We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.
Of the 4 parcel delivery service companies we looked at, UPS earned the highest score for the third year in a row with a rating of 70%, putting it in 51st place overall out of 294 companies across 20 industries. FedEx came in second for the third year in a row with a rating of 68% and a rank of 69th overall. U.S. Postal Service came in third place and DHL received the lowest score in the industry by a significant margin. DHL has been the lowest scoring parcel delivery company for the past five years.
All parcel delivery company’s scores declined in the past year. U.S. Postal Service and DHL’s ratings decreased most, each dropping 7 percentage points, while FedEx’s score dropped 5 points, and UPS’s dropped 4.
Overall, the parcel delivery industry averaged a 67% rating in the 2016 Temkin Experience Ratings and tied for 4th place out of 20 industries. The average rating of the industry decreased by six percentage-points between 2015 and 2016, dropping from 73% to 69%.