Consumer satisfaction drops for delivery companies
Consumer satisfaction drops for delivery companies. People are increasingly dissatisfied with express mail services and the postal service, according to the American Customer Satisfaction Index. The National Quality Research Center at the University of Michigan’s Business School, in partnership with the American Society for Quality (located in Milwaukee) and the CFI group in Ann Arbor, MI, produces the index. Since last year, consumer’s satisfaction with express delivery in general declined by 3.1%. Federal Express did the best, with a score of 82 out of a possible high of 100, down only 1.2% from last year. UPS dropped 3.7%, to a score of 78. But it still ranked higher than the USPS’ package and express services, which scored 73, down 2.7%. As a whole, the postal service received a score of 70, a 2.8% decline from last year.
However, the USPS, FedEx, and UPS are far from alone; overall, consumers gave lower scores to nearly every industry in the survey, which includes utilities, hotels, airlines, and more.
ISSN 1085-6692; Issue 01-07; Page 8
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MAIL CENTER MANAGEMENT REPORT, 01st July 2001
