Last year’s express service satisfaction survey： the aging level declined for the first time in four years.

　　CCTV News:According to the website of the State Post Bureau, the State Post Bureau announced today the results of the satisfaction survey on express delivery service in 2017. The survey shows that users’ overall satisfaction with the service of express delivery industry has declined slightly, while public satisfaction has maintained an upward trend. In 2017, the overall satisfaction score of express delivery service was 75.7 points, down 0.1 points from 2016; Among them, the public satisfaction score was 80.8 points, up 0.3 points, and the public evaluation of express delivery service was good; The satisfaction score of time measurement was 70.7 points, down by 0.4 points, and the timeliness level of express delivery declined for the first time in four years.

　　The State Post Bureau commissioned a professional third party to investigate the satisfaction of express delivery service in 2017. In 2017, the satisfaction survey of express delivery service covered 50 cities, including all provincial capitals, municipalities directly under the Central Government and 19 key cities with large express delivery business. The test targets are 10 network-wide express service brands with the highest domestic express business volume and good service level in 2016, including: postal EMS, SF Express, YTO Express, ZTO Express, Shentong Express, Yunda Express, Baishi Express, Tiantian Express, ZJS Express and Express Express Express. A total of 85,501 valid samples were obtained.

　　The survey shows that users’ overall satisfaction with the service of express delivery industry has declined slightly, while public satisfaction has maintained an upward trend. In 2017, the overall satisfaction score of express delivery service was 75.7 points, down 0.1 points from 2016; Among them, the public satisfaction score was 80.8 points, up 0.3 points, and the public evaluation of express delivery service was good; The satisfaction score of time measurement was 70.7 points, down by 0.4 points, and the timeliness level of express delivery declined for the first time in four years.

　　The overall satisfaction ranking and scores of express delivery enterprises are: SF Express (83.4 points), Postal EMS(79.9 points), ZTO Express (76.8 points), Yunda Express (76.5 points), YTO Express (75.0 points), Shentong Express (74.1 points), Baishi Express (74.0 points) and ZJS Express (71. Among them, the overall satisfaction of Yunda Express and Baishi Express increased significantly.

　　In terms of public satisfaction, among the four secondary indicators involved in evaluation, the satisfaction score of the acceptance link was 84.6 points, up 1.4 points from 2016; The satisfaction score of the collection link was 84.4 points, up 1.2 points from 2016; The satisfaction score of the delivery link was 81.1 points, down 0.1 points from 2016; The after-sales satisfaction score was 75.4 points, which was the same as that in 2016.

　　Among the 16 three-level indicators involved in the evaluation, the indicators with high user satisfaction are: the service of collecting staff, the acceptance of ordinary telephone calls, the inquiry service, the quality of collecting staff, the time limit for coming to the door, the online ordering, the quality of delivery and the service of dispatching staff. The indicators of increased satisfaction are: sign-in information feedback, online ordering, express delivery fee, door-to-door time limit and ordinary telephone acceptance. The indicator of reduced satisfaction is complaint service.

　　In the acceptance process, the satisfaction scores of ordinary telephone acceptance, unified customer service acceptance and online order placing were 86.7 points, 82.8 points and 83.9 points respectively, which were all improved compared with 2016. There is little difference in the acceptance service of ordinary telephone among express delivery enterprises, and the service has reached a high level; Express delivery companies have great differences in unified customer service acceptance; As a new acceptance method, network acceptance has been recognized by users, but there is still room for further improvement. Companies that perform well in the acceptance process are SF Express, ZTO Express and Yunda Express.

　　In the collection process, the satisfaction scores of door-to-door time limit and express delivery fee were 84.2 points and 82.4 points respectively, which was higher than that in 2016; The collection quality and service satisfaction of the collection staff were 85.8 points and 87.6 points, respectively, slightly higher than that in 2016; In the collection process, the service difference among enterprises is small, and most enterprises have increased.

　　In the delivery process, the satisfaction score of the receipt information feedback was 79.6 points, up 2.4 points from 2016, and the progress was obvious; The scores of time limit perception, delivery quality, delivery range perception and dispatcher service satisfaction were 78.2 points, 83.3 points, 79.0 points and 83.1 points respectively. Companies that perform well in the delivery link are SF Express, ZTO Express and Post EMS.

　　In the after-sales link, the inquiry service performed the best, with a satisfaction score of 86.5 points, up 0.4 points compared with 2016; The score of complaint service satisfaction is low, which is 50.3 points, down 1.1 points from 2016. Companies with good after-sales performance include SF Express, Yunda Express and ZTO Express.

　　In different regions, the central region of China has the best service performance, and the scores of the central and western regions continue to rise, indicating that the effect of "express delivery to the west and down" continues to appear. In terms of large areas, the satisfaction score in Northeast China is high, and the northwest and central China have increased significantly. The user’s satisfaction score with the express delivery service from the city to rural or remote areas was 74.7 points, up 0.4 points from 2016. In 2017, the top 15 cities in the public satisfaction score of express delivery were Changchun, Luoyang, Harbin, Shijiazhuang, Dalian, Zhengzhou, Shenyang, Qingdao, Jinan, Taiyuan, Changsha, Baoji, Lanzhou, Xining and Beijing.

　　In the 2017 annual survey, a sample survey was also conducted on some matters closely related to express delivery services.

　　From the perspective of ordering methods, users affirmed the new online ordering methods, among which the satisfaction score of using the network platform was 82.8 points, up 1.9 points from 2016; In terms of the use of mobile phone clients, the satisfaction of users was 85.0 points, up 2.6 points from 2016.

　　For the problem of express delivery price, users gradually tend to be rational. 81% of users can accept the price increase of express delivery, among which 55.4% users think that the price increase of express delivery should be increased, 48.4% users accept the price increase of express delivery because it can maintain the stability of express delivery outlets to a certain extent, and 43.3% users accept the price increase because the living conditions of couriers need to be improved.

　　The survey also shows that the ability of express delivery companies to cope with special periods has been continuously enhanced. In 2017, the public satisfaction score of users using express delivery in Spring Festival was 77.3 points, up 0.4 points from 2016. Among them, 57.6% users think that they can have a holiday during the Spring Festival, but they should ensure an appropriate operating ratio. During the "double 11" period, more than 50% of users thought that the express delivery time was almost the same as usual or faster than usual.