

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
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2025
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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.