China News Service, April 8. According to the website of the State Post Bureau, on April 8, the State Post Bureau held a regular press conference for the second quarter of 2024 to report the results of the 2023 express service satisfaction survey and time limit test. Lin Hu, Director of the Market Supervision Department of the State Post Bureau, said that in 2023, express delivery service satisfaction and time limit punctuality have not only effectively recovered but also been greatly improved against the background of high-quality development of the industry. Among them, express delivery service public satisfaction Both the degree score and the 72-hour delivery rate hit the best levels in history.
The survey shows that the public satisfaction score of express delivery services in 2023 is 84.3 points, an increase of 0.9 points from 2022. The satisfaction level of the five secondary indicators involved in evaluation has increased compared with 2022. Among them, the satisfaction scores of acceptance, collection, delivery, after-sales, and information links were 89.5 points, 88.7 points, 85.3 points, 76.3 points, and 84.5 points respectively, which increased by 0.4 points, 0.4 points, 0.9 points, 1.8 points, and 0.8 points respectively year-on-year. . Among the nine brands, the top two in terms of public satisfaction scores for express delivery services are SF Express and JD Express. Among the 50 cities, the top 15 cities with public satisfaction scores for express delivery services are Beijing, Qingdao, Shenyang, Jinan, Tianjin, Luohe, Zhengzhou, Ezhou, Taiyuan, Dongguan, Suzhou, Wenzhou, Shijiazhuang, Xiamen, and Yinchuan.
The time limit test results show that the entire express delivery service time limit in key areas across the country will be 56.42 hours in 2023, which is 2.40 hours shorter than the same period last year. The 72-hour delivery rate was 80.97%, a year-on-year increase of 3.15 percentage points. From the perspective of links, the average time limit of the processing link at the destination is 7.60 hours, an increase of 0.04 hours year-on-year; the average time limit of the transportation link is 35.51 hours, a decrease of 1.32 hours year-on-year; the average time limit of the processing link at the destination is 10.08 hours, a decrease of 0.68 hours year-on-year ; The average delivery time is 3.24 hours, 0.43 hours shorter than the same period last year (some data have been rounded). Judging from the 72-hour delivery rate of express delivery companies, SF Express, ZTO Express, Yunda Express, and Jitu Express are between 80% and 90%.
Lin Hu pointed out that there are four main reasons for the improvement in express delivery service quality in 2023. First, strong demand has driven improvements in service quality. my country's ultra-large-scale market advantage provides broad space for the development of the express delivery industry. The annual express delivery business volume completed 132 billion pieces, a year-on-year increase of 19.5%, laying a good foundation for improving service quality. Second, the work of ensuring smooth traffic in the industry has made positive progress. Actively discover and resolve difficult and stuck points, continue to clear up breakpoints and blockages, and make services more smooth. As the objective environment for development continues to improve, market entities are paying more attention to improving infrastructure and improving service capabilities and levels. Third, major market entities have paid more attention to service quality and have made many useful attempts. For example, measures such as optimizing transfer processing, applying intelligent equipment, increasing investment in rural networks, promoting green packaging, and upgrading customer service management have been implemented in many companies. Fourth, the postal management department organized and carried out service quality improvement actions, intensified governance efforts on some outstanding service quality issues, and user experience and satisfaction continued to increase.
Lin Hu said that improving service quality is a long-term and systematic project, and express delivery companies need to further strengthen their work in four aspects: First, effectively improve service capabilities in rural areas, including the upgrading of processing equipment and the improvement of service networks. Improved layout, continuous strengthening of terminal capabilities, etc. The second is to optimize product supply and more accurately match station delivery, box delivery, and door-to-door delivery to users to meet diverse needs. The third is to continue to improve the level of contract performance, especially to strengthen the unified management of service quality across the entire network of the express brand headquarters, to establish a solid brand awareness and integrity concept, and to make users feel more trustworthy. The fourth is to promote the coordinated development of e-commerce and express delivery and improve business processes. E-commerce providers can provide delivery method options when placing orders, which can improve delivery efficiency.
According to reports, the survey and testing were conducted by a third-party organization organized by the State Post Bureau. The monitoring objects include 9 express delivery service brands, specifically: Postal Express, SF Express, ZTO Express, YTO Express, Yunda Express, STO Express, JD.com Express, Debon Express and Jitu Express. The survey covers 50 cities, including municipalities, provincial capitals and 19 cities with large express delivery business volumes. The satisfaction survey uses online surveys and other methods. Users who use express delivery services in 2023 will evaluate their satisfaction in five aspects: acceptance, collection, delivery, after-sales and information, and a total of 175,000 valid samples were obtained. The time-limited test adopted a systematic data sampling method, and its business scope was domestic long-distance express mail, and a total of 7.82 million valid samples were obtained. (China News Finance)