Customer First is about improving the speed and ease of doing business, especially where there’s the most opportunity for profitable growth: small and medium-sized businesses, healthcare and international markets. We’re focused on providing the best digital experience powered by our global smart logistics network. We measure our success in this area through improvements in our net promoter score.
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 is about driving higher returns on the capital we deploy and is measured by the value we create for our shareowners. We’re focused on optimizing the volume that flows through our network and on “sweating our assets.” It’s about using world-class technology and ingenuity to achieve operational excellence and make productivity a virtuous cycle.