Our strategy is guided by a better not bigger framework

UPS’s customer first, people led, innovation driven strategy helps us move the world forward by delivering what matters.
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Customer First

Customer First is about providing a frictionless customer experience. By focusing on what matters most to our customers – speed and ease – we aim to provide the best digital experience powered by our global smart logistics network. We track our progress in this area through improvements in our net promoter score.

People Led

As a People Led organization, we’re guided by the purpose of moving our world forward by delivering what matters. We’re modernizing our strong values-based culture and encouraging our people to bring their authentic selves to work – making UPS a place they enthusiastically recommend to friends and family. We measure our success on this strategic initiative through improvements in likelihood to recommend.

Innovation Driven

Innovation Driven is about taking a more disciplined approach to capital allocation, driving more productivity from the assets we own and improving U.S. revenue quality to generate better bottom-line results. We are using world-class technology and ingenuity to make productivity a virtuous cycle and achieve operational excellence. We track our progress on this element by measuring improvements in return on invested capital.

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