The great courier race : the impact of customer satisfaction on the courier industry

The courier industry has made significant progress since its introduction in the United States, when only domestic deliveries were undertaken. Today, it is difficult to talk about the courier business without discussing the international scope of its operations. DHL, UPS, TNT, and Federal Express have become household names worldwide, each promising speed and reliability. Technology soon became involved as one of the key drivers in the industry, with many courier companies boasting complex track-and trace systems, and computerised order processing and materials handling.BUSINES