Index: Customers Happy With Express Delivery

Share this content:

The express delivery industry garnered the top customer satisfaction rating among many industry categories in first-quarter 2006, the latest American Customer Satisfaction Index survey found.

Despite rising fuel prices, express delivery improved to a 10-year high of 83 on a 100-point scale, up 3 points from last year. FedEx, UPS and the U.S. Postal Service all registered modest increases. But the biggest gain was made by the aggregate of smaller express delivery companies, including carriers like DHL, whose score rose 5 points to 82.

FedEx's score was up from 84 a year ago to 86, the strongest performer this quarter. UPS climbed to 83 from 82 a year ago. USPS express delivery services rose from 74 to 75 points this quarter, but the postal service's overall score was 71, down from 73 in the year-ago period.

UPS and FedEx, the two largest package shippers, compete on faster shipping times and improved ordering and tracking technologies, with customers of both companies getting quality service as a result, according to the survey.

The index is produced by the University of Michigan's Ross School of Business, with the American Society for Quality and CFI Group, and is supported in part by ForeSee Results. The national survey is part of an annual study of how 80,000 customers rank their experiences with 200 companies in 40 industries and from government agencies over the previous four quarters. It is updated quarterly.

Loading links....
close

Next Article in Direct Mail

Sign up to our newsletters

Company of the Week

We recently were named B2B Magazine's Direct Marketing Agency of the Year, and with good reason: We make real, measureable, positive change happen for our clients. A full-service agency founded in 1974, Bader Rutter expertly helps you get the right message to the right audience at the right time through the right channels. As we engage our clients' audiences along their journey, direct marketing (email, direct mail, phone, SMS) and behavioral marketing (SEM, retargeting, contextual) channels deliver information relevant to the needs of each stage. We are experts at implementing and leveraging marketing technologies such as CRM and marketing automation in order to synchronize sales and marketing communications. Our team of architects and activators plan, execute, measure and adjust in real time to ensure the strategy is working as needed and change things if it's not.

Find out more here »

DMN's Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here