my country's Q2 express service time limit in 2024 is 53.07 hours, a year-on-year decrease of 0.92 hours

According to news from this site on July 24, the State Post Bureau announced today that in order to strengthen the monitoring of express delivery service quality, objectively reflect the service level of enterprises, and promote the improvement of development quality and efficiency of the express delivery industry, the State Post Bureau organized a third-party agency to conduct a review of the second quarter of 2024. Surveys and tests were conducted on express delivery service satisfaction and time-bound delivery rates in key areas across the country. The relevant situation is now announced as follows:

The monitoring objects in 2024 include 9 express service brands, specifically: Postal Express, SF Express, ZTO Express, YTO Express, Yunda Express, STO Express, JD Express, Deppon Express and Jitu Express.

The survey covers 50 cities, including municipalities, provincial capitals and 19 cities with large express delivery business volume.

The satisfaction survey adopts an online survey method. Users who use express delivery services in 2024 will evaluate their satisfaction in five aspects: acceptance, collection, delivery, after-sales and information, and a total of 5962 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 2.2 million valid samples were obtained.

The survey results attached to this site are as follows:

1. Satisfaction with express delivery services

The survey shows that the public satisfaction score for user express delivery services in the second quarter of 2024 was 83.8 points, a year-on-year increase of 2.0 points.

In terms of brand public satisfaction, the brands with higher scores are SF Express and JD Express.

In terms of regional public satisfaction scores, Chongqing, Heilongjiang, Fujian, Jilin, Gansu, Xinjiang, Shandong, and Henan scored higher than 85 points, indicating high satisfaction.

The survey shows that in the second quarter of 2024, in terms of acceptance services, the user satisfaction scores of unified customer service hotline acceptance, ordinary telephone acceptance, online acceptance, and outlet acceptance were 88.8 points, 89.1 points, 86.9 points, and 86.9 points respectively, year-on-year Increases of 4.5 points, 2.4 points, 3.2 points, and 1.9 points respectively. In terms of after-sales service, the user satisfaction scores for problem handling, complaint handling, loss compensation, and invoice services were 77.0 points, 75.0 points, 80.7 points, and 88.2 points respectively, which increased by 3.4 points, 2.1 points, 6.1 points, and 5.3 points respectively year-on-year. .

2. Delivery rate of express delivery services in key areas across the country

The test found that the entire express delivery service time limit in the second quarter of 2024 was 53.07 hours, a year-on-year shortening of 0.92 hours. Among them, from the perspective of links:

The average time limit for the processing link at the destination is 8.10 hours, 0.27 hours longer than the same period last year;
The average time limit for the transportation link is 32.42 hours, 1.19 hours shorter than the same period last year;
The average time limit for the processing link at the destination place is 9.66 hours hours, an increase of 0.06 hours year-on-year;
The average delivery time is 2.88 hours, a decrease of 0.07 hours year-on-year (part of the data has been rounded).

The 72-hour delivery rate is 84.72%, a year-on-year increase of 0.5 percentage points. In terms of brands, the brands with higher 72-hour delivery rates are SF Express and ZTO Express.

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