This note is a segment from Business Insider Intelligence's forthcoming 2018 Delivery Trust report. The full report uses consumer survey data from our proprietary panel to evaluate how offerings from the largest delivery companies in the US stack up on customer service, package tracking, package protection, and timeliness of delivery, as well as how at risk these providers are to new challengers entering the space.
UPS and FedEx are outpacing the competition when it comes to providing satisfying customer service — it's not even close. According to Business Insider Intelligence’s 2018 Delivery Trust survey, 24% of US respondents who had received a delivery in the last 12 months said UPS had the best customer service, followed closely by FedEx at 23%, before a big drop off for USPS at just 5%. The strength of a company's customer service (answering general questions, solving issues with deliveries etc.) is often a reflection of how well the overall business is being run. That said, while UPS and FedEx are essentially tied for first place, nearly half of respondents couldn't say [...]