Business Week Cites UPS as "Customer Service Champ"

, March 01, 2007

Business Week has included UPS in the Top 10 of its first-ever ranking of "Customer Service Champs."

In a cover story for the March 5 edition, the magazine ranked UPS No. 1 in the shipping industry and No. 8 overall out of the Top 25 "client-pleasing brands" that stand out as the best providers of customer service.

UPS was cited for its delivery reliability, training of drivers and managers and its embrace of advanced technology to improve efficiency and customer service at the same time.

"We're trying to become a paradox: to be the biggest delivery company but also the most flexible," Kurt Kuehn, senior vice president of worldwide sales and marketing, told the magazine.

Business Week partnered with J.D. Power & Associates to conduct its study, drawing from the latter's extensive industry databases as well as responses from 3,000 readers to nominate brands for consideration. J.D. Power then isolated data on company "processes" and "people" to produce a single aggregate score.