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

According to the official account of the State Post Bureau, the State Post Bureau and the postal administrations of various provinces (autonomous regions and municipalities) accepted a total of 66997 complaints through the "12305" postal user complaint phone number and complaint website in the second quarter, representing a complaint rate of 1.67 parts per million compared with business volume, CTOnews.com reported on August 21. Among them, a total of 6228 valid complaints (enterprises are responsible for service quality, the same below), compared with the business volume, the effective complaint rate is 0.16 parts per million. The satisfaction rates of users with effective complaints handled by postal administrative departments, China Post Group Co., Ltd. (universal service business) and express delivery enterprises were 97.4%, 96.3% and 96.5%, respectively.

CTOnews.com attached to the original text of the State Post Bureau:

Universal Postal Service complaint situation 1. The number and types of complaint problems in the universal postal service. Users filed 2079 complaints about universal postal services, of which 163 were valid, accounting for 7.84 percent. The main issues involved in valid complaints are delivery services, lack of mail loss and mail delay, accounting for 31.9%, 30.67% and 24.54% of the total number of valid complaints, respectively.

two。 The secondary causes of the main problems in the appeal of the universal postal service. The main complaint of delivery service is false signature, the main complaint of mail delay is transit or transportation delay, and the main complaint of short mail loss is dissatisfaction with the amount of enterprise compensation.

Express service complaint situation 1. The number and category of complaint problems in express delivery service. Users complained about 64918 express service problems, of which 6065 were valid, accounting for 9.34%. The main issues involved in effective complaints are short loss of express delivery, delivery service and delivery delay, accounting for 33.85%, 28.36% and 16.09% of the total number of valid complaints, respectively.

two。 The secondary causes of the main problems in the complaint of express delivery service. Most of the complaints about the loss and shortage of express delivery are dissatisfied with the amount of enterprise compensation, the main complaints of express damage are dissatisfied with the amount of enterprise compensation, and the main complaints of delivery service are false signature.

3. The complaint rate of major express delivery enterprises. The average complaint rate of major express delivery enterprises (one million pieces of express business) is 3.06, and the average effective complaint rate is 0.49. Among the main problems of users' complaints against express delivery services, the average complaint rates of damage, loss, delivery and delay are 1.15, 0.92, 0.43 and 0.34 respectively.

The average comprehensive index of appeal handling work of major express delivery enterprises is 97.62, which is higher than the average value and lower than the average value of 3 companies.

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