But amid an online shopping boom, they may have to refine strategies that accommodate individuals rather than businesses to maintain their scores. In the CSISG, couriers as a whole have been judged to be "more like the imagined ideal courier company", said Academic Director Marcus Lee at the Institute of Service Excellence at SMU, which produces the index.
Link:
https://dl.dropbox.com/u/54342112/daily%20alerts%2020120911/BT_20120911_3.pdf, h...