SF Express and JD.com top the list, and the State Post Bureau releases the 2023 Express Service Satisfaction Survey and Time Limit Test Results

According to news from this site on April 8, according to the China Post Express Newspaper, on April 8, the State Post Bureau held a regular press conference for the second quarter of 2024 to inform the express delivery industry in 2023. Service Satisfaction Survey and Timeline Test Results. 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 under the background of high-quality development of the industry. Among them, Express Both the service public satisfaction score and the 72-hour delivery rate hit the best level 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 collection, 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 year-on-year respectively. point.

Among the 9 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.

Time limit test results show that the entire express delivery service time limit in key areas across the country in 2023 is 56.42 hours, shortened by 2.40 hours year-on-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 for the processing link at the place of destination is 7.60 hours, 0.04 hours longer than the same period last year; the average time limit for the transportation link is 35.51 hours, 1.32 hours shorter than the same period last year; the average time limit for the processing link at the place of destination is 10.08 hours hours, a year-on-year decrease of 0.68 hours; the average delivery link time limit was 3.24 hours, a year-on-year decrease of 0.43 hours (some of the data has 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 of express delivery service quality in 2023:

• First, strong demand has driven the improvement of 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.

• Industry insurance protection work has made positive progress. Actively discover and resolve difficult and stuck points, and continue to clear up breakpoints and blockages, making services more seamless. 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 made many useful attempts on service quality. 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. These efforts are aimed at improving service levels and meeting consumer needs. Reflected in many companies, these measures are all aimed at better serving consumers. As market competition intensifies, service quality has become the key to enterprise development. Therefore, improving service quality and enhancing customer satisfaction have become the only way for enterprise development

• Fourthly, the postal management department organized and carried out service quality improvement actions to solve some outstanding service quality problems Governance efforts have been intensified, and user experience and satisfaction have been continuously enhanced.

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:

• The first is to effectively improve the service capabilities in rural areas, including the upgrading and transformation of processing equipment, the improvement of the layout of the service network, and the continuous strengthening of terminal capabilities.

• The second is to optimize product supply, 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 strong 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 provides delivery method options when placing orders, which can improve delivery efficiency.

According to reports, this survey and test was 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 Express, Deppon Express and Jitu Express. The survey covers 50 cities, including municipalities, provincial capitals and 19 cities with large express delivery business volume.

This site noticed that 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. A total of valid Sample 175,000. The time-limited test adopted a systematic data sampling method, and its business scope was domestic long-distance express mail. A total of 7.82 million valid samples were obtained.

The above is the detailed content of SF Express and JD.com top the list, and the State Post Bureau releases the 2023 Express Service Satisfaction Survey and Time Limit Test Results. For more information, please follow other related articles on the PHP Chinese website!