Arbolus Intelligence

UPS

about.ups.com · Atlanta, United States of America

UPS (United Parcel Service) is a global logistics and package delivery company that provides small parcel delivery, freight transportation, and supply chain management services to businesses and consumers worldwide. It generates revenue through domestic and international shipping, contract logistics, and value-added services such as warehousing, fulfillment, and customs brokerage. The company serves customers across e-commerce, retail, industrial, healthcare, and other sectors through an integrated air, ground, and last-mile delivery network.

Listed in
Revenue
$91.0B
Employees
500,000
Founded
1907
Headquarters
Atlanta, United States of America

What 23 Arbolus experts think of UPS

NPS scores trend high, ranging from 8 to 10 among most Users and Influencers, but there is one detractor at 5 (User). Renewal intent is generally positive among high spenders, though there is evidence of churn risk among even major accounts due to complex pricing and service reliability issues. Experts highlight strong network coverage and flexible solutions as core drivers of satisfaction. However, negative sentiment is tied to unpredictable costs and operational delays. Overall Customer Sentiment: Positive

Who reviewed UPS

Total customers 23 22 current · 1 former
Reviews growth +17 in six months
Seniority of respondents
  • C-Suite 52% (12)
  • Director 17% (4)
  • Manager 30% (7)
Executive Director NPS 10 Submitted Aug 2026
Strategy Leader C-Suite NPS 9 Submitted Jan 2026
Not specified C-Suite NPS 8 Submitted Sep 2026

Employer names and spend open in the full report, along with the other 20 customers.

Everything 23 customers told us about UPS.

Employer names, spend, renewal intent and every written answer behind the numbers on this page.

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Sentiment

43 Net Promoter Score, from 23 scored reviews
  • Promoters 12
  • Passives 9
  • Detractors 2

Cumulative NPS by month

+1 over 6 months
  • May 8
  • Jun 8
  • Jul 8
  • Aug 9
  • Sep 8
  • Oct 9

Net Promoter Score across 2 reviews, accumulated up to each month. Category median 46 across 2 companies.

Praised

  • Reliable Tracking and Shipping Options
  • Extensive Network Coverage
  • Capacity During Peak Periods
  • Enhance Predictive Capabilities

Criticised

  • Inconsistent Service Reliability
  • Complex Pricing Model
  • Limited Transport Modes
  • Churn Among Major Accounts

What customers say

Reliable Tracking and Shipping Options
“I value the broad delivery coverage, reliable tracking, and flexible options that let me manage high-priority and time-sensitive shipments efficiently.”
Extensive Network Coverage
“The biggest advantage is the exhaustive logistical network both in the US as well as internationally, giving us the flexibility to scale as business changes.”
Capacity During Peak Periods
“UPS is consistently able to provide capacity during peak periods, ensuring fulfillment keeps pace with customer demand surges.”

Renewal intent

Plan to renew 56%
  • Will renew 5
  • Undecided 3
  • Not renewing 1

Plan to renew, by seniority

  • C-Suite 40% 5 answers
  • Director 100% 2 answers
  • Manager 50% 2 answers
  • 9.2/10 Average score from customers who will renew
  • 6.7/10 Average score from undecided customers
  • 8/10 Average score from customers not renewing

Top alternatives

Most weighed by UPS customers

Report

Customer Report - Oct 2026 Oct 2026 23 + 2

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