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Shipping News FedEx Sweeps J.D. Power and Associates Customer Satisfaction Awards
December 10, 2002
A new J.D. Power and Associates study asked more than 900 shipping managers and other business personnel to rate their small package delivery service carriers. The study has established a benchmark for customers' satisfaction in the small package delivery service industry. FedEx ranks highest in business customer satisfaction, not only in air and international delivery categories, but in ground delivery as well. FedEx performs particularly well in the areas of shipping and delivery, value, invoicing, and driver relationships. The J.D. Power and Associates 2002 Small Package Delivery Service Business Customer Satisfaction StudySM finds that while pickup and delivery factors are very important for all three types of service (especially ground service), "value for the price paid" is also important for both air and international services. Additionally, air service business customers look for good driver relationships, while international customers appreciate good account executive performance to help resolve problems. The 2002 Small Package Delivery Service Business Customer Satisfaction Study is based on 922 telephone interviews with shipping managers and other business personnel from a representative sample of U.S. businesses that have at least 10 employees and that spend $10,000 or more annually to ship small packages (up to 150 lbs.). Airborne, FedEx, UPS, and the U.S. Postal Service (USPS) were included in the study. With annual revenues of $21 billion, FedEx Corp. is the premier global provider of transportation, e-commerce and supply chain management services. The company offers integrated business solutions through a network of subsidiaries operating independently, including: FedEx Express, the world's largest express transportation company; FedEx Ground, North America's second largest provider of small-package ground delivery service; FedEx Freight, the largest U.S. provider of regional less-than-truckload freight services; FedEx Custom Critical, North America's largest provider of expedited time-critical shipments; and FedEx Trade Networks, a provider of customs clearance, international freight forwarding and trade facilitation. |
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