Study: UPS Ranks No. 1 in Small-Package Customer Satisfaction

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United Parcel Service ranks highest in business customer satisfaction for domestic air, ground and international delivery, according to the J.D. Power and Associates 2004 Small-Package Delivery Service Business Customer Satisfaction Study released yesterday.


The study is based on 913 telephone interviews with shipping managers and other business personnel at U.S. businesses with at least 10 employees at a specific location and that spend $10,000 or more annually to ship packages (up to 150 lbs.).


UPS performs particularly well in all three segments in the areas of shipping and delivery, delivery drivers, delivery tracking and communication. FedEx follows UPS in the domestic air, ground and international segment rankings, the study said.


Overall, domestic air customers are more satisfied with their service than domestic ground and international customers. However, domestic ground customers indicate that they are more likely to increase their business with a specific carrier in the next year because of an anticipated increase in company sales or growth, according to the survey from the Westlake Village, CA, marketing information services firm.


Nearly 70 percent of UPS customers note that they are likely to recommend the carrier to others across each of the three segments.


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