U.S. consumer shipping: customer experience

This statistic shows the ACSI^® Retail and Consumer Shipping Study 2022-2023 customer experience benchmarks for consumer shipping companies in the United States from 2017 to 2023. In 2023, the ACSI^® score for the quality of mobile app stood at 85, the highest score for any category that year.

Consumer experience with consumer shipping companies in the United States from 2017 to 2023

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Release date

February 2023

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Region

United States

Survey time period

2017 to 2023

Supplementary notes

The American Customer Satisfaction Index (ACSI^®) scores on a 0-100 scale at the national level with 100 being the highest and best possible score. The ACSI^® is an economic indicator based on modeling of customer evaluations of the quality of goods and services purchased in the United States and produced by both domestic and foreign firms with substantial U.S. market shares. Subjects of investigation are 10 economic sectors, 47 industries (including e-commerce and e-business), more than 225 companies, and over 200 federal or local government services.
Figures prior to 2021 were taken from previous reports.
*A new question first introduced in 2020.

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