Canadian Small Businesses Not Interested In Self-Serve Options

CA 02/09/17

Mississauga, ON

UPS Canada survey finds 76 per cent of customers prefer direct access

While disruptive new technologies have changed the way consumers shop, Canadian entrepreneurs still value a personal experience. According to a recent survey commissioned by UPS® Canada and conducted by the UPS Small Business team, 76 per cent of customers prefer to work with a partner who provides direct access to representatives they can contact to seek strategic business support and advice.

Of those respondents, 27 per cent would like to contact someone over the phone, whereas 26 per cent prefer to contact someone via email and 23 per cent favour to chat online. This proves the power of human interaction and speaks to the need to invest in customer service and provide direct engagement.

“We conducted this survey to understand the needs of our customers, and it is reassuring to know they want to learn and work with experts that will help them grow their business,” said Paul Gaspar, UPS Canada small business director.

Since UPS Canada launched the UPS Small Business Program in 2013, members have had access to a knowledgeable team of Small Business Ambassadors. The dedicated group works with customers one-on-one to understand their business needs and discusses the tailored solutions that sets them on the path to success.

In addition to having access to the Small Business Ambassadors, UPS Canada announced today a new national pricing offer that entitles members of the UPS Small Business Program to receive a 40 per cent discount off of current UPS Canada published shipping rates. The offer lasts up to eight weeks. It will not matter how much or where the members ship. The offer also includes 20 per cent savings on UPS Brokerage services.

After eight weeks, members can continue to save up to 35 per cent on their Canada, U.S. and worldwide shipments based on their average weekly shipping charges while still enjoying 20 per cent savings on UPS Brokerage services. More information can be found in the UPS Terms and Conditions for the Small Business Program.

“Beyond competitive pricing, the UPS Small Business Program offers entrepreneurs the reliable service they need and a global connection to the 220 countries and territories we serve,” Gaspar added.

For more information on the UPS Small Business Program and the services available, visit:  

Survey Methodology:

The UPS Small Business Program survey was completed online September 27 - October 27, 2016. The survey was sent to 5,810 eligible members who had a UPS Small Business account and the results are based on a sample size of 470 responses.

About UPS

UPS (NYSE: UPS) is a global leader in logistics, offering a broad range of solutions including transporting packages and freight; facilitating international trade, and deploying advanced technology to more efficiently manage the world of business. Headquartered in Atlanta, UPS serves more than 220 countries and territories worldwide. The company can be found on the web at and its corporate blog can be found at To get UPS news direct, visit and follow @UPS_Canada and @UPS_SmallBizCA.


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