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Consumer Shipping and Mail

Build customer loyalty and track progress over time

Understand the drivers of customer satisfaction to improve decision-making and organizational outcomes.

CONSUMER SHIPPING
AND MAIL

The consumer shipping industry is seeing a massive shift as package volumes explode, while regular mail encounters message digitalization and the rapid adoption of cloud services. Use ACSI’s data-backed insights to better understand this changing industry landscape in the United States.

At a glance:

Consumer Shipping and Mail

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2025

  • Companies:

    3 major shippers, plus U.S. Postal Service (Express & Priority Mail)

Consumer Shipping

Satisfaction Benchmarks by Company
Anchor Link Company 2024 2025 % CHANGE
Consumer Shipping 77 77 0%
#amazon-shipping Amazon Shipping NM 81 NA
#fedex FedEx 80 79 -1%
#ups UPS 78 77 -1%
#u-s-postal-service-express-priority-mail U.S. Postal Service (Express & Priority Mail) 73 72 -1%

NM = Not Measured
NA = Not Available

U.S. Postal Service

Satisfaction Benchmarks by Company
Industry 2024 2025 % CHANGE
U.S. Postal Service 74 71 -4%


Consumer Shipping Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends
Benchmarks 2024 2025
Physical condition of package received 85 85
Courtesy and helpfulness of in-store staff 84 83
Ease of tracking shipment 83 83
Speed with which in-store purchase or other transaction was completed 83 83
Website satisfaction 82 83
Quality of mobile app 84 82
Range of delivery options 82 81
Reliability of mobile app (minimal down time, crashes, lags) 83 81
Timeliness of delivery 81 79


Industry averages are weighted by companies’ market shares.
2025 results based on data collected January – December 2024.

Connect With ACSI

Connect With ACSI

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