Consumer Shipping and Mail

Consumer Shipping

The ACSI has over 25 years of experience analyzing customer satisfaction with shipping and express delivery operators serving the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about recent experiences with sending or receiving packages. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

The United States Postal Service (USPS) is represented in the Index by two measures. First, the services offered by USPS that compete with the private sector, Express Delivery and Priority Mail, are measured as part of the consumer shipping industry. Second, the ACSI tracks user satisfaction with regular mail delivery and other services offered by U.S. post offices that are solely provided by the USPS.

Consumer Shipping Benchmarks »
USPS Monopoly Mail Service Benchmarks »

ACSI Retail and Consumer Shipping Report 2020-2021 »

Consumer Shipping Customer Experience Benchmarks

Unique to the express delivery industry, the ACSI captures customer opinions about critical elements of the shipping experience, including:

    • Range of delivery options
    • Shipment tracking
    • Delivery timeliness
    • Package condition
    • In-store staff courtesy and helpfulness
    • Purchase or transaction speed
    • Quality of mobile app
    • Reliability of mobile app
    • Website

The ACSI Client Advantage

Consumer shipping industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential consumer shipping industry data spanning more than 25 years, with over 30 data points per year for the largest service providers in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Shipping clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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