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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)

Satisfaction Benchmarks by Company

Consumer Shipping
First Hidden Column Company 2022 2023 % Change
0 Consumer Shipping 74 77 4%
1 U.S. Postal Service (Express & Priority Mail) 70 71 1%
1 UPS 74 78 5%
1 FedEx 75 76 1%

Satisfaction Benchmarks by Industry

U.S. Postal Service

Industry 2022 2023 % Change
U.S. Postal Service 70 70 0%

Consumer Shipping Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2022 2023
Quality of mobile app 80 85
Courtesy and helpfulness of in-store staff 81 84
Reliability of mobile app (minimal down time, crashes, lags) 78 84
Physical condition of package received 82 84
Ease of tracking shipment 81 83
Speed with which in-store purchase or other transaction was completed 79 82
Website satisfaction 80 82
Range of delivery options 77 81
Timeliness of delivery 76 80

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

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