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The following is the Public satisfaction ranking of express delivery enterprises in 2020 From State Post Bureau recommended by recordtrend.com. And this article belongs to the classification: logistics.
CCTV news client reported on January 14 that Bian Zuodong, deputy director of the market supervision department of the State Post Office, released the results of the express service satisfaction survey and time limit test in 2020 at the regular press conference held in the first quarter on January 14. Bian Zuodong said that during the “13th five year plan” period, the overall satisfaction of express delivery service and public satisfaction increased by four and five times respectively, and the user’s satisfaction with delivery service increased by 6.8 points compared with the end of the “12th Five Year Plan”. The platform based and intensive delivery mode is welcomed by more and more users.
From the survey results of express service satisfaction, in 2020, the overall score of express service satisfaction is 76.7 points, which is 0.6 points lower than that in 2019; among them, the score of public satisfaction is 84.2 points, which is 0.2 points higher than that in 2019; the score of time measurement satisfaction is 69.2 points, which is 1.3 points lower than that in 2019. During the “13th five year plan” period, the overall satisfaction of express delivery service increased by 2.7 points compared with the end of the “12th Five Year Plan”, of which the public satisfaction increased by 3.7 points.
The overall satisfaction ranking of express enterprises is: SF express, Jingdong express, EMS, Zhongtong express, Yunda express, Baishi express, Yuantong express, Shentong express, Tiantian express and Debang express. Among them, the ranking of public satisfaction is: SF express, Jingdong express, EMS, Zhongtong express, Yuantong express, Yunda express, deppon express, Baishi express, Shentong express and Tiantian express.
In terms of public satisfaction, the scores of acceptance, collection, delivery and information service increased except for the decrease of after-sales service. Bian Zuodong said that in 2020, express delivery enterprises will more adapt to the differentiated delivery service needs of users, and the diversified terminal delivery service pattern composed of door-to-door delivery, intelligent express box delivery and public service station delivery will be further improved. Users’ satisfaction with the delivery service was further improved, from 86.2 in 2019 to 87.0 in 2020, up 6.8 points from the end of the 12th Five Year Plan. In terms of delivery mode, the platform based and intensive delivery mode is welcomed by more and more users. 78% of the surveyed users said that they can accept express delivery to express terminal service stations, intelligent express boxes and other collection points. Especially during the epidemic period, the popularization of contactless delivery service accelerated the acceptance of these delivery methods.
In different regions, the service performance of the central region is the best, and the satisfaction score has increased steadily for five consecutive years; the service performance of the western region has the most obvious increase compared with that of 2019; the service performance of the eastern region has decreased compared with that of 2019. The satisfaction scores of central and western regions continue to rise, indicating that the effect of “express delivery to the countryside” continues to show. The customer satisfaction score of urban express service to rural and remote areas was 81.5, up 1.1 points from 2019. In 2020, Baoji, Changchun, Luohe, Yinchuan, Taiyuan, Linyi, Hefei, Lanzhou, Wuhu, Urumqi, Hohhot, Quanzhou, Guilin, Wuhan and Haikou are the top 15 cities of express public satisfaction.
In the 2020 survey, we also conducted a sampling survey on some items closely related to express service. In the aspect of user perception of on-time pick-up rate of couriers, 61.9% of the surveyed users perceived that the on-time pick-up rate of couriers increased. The survey also shows that the service guarantee ability of express delivery enterprises in special periods such as peak season and Spring Festival holidays is further enhanced. In 2020, the customer satisfaction score of express service in special period is 83.9 points, which is 0.5 points higher than that in 2019, and the service in special period is continuously optimized.
Bian Zuodong pointed out that during the 13th Five Year Plan period, the overall satisfaction score of express delivery service increased for four consecutive years from 2016 to 2019, and the public satisfaction increased for five consecutive years. Although the time measurement satisfaction fluctuated, it was still 0.7 points higher than that in 2015. While improving the overall satisfaction, the short board of after-sales service needs 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 the standard of damage compensation should be more clear. The postal administration will strengthen supervision and urge express enterprises to take effective measures to comprehensively improve.
Novel coronavirus pneumonia was the main reason for the delivery of the new products. The time limit for the express delivery service in the key areas of China was 58.23 hours in 2020, which was 2.03 hours longer than that in 2019. The 72 hour punctuality rate is 77.11%, 2.15 percentage points lower than that in 2019. From the monthly situation, January to march was significantly affected, the whole time limit was significantly extended, and the 72 hour punctuality rate decreased significantly. Since April, with the effect of returning to work, gradually approaching the normal level. During the “13th five year plan” period, the whole process time limit was shortened by 0.48 hours compared with the end of the “12th Five Year Plan”, and the 72 hour punctuality rate increased by 1.58 percentage points.
The total time limit and 72 hour punctuality rate of the 10 brands are: SF express, EMS, Jingdong express, Zhongtong express, Yunda express, Baishi express, Shentong express, Yuantong express, Tiantian express and Debang express.
In the four links of handling at the place of departure, transportation, handling at the place of arrival and delivery, the time limit of handling at the place of departure and handling at the place of arrival has been improved, the time limit of transportation has been extended, and the time limit of delivery has been basically stable.
In different regions, the average time limit of national express to the eastern region is 53.51 hours, 2.05 hours shorter than that in 2019; the average time limit of national express to the central region is 58.42 hours, 0.80 hours longer than that in 2019; the average time limit of national express to the western region is 68.60 hours, 4.97 hours longer than that in 2019.
According to the introduction, the survey and test were conducted by the third-party organization organized by the state post office. The survey objects were 10 full network express service brands that ranked first in domestic express business volume in 2019 and reflected the main market share. The survey covered 50 cities, including all provincial capitals, municipalities directly under the central government and 19 key cities with large express business volume. In the satisfaction survey, the users who used express service in 2020 evaluated the satisfaction of five express service links and 22 basic indicators, including acceptance, collection, delivery, after-sales and information. Through computer-aided telephone interview and online survey, a total of 75800 effective samples were obtained. The time limit test adopts the methods of systematic sampling test and questionnaire survey. The business scope of the test is remote express business, and the test methods are systematic sampling test and actual delivery test. A total of 4.8 million valid samples have been obtained.
Read more: National Post Office: Q1 express satisfaction ranking in 2018 National Post Office: Q1 China express satisfaction survey in 2017 Shunfeng becomes the biggest winner post office: in Q2 of 2018, customer satisfaction with express delivery service is 78.1 National Post Office: it is estimated that the coverage rate of township express outlets will reach 100% in 2020 National Post Office: it is estimated that China’s express delivery will exceed 80 billion pieces in 2020 National Post Office: in November 2020, the annual business volume of national express delivery will exceed 70 billion pieces National Post Office: from January to September, the total business volume of national express service enterprises reached 56.14 billion pieces, with a year-on-year growth of 27.9%. National Post Office: from October 1 to 8, 2020, China delivered 1.8 billion pieces of express packages, with a year-on-year growth of 62.51%. National Post Office: in 2020, 651 million pieces of express packages will be delivered nationwide during the Dragon Boat Festival holiday Year on year growth of 47.68% national post office: from January to may 2020, the nationwide express delivery volume will reach 26.41 billion pieces, with a year-on-year growth of 18.4% national post office: it is estimated that the express delivery business volume will reach 2.8 billion pieces at the peak of “double 11” in 2019 National post office: q1-q3 express delivery business volume will increase by 26.4% in 2019 National Post Office: China’s express delivery development index in September 2019 will be 222.4% Year on year increase of 23.7% national post office: in 2018, China’s express delivery volume reached 50.7 billion pieces, surpassing the sum of Europe, America and other developed economies. National Post Office: in June 2019, the express delivery business volume exceeded 5.4 billion pieces, with a growth rate of nearly 30%
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