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Which Delivery Service Do Consumers Trust Most? Spoiler: It’s Not Amazon

A new survey report from Clutch found just 22 percent of people trust Amazon to safely deliver their packages compared to four other shipping carriers–UPS, the U.S. Postal Service (USPS), FedEx, and DHL.

The B2B ratings and reviews platform noted that the past several months have seen an increase in online shopping, with people spending more time at home and staying away in-person shopping, even after stores have reopened after widespread shutdowns.

Amazon, which launched a proprietary delivery service to compete with other shipping carriers, still hasn’t been able to top the competition when it comes to delivery. The company had to turn to UPS for a helping hand after the onset of COVID-19 caused a rise in online shopping and a surge in residential deliveries, the report noted.

While Amazon delivered 50 percent of its packages through its own shipping carrier before the pandemic began, competing with other shipping carriers for the remainder of this year could prove a challenge, said Clutch, which surveyed 752 people for the report.

Amazon’s stiffest competition comes from old stand-by UPS. Clutch’s survey found that 29 percent of customers trust UPS the most to safely deliver their packages. In the first quarter ended March 31, UPS reported that consolidated revenue increased 5.1 percent to $18 billion, driven by growth in business-to-consumer shipments and gains in healthcare.

In addition, 27 percent of customers trust the USPS to best ensure their packages are delivered safely, leaving Amazon as the third-most-trusted shipping carrier during the COVID-19 pandemic. Earlier this year, Amazon said it would stop fulfilling third-party deliveries in order to take care of its own orders. The report said the decision likely benefited competitors, including FedEx, which 20 percent of customers said they trusted the most.

In reporting its results for the fourth quarter ended May 31, FedEx said it included strong residential delivery volume growth at FedEx Ground and increased revenue per shipment at FedEx Freight.

DHL was far behind its competitors, with only 2 percent of respondents saying they trusted the international shipping carrier the most to safely deliver their packages.