UPS Earns Top Customer Experience Ratings for Parcel Delivery Services

Temkin Experience Ratings

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%.

1605_Parcel_IndustryAv 1605_Parcel_Overall


Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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