The public satisfaction score for user express delivery services in the third quarter of 2024 is 83.7 points

On October 23, 2023, the State Post Bureau announced the results of its survey on express delivery service satisfaction and timely delivery rates for the third quarter of 2024. This announcement aims to enhance the monitoring of express service quality, provide an objective reflection of service levels, and promote improvement in the express delivery sector.

To gather data, a third-party organization conducted surveys on the satisfaction levels of express delivery services and tested delivery timelines across key regions in the country. The survey included major brands like China Postal Express, SF Express, ZTO Express, YTO Express, Yunda Express, Shentong Express, JD Express, Deppon Express, and Jitu Express. The research covered 50 cities, including municipalities, provincial capitals, and 19 cities with significant express delivery volumes.

Participants were surveyed online, with respondents rating their satisfaction in five areas: acceptance, collection, delivery, after-sales service, and information services, yielding a total of 10,871 valid responses. For timely delivery tests, 2.18 million samples were collected through systematic data sampling.

The results revealed that the overall public satisfaction score for express delivery services in Q3 2024 was 83.7, a slight increase of 0.8 points compared to the same period last year. Among the brands, SF Express and JD Express received the highest public satisfaction scores. In terms of regional satisfaction, Jiangsu, Shanghai, Chongqing, and Jilin scored above 85 points, indicating high levels of user satisfaction.

Further analysis of the delivery service aspects showed user satisfaction scores of 83.8 for perceived timeliness, 84.5 for delivery quality, and 84.7 for the service provided by delivery personnel, all reflecting year-on-year improvements. As for after-sales services, satisfaction scores for handling issue packages, complaints, and compensation for losses were 78.5, 78.4, and 81.1, respectively, with increases noted across the board.

When examining the timely delivery rates in key regions, testing showed that the average total delivery time was 53.32 hours, a reduction of 0.92 hours year-over-year. Breaking this down, the processing time at the origin averaged 8.22 hours, which represents a slight increase, while transportation time averaged 32.44 hours, reflecting a decrease. The processing time at the destination averaged 9.66 hours with a minor decrease, while delivery took an average of 3.00 hours, which was slightly longer than before.

The rate of delivery within 72 hours was recorded at 84.39%, marking an improvement of 0.64 percentage points compared to the last year. SF Express and ZTO Express had particularly high delivery rates within this timeframe.