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

CTOnews.com November 9 news, the State Post Bureau today announced the postal industry user complaints in the third quarter of 2023, postal express, Shun Feng Express, JD.com express ranked the top three satisfaction.

In the third quarter of 2023, the State Post Bureau and the postal administrations of various provinces (autonomous regions and municipalities) accepted a total of 66913 complaints through the "12305" postal user complaint telephone number and appeal website, with a complaint rate of 1.64 parts per million compared with business volume. Among them, a total of 4475 valid complaints (enterprises are responsible for service quality, the same below), compared with the business volume, the effective complaint rate is 0.11 parts per million.

The satisfaction rate of users to the effective complaint handling of postal administrative departments is 96.6%, to China Post Group Co., Ltd. (universal service business) is 94.7%, and to express delivery enterprises is 94.8%.

Number and category of postal universal service complaints users have 2155 complaints on postal universal service issues, of which 171are valid complaints, accounting for 7.94%. The main issues involved in valid complaints are lack of mail loss, mail delays and delivery services, accounting for 36.84%, 28.07% and 19.88% of the total number of valid complaints, respectively.

The main reasons for the appeal of the postal universal service are the second cause of the delivery service, and the majority of the complaints of mail delay are transit or transportation delay. most of the complaints about the loss of mail are dissatisfied with the amount of compensation for enterprises.

Number and category of complaints in express delivery services users have 64758 complaints about express service problems, of which 4304 are valid, accounting for 6.65%. The main issues involved in effective complaints are short loss of express delivery, delivery service and damage of express delivery, accounting for 31.83%, 30.74% and 16.38% of the total number of effective complaints, respectively.

The main reason for the appeal of express service is the secondary cause of the loss of express delivery. Most of the complaints about the loss of express delivery are dissatisfied with the amount of enterprise compensation, and most of the complaints about damage of express delivery are dissatisfied with the amount of enterprise compensation. Most of the complaints about delivery services are false signatures.

Complaint situation of major express delivery enterprises the average complaint rate of major express enterprises (one million pieces of express business) is 2.28, and the average effective complaint rate is 0.12. Among the main problems of users' complaints against express delivery services, the average complaint rates of damage, loss, delay and delay of express delivery services are 0.79, 0.66, 0.40 and 0.26, respectively. the average comprehensive index of complaint handling of major express delivery enterprises is 97.72, which is higher than the average and 3 lower than the average. The CTOnews.com attached ranking table is as follows:

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