Shulou(Shulou.com)11/24 Report--

CTOnews.com November 10 news, today, the State Post Bureau released an announcement on the results of the express service satisfaction survey and the time limit and punctuality test in the third quarter of 2022. According to the survey, the public satisfaction score of user express service in the third quarter of 2022 was 82.2 points, up 2.4 points from the same period last year and 3.7 points from the second quarter.

In terms of public satisfaction, the enterprises with scores of more than 80 points (including 80 points) are JD.com Express, Shun Feng Express, Post EMS, Zhongtong Express and Yuantong Express, while the enterprises with scores between 77 and 80 (including 77 points) are Yunda Express, Shentong Express, Debang Express and Ji Rabbit Express.

In terms of regional public satisfaction scores, Tianjin, Henan, Jilin, Chongqing, Fujian and Hebei scored more than 84 points (including 84 points), while Xinjiang, Ningxia, Jiangxi, Yunnan and Qinghai scored less than 80 points. There is room for further improvement.

CTOnews.com learned that the survey showed that in the third quarter of 2022, the satisfaction score of online acceptance users was 84.1, down 0.1 points from a year earlier. In terms of collection service, the user satisfaction scores of door-to-door time limit, collector service and fee openness and transparency were 83.5, 84.4 and 84.5, up 2.3, 0.5 and 2.0 points respectively over the same period last year, while the packaging quality user satisfaction score was 82.6 points, down 1.8 points from the same period last year. In terms of delivery services, the scores of delivery service and informed user satisfaction were 84.6 and 78.2, up 2.1 and 3.1 respectively over the same period last year; express safety, delivery range perception and residential delivery user satisfaction were 81.8, 83.6 and 79.6, down 0.2, 0.2 and 0.6 respectively from the same period last year. In terms of after-sales service, the scores of customer satisfaction with problem handling and loss compensation were 73.6 and 74.7, up 4.2 and 4.2 respectively over the same period last year, while those with complaint handling were 70.8, down 4.8 from the same period last year.

In terms of the punctuality rate of express delivery service in key areas of the country, the test found that the whole time limit of express delivery service in the third quarter of 2022 was 56.74 hours, 1.47 hours shorter than the same period last year and 6.23 hours shorter than that in the second quarter. The 72-hour punctuality rate was 80.39%, up 2.10 percentage points from the same period last year and 6.82 percentage points higher than the second quarter.

From the perspective of sub-links, the average time limit of the outgoing processing link is 7.93 hours, which is 0.13 hours longer than the same period last year; the average time limit of the transportation link is 34.62 hours, which is 1.21 hours shorter than the same period last year; the average time limit of the delivery link is 10.52 hours, 0.79 hours shorter than the same period last year; and the average time limit of the delivery link is 3.66 hours, 0.39 hours longer than the same period last year.

In terms of the whole time limit for express delivery enterprises, the enterprises with a time limit of 48-60 hours (including 60 hours) are Shunfeng Express, Zhongtong Express, Yunda Express, Ji Rabbit Express, Yuantong Express, Shentong Express and JD.com Express; the enterprises with a time limit of more than 60 hours are Post EMS and Debang Express.

In terms of 72-hour punctuality of express delivery enterprises, the enterprises with punctuality rates of 80% and 90% (including 80%) are Shunfeng Express, Zhongtong Express, Yunda Express, Ji Rabbit Express and Yuantong Express, while those with just-in-time rates of 60% and 80% are JD.com Express, Shentong Express, Post EMS and Debang Express.

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