Xinhua News Agency, Beijing, April 25th Title: Is the express delivery faster? How is public satisfaction? The State Post Bureau released the 2024 annual survey results

Xinhua News Agency reporters Ye Haoming and Wei Hongyi

Express delivery is a new mode of transportation connecting thousands of cities and industries and connecting online and offline. It is a "barometer" for the prosperity of the consumer market and a "booster" for the high-quality development of the national economy. In 2024, has my country's express delivery become faster? How is public satisfaction? On the 25th, a relevant person in charge of the State Post Bureau responded.

"In 2024, the full time limit for express delivery services in key areas across the country was 53.88 hours, a year-on-year shortening of 2.54 hours, and the 72-hour imperative rate was 83.95%, an increase of 2.98 percentage points year-on-year." Lin Hu, spokesperson of the State Post Bureau and director of the Market Supervision Department, said at a regular press conference for the second quarter held on the same day.

The full time limit of express delivery services refers to the length of time required for express delivery from collection to delivery, and is a key indicator to ensure the quality of express delivery services.

Lin Hu said that the 2.54 hours shortened in 2024 are closely related to express delivery companies' ability to increase technological empowerment, strengthen basic capacity investment, and optimize resource factor allocation.

The 72-hour delivery rate is the ratio of express delivery companies to submit express delivery within 72 hours, and is also one of the important indicators to measure the quality and efficiency of express delivery services. High delivery rate means that express delivery companies can deliver higher proportions of express delivery in a short period of time, improving customer satisfaction and enhancing market competitiveness.

Lin Hu introduced that many express delivery companies have taken advantage of the comprehensive three-dimensional transportation network to increase diversified transportation modes, open air and high-speed rail freight dedicated lines for key areas, and strengthen operation guarantee capabilities. At the same time, time-limited products such as half-day delivery service and same-day delivery service have been upgraded. "The timeliness commitment provides customized requirements such as delivery at a specific time, priority delivery, and service guarantees such as time-out compensation. Multiple types of express service time-limited products are available for users to choose from." Lin Hu said.

According to the survey, the public satisfaction score of express delivery services in 2024 was 84.6 points, an increase of 0.3 points year-on-year. Among the secondary indicators involved in evaluation, the ordering process scored the highest, at 90.5 points. Lin Hu believes that this is closely related to the quality and upgrading of services such as diverse ordering channels and the function of filling in the receiving and sending address, and the promise of guaranteed compensation for timeouts.

" When users go to the express service station to place an order, they can witness the packaging process of express delivery on site, and the video monitoring throughout the process ensures transparency, so as to facilitate complete traceability when problems arise. Contact the courier, and users can directly express their needs and related information through face-to-face communication to ensure the accuracy and immediacy of information transmission." Lin Hu believes that the face-to-face interaction of offline ordering not only meets the personalized and differentiated needs of users, but also enhances the trust and reliability of the service, bringing users a good interpersonal communication experience.

Among the evaluation indicators of satisfaction, the satisfaction with handling service issues increased by 1.3 points year-on-year. Lin Hu introduced that in 2024, express delivery companies have taken a series of positive measures in the handling of service issues. By opening rapid claims services, introducing AI customer service, using artificial intelligence to quickly respond to common problems, and exploring the "human-machine combination" service model, satisfaction in problem-based parts handling, complaint handling and loss compensation has been improved.

"We will continue to strengthen supervision and urge enterprise customer service to actively handle user consultations and complaints, so as to provide better services to the majority of postal industry users." Lin Hu said.