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

On November 4, CTOnews.com, the State Post Bureau released the results of a survey on the satisfaction of express delivery services and the test results of the time limit and punctuality rate in the third quarter of 2023. The monitoring objects are: postal Express, Shun Feng Express, Zhongtong Express, Yuantong Express, Yunda Express, Shentong Express, JD.com Express, Debang Express and Ji Rabbit Express. The survey covers 50 cities, including municipalities directly under the Central Government, provincial capitals and 19 cities with large express business volume.

The satisfaction survey adopts the method of online survey, and the users who use the express service in 2023 evaluate the satisfaction of acceptance, collection, delivery, after-sales and information, and a total of 9383 valid samples are obtained. The time limit test uses the system data sampling method, the business scope is domestic remote express, and a total of 2 million valid samples are obtained.

CTOnews.com noted that in the third quarter of 2023, the public satisfaction score of users with express delivery services was 82.9, up 0.7 points from a year earlier.

In terms of brand public satisfaction, the brands with higher scores are Shun Feng Express, JD.com Express and Postal Express.

In terms of regional public satisfaction scores, Jiangsu, Jilin, Heilongjiang, Shanxi, Shandong and Beijing scored higher than 84.5.

The test found that the full time limit of express delivery service in the third quarter of 2023 was 54.24 hours, 2.50 hours shorter than the same period last year. The 72-hour punctuality rate was 83.75%, an increase of 3.36 percentage points over the same period last year. The brands with high punctuality are SF Express, Zhongtong Express and Yunda Express.

The original text is as follows:

In order to strengthen the monitoring of express service quality, objectively reflect the service level of enterprises, and improve the quality and efficiency of the development of the express industry, the State Post Bureau organized a third-party organization to investigate and test the satisfaction of express service in the third quarter of 2023 and the punctuality of time limit in key areas of the country. The relevant information is hereby announced as follows:

1. Basic situation the monitoring objects in 2023 include 9 express service brands, specifically: postal Express, Shun Feng Express, Zhongtong Express, Yuantong Express, Yunda Express, Shentong Express, JD.com Express, Debang Express and Ji Rabbit Express.

The survey covers 50 cities, including municipalities directly under the Central Government, provincial capitals and 19 cities with large express business volume.

The satisfaction survey adopts the method of online survey, and the users who use the express service in 2023 evaluate the satisfaction of acceptance, collection, delivery, after-sales and information, and a total of 9383 valid samples are obtained. The time limit test uses the system data sampling method, the business scope is domestic remote express, and a total of 2 million valid samples are obtained.

II. Survey results (1) satisfaction with express delivery service

According to the survey, the public satisfaction score of user express service in the third quarter of 2023 was 82.9 points, up 0.7 points from the same period last year.

In terms of brand public satisfaction, the brands with higher scores are Shun Feng Express, JD.com Express and Postal Express.

In terms of regional public satisfaction scores, Jiangsu, Jilin, Heilongjiang, Shanxi, Shandong and Beijing scored higher than 84.5.

The survey shows that in the third quarter of 2023, the customer satisfaction scores of door-to-door service, packaging quality, collector service and environmental packaging were 84.2, 85.0, 84.5 and 82.6 respectively, up 0.7, 2.4, 0.1 and 0.5 points respectively over the same period last year. In terms of delivery services, the scores of customer satisfaction with express safety, delivery range perception, residential delivery and delivery knowledge were 83.9, 86.0, 82.3 and 81.5 respectively, up 2.1, 2.4, 2.7 and 3.3 points respectively from the same period last year. In after-sales service, the customer satisfaction scores of problem handling, complaint handling and loss compensation were 77.0, 76.6 and 79.7 respectively, up 3.4, 5.8 and 5.0 respectively from the same period last year. In terms of information services, the user satisfaction scores of whole-process information push, timely accuracy of logistics information and personal information security protection were 85.3 points, 84.9 points and 84.6 points respectively, up 0.6 points, 0.3 points and 2.5 points respectively over the same period last year.

(2) time limit for express delivery services in key areas

The test found that the full time limit of express delivery service in the third quarter of 2023 was 54.24 hours, 2.50 hours shorter than the same period last year. The 72-hour punctuality rate was 83.75%, an increase of 3.36 percentage points over the same period last year.

From the perspective of sub-links, the average time limit of the outgoing processing link is 8.05 hours, which is 0.12 hours longer than the same period last year; the average time limit of the transportation link is 33.54 hours, which is 1.08 hours shorter than the same period last year; the average time limit of the delivery link is 9.74 hours, 0.78 hours shorter than the same period last year; and the average time limit of the delivery link is 2.91 hours, 0.75 hours shorter than the same period last year.

From the perspective of 72-hour punctuality, the brands with higher punctuality are Shun Feng Express, Zhongtong Express and Yunda Express.

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