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.

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 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.