United Parcel Service, Inc.
ups.com ↗In their words
“Where we have RFID at the point of origin, we have seen no churn.”
“This resulted in a 74% reduction in pickup concerns and a Net Promoter Score, or NPS, of 48 for this journey, which is an all-time high for UPS.”
“We know it will take time to move the needle on our net promoter score, which stands at 30, but we set a target of 50 and have laid out a path to get there.”
Disclosed NPS over time
Every Net Promoter Score United Parcel Service, Inc. has published, by date.
NPS disclosures (12)
We track our progress in this area through improvements in our net promoter score
This resulted in a 74% reduction in pickup concerns and a Net Promoter Score, or NPS, of 48 for this journey, which is an all-time high for UPS.
we finished the year with a NPS of 44 and moved closer toward our target NPS of 50
You see our net promoter score now in the high 40s, so we believe that experience because it helps grow the revenue quality and we're going to continue to do that.
We are well on our way to our NPS target of 50. Turning to People led.
We know it will take time to move the needle on our net promoter score, which stands at 30, but we set a target of 50 and have laid out a path to get there.
Since we began executing our strategy, we've seen marked improvement in our employee satisfaction and competitive Net Promoter Scores due in part to how we've allocated capital to enhance the employee and customer experience.
UPS CEO Carol Tomé emphasizes net promoter score as a customer-first strategic focus with target above 50%.
United Parcel Service targets a Net Promoter Score of 50 or higher by 2023 as part of its strategic priorities.
UPS announced strategic priorities focused on Customer First, measured by gains in Net Promoter Score.
We will measure our success in this area through improvements in our net promoter score. People Led specifically focuses on how likely an employee is to recommend UPS employment to a friend or family member.
So we create greater loyalty to be measured by gains and our net promoter score. In support of this effort, we have accelerated our plans to improve time and transit, making the U.S. ground networks faster and thousands of the most important lanes by…
Retention disclosures (3)
Churn (RFID-enabled customers): 0% (Q2 2026) — “Where we have RFID at the point of origin, we have seen no churn.”
Churn (U.S. SMB (pilot)): 1.9% (Q2 2021) — “resulted in a 1.9% reduction in churn among pilot participants. Every 1 percentage point reduction in U.S. SMB churn is worth about $170 million in annual revenue.”
Churn (SMB pilots): 2% (Q2 2020) — “in the pilots, we saw 2 percentage point reduction in churn”
Lighthouse companies in Transport & logistics
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.