Continuous optimization of service guarantee capabilities during peak express season
The results of the 2020 express service satisfaction survey and time limit test recently released by the State Post Bureau show that during the "13th Five-Year Plan" period, users’ satisfaction with delivery services has increased by 6.8 points compared with the end of the "12th Five-Year Plan" period. Delivery methods are welcomed by more and more users.
Bian Zuodong, deputy director of the Market Supervision Department of the State Post Bureau, said that the top 5 express companies in overall satisfaction are SF Express, JD Express, Post EMS, Zhongtong Express, and Yunda Express.
The full time limit and 72-hour punctuality rate of the 10 brand express companies are ranked from high to low: SF Express, Post EMS, JD Express, Zhongtong Express, Yunda Express, Best Express, Shentong Express, YTO Express, Daily Express, Debon Express.
Affected by the new crown pneumonia epidemic, the full time limit of express delivery services in key areas across the country in 2020 is 58.23 hours, which is 2.03 hours longer than in 2019; the 72-hour punctuality rate of express delivery services in 2020 is 77.11%, which is 2.15 percentage points lower than in 2019.
During the "Thirteenth Five-Year Plan" period, the entire time limit of express delivery services was shortened by 0.48 hours compared with the end of the "Twelfth Five-Year Plan" period, and the 72-hour punctuality rate increased by 1.58 percentage points.
Bian Zuodong said that in 2020, in the four links of sending place processing, transportation, sending place processing, and delivery, the time limit of the sending place processing and the sending place processing link has been improved, the time limit of the transportation link has been extended, and the delivery link The time frame is basically stable.
From the results of the express service satisfaction survey, in 2020, the public satisfaction of express services has increased compared with 2019. Among the five secondary indicators involved in evaluation, in addition to the decline in after-sales service scores, acceptance, solicitation, delivery and information The scores of all four indicators of service increased.
Bian Zuodong said that in 2020, user satisfaction with delivery services will further increase, due to the fact that express companies are more adaptable to users' differentiated delivery service needs, with diversified end-to-door delivery, smart express box delivery, and public service station delivery. The delivery service pattern was further improved.
From a regional perspective, the satisfaction score of the central and western regions continued to rise, indicating that the effect of "express delivery to the countryside" continued to show.
User satisfaction with express delivery services from cities to rural and remote areas has also increased compared with 2019.
In terms of user perception of the punctual rate of delivery by couriers, 61.9% of the surveyed users perceive an increase in the punctual rate of delivery by couriers.
The survey shows that in 2020, users' satisfaction scores for express delivery services during special periods have increased compared with 2019, indicating that express delivery companies continue to optimize their service guarantee capabilities in special periods such as peak seasons and Spring Festival holidays.
Bian Zuodong believes that while the overall satisfaction is improving, the shortcomings of express after-sales service still need to be filled, the initiative of after-sales service needs to be improved, the standardization, transparency, and convenience of complaint handling need to be strengthened, and compensation for damages The standards should be more clear.
The postal administration will strengthen supervision and urge express delivery companies to take effective measures for comprehensive improvement.
(Economic Daily-China Economic Net reporter Zhu Junbi)