2013 Customer Service hall of Fame - MSN Money 'Excellent' rating: 41.3% UPS (UPS) routes 16.3 million packages a day. On its busiest day last year, Dec. 20, it delivered 28 million. 'Customer experience' isn't seen as a separate unit or department, says the company. It is the rubric under which all other decisions are made, and have been since the company's first deliveries by foot and bicycle in Seattle in 1907. "In other companies, these groups are typically under separate senior management," said Larry Darrow, the president of UPS global business services. At UPS, all proposals funnel up to what it calls 'customer experience,' and if an idea is bad for customers, it can be killed point-blank. UPS uses union workers and does not hire contract drivers. "We have to enable our employees to be successful, so they can deliver success to our customers," Darrow said. "We have to treat our employees like they're our customers." UPS posted revenue of $54.13 billion in 2012.