On November 5, on the eve of November 11, the State Post Office issued a notice on the satisfaction survey of express service in the third quarter of 2019 and the test results of punctuality rate of time limit. The notice involves ten express logistics companies and adopts the scoring system, of which only SF and JD scored more than 80 points.
According to the survey results of public satisfaction of express service, the public satisfaction score of user express service in the third quarter of 2019 was 78.2 points, up 0.1 points year on year, up 0.2 points from the second quarter of this year.
In terms of public satisfaction of express delivery enterprises, the enterprises with scores of more than 80 are SF express and JD logistics, the enterprises with scores of 76-80 are Postal EMS, Zhongtong express, Yunda express, Yuantong express, Baishi express and Shentong express, and the enterprises with scores of 74-76 are Debang express and Yousu express.
In terms of the scores of regional public satisfaction, Beijing, Hebei, Heilongjiang, Jilin, Liaoning, Henan, Guangxi and Gansu scored above 79, showing good performance; Hainan and Tibet scored below 76, showing room for further improvement.
In addition, in the second quarter of 2019, in terms of complaint handling, 48.1% of the surveyed users chose the unified customer service hotline when they complained about express mail problems, down 1.2% year on year; the satisfaction of complaint handling service was 59.7 points, up 2.1 points year on year. In the aspect of express sign in information feedback, the proportion of sign in information fed back by SMS is 61.2%, down 2.1% year on year; the proportion of sign in information fed back by wechat is 14.7%, up 2.7% year on year; the satisfaction of sign in information feedback is 81.9 points, up 0.2 point year on year. In terms of express safety, damage and deformation are the most concentrated problems reflected by users; Express safety satisfaction is 79.2 points, up 1.0 points year on year.
Secondly, in terms of punctuality rate of time limit of express service in key regions of the country, the whole time limit of express service in the third quarter of 2019 is 58.87 hours, 2.3 hours shorter than the same period last year. The 72 hour punctuality rate was 76.50%, up 1.57 percentage points year on year.
From the point of view of different links, except for the extension of the link section, the other three links have been improved. The average time limit of the processing link at the place of delivery is 7.56 hours, a year-on-year decrease of 1.73 hours; the average time limit of the transportation link is 36.85 hours, a year-on-year decrease of 0.48 hours; the average time limit of the processing link at the place of delivery is 9.54 hours, a year-on-year increase of 0.04 hours; the average time limit of the delivery link is 4.92 hours, a year-on-year decrease of 0.12 hours.
'besty' enterprises (including EMS, SF express, Yuantong express, Zhongtong express, Shentong express, Yunda express and Baishi express) have an average time limit of 43.76 hours in the top 30 cities (the top 30 cities in 2018 among the 50 cities tested), a year-on-year decrease of 1.09 hours; the 48 hour punctuality rate is 70.45%, a year-on-year increase of 1.12 percentage points. (green plum)