• U.S. consumer shipping: customer experience

This statistic shows the American customer satisfaction index customer experience benchmarks for consumer shipping companies in the United States from 2017 to 2022. In 2022, the ACSI score for the physical condition of the package received stood at 82, a decrease from 84 in 2021.

Consumer experience with consumer shipping companies in the United States from 2017 to 2022

Characteristic	2017	2018	2019	2020	2021	2022
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Release date

March 2022

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Region

United States

Survey time period

2017 to 2022

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.
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