If you're a shipper or consignee, retailer or consumer, keep an eye on these two sobering trends: 1. Customers are not happy with the service they are receiving from parcel carriers. Satisfaction dropped nearly four percent in 2013, largely attributed to the holiday delivery debacle, reports the annual American Customer Satisfaction Index (ACSI). "The surge in online shopping just before Christmas created a fair amount of customer angst with Internet retailers, but carriers weren't spared consumers' ire," says David VanAmburg, ACSI director. "Even large carriers with the most resources weren't sufficiently prepared for the rush of last-minute deliveries, and many packages did not arrive on time for the holidays."
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