UPS (NYSE: UPS) has been ranked No. 1 in its industry for customer satisfaction in a national survey reported by the University of Michigan’s American Customer Satisfaction Index (ACSI).
UPS posted a score of 85 out of 100 to top the Express Delivery industry for consumer shipping. The ACSI measures quality of products and services with monthly surveys that score 225 companies in 47 sectors and government agencies. Rankings reflect household consumer expectations, quality, value and intention to re-purchase.
UPS, which has built one of the world’s best known brands, has long made its customer experience a hallmark with attention to convenience and accessibility of information and service responsiveness. As technology has fueled self-service, UPS continues to provide a variety of platforms for customer support via the web, mobile access, social media and traditional telephone service centers.
“Consistent, reliable service is what people value, but they also want responsiveness for inquiry or resolution,” said Alan Gershenhorn, chief sales and marketing officer. “Our emphasis is on listening to customers to guide improvements, new services and tools to simplify getting express deliveries around town or around the world.”