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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.


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:


  • Updated:


  • Most recent data:


  • Companies:

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

Consumer Shipping

Satisfaction Benchmarks by Company
Company 2023 2024 % CHANGE
Consumer Shipping 77 77 0%
FedEx 76 80 5%
UPS 78 78 0%
U.S. Postal Service (Express & Priority Mail) 71 73 3%

U.S. Postal Service

Satisfaction Benchmarks by Company
Industry 2023 2024 % CHANGE
U.S. Postal Service 70 74 6%

Consumer Shipping Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends
Benchmarks 2023 2024
Physical condition of package received 84 85
Courtesy and helpfulness of in-store staff 84 84
Quality of mobile app 85 84
Ease of tracking shipment 83 83
Reliability of mobile app (minimal down time, crashes, lags) 84 83
Speed with which in-store purchase or other transaction was completed 82 83
Range of delivery options 81 82
Website satisfaction 82 82
Timeliness of delivery 80 81

Industry averages are weighted by companies’ market shares.
2024 results based on data collected January – December 2023.

Connect With ACSI

Connect With ACSI

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