UPS highest in delivery customer satisfaction

UPS 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(SM). This study is based on 913 telephone interviews with shipping managers and other business personnel at U.S. businesses that have at least 10 employees at a specific location and spend $10,000 or more annually to ship small 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 rankings. “There are many aspects of the business customer’s experience that impact satisfaction — from the account executive to pricing to delivery drivers to tracking,” said Linda Schulz, partner at J.D. Power and Associates. “Overall, UPS leads the way in each of the three service segments — domestic ground, domestic air and international — demonstrating a strong commitment to customer satisfaction.” Overall, domestic air customers are more satisfied with their service than are the domestic ground and international customers surveyed. 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. Nearly 80 percent of UPS domestic ground and domestic air customers indicate that they definitely will continue to use UPS in the future, while 70 percent or more of UPS air and international customers indicate that they will continue to use the carrier. In addition, nearly 70 percent of UPS customers note that they are likely to recommend the carrier to others across each of the three segments. Airborne (recently acquired by DHL), DHL, FedEx, UPS, and the U.S. Postal Service (USPS) are included in the study. Airborne, DHL and USPS did not have sufficient sample to meet the international service award ranking criteria. DHL did not have sufficient sample to meet the ground service award ranking criteria, while DHL and USPS did not have sufficient sample to meet the domestic air service award ranking criteria.