in order to promote the healthy development of China’s express delivery service, in the first half of 2009, the State Post Bureau has commissioned the zero survey company to investigate the satisfaction of domestic express service. Notice is as follows:
first, the basic situation of
the scope of the investigation, Beijing, Shenyang, Ji’nan, Nanjing, Nanchang, Zhengzhou, Kunming, Xi’an, Changsha, Lanzhou, Shanghai, Chongqing, Tianjin, Guangzhou, Shenzhen, Wuhan, Chengdu, Taiyuan, Fuzhou, Suzhou, Qingdao, Dalian, Hangzhou 23 city. The investigation of the enterprise, postal EMS, air express, STO, SF EXPRESS, Zhaijisong, Yuantong express, express, daily express, rhyme delivery, express, express pass a total of 11. Methods of investigation, quantitative investigation and field testing. Among them, a total of 5446 valid questionnaires were collected, the number of field tests was as fast as the number of items, the two part of the express service satisfaction survey results. Compared with the previous year, the satisfaction degree of the express service is more extensive and the content is more comprehensive, which reflects the level of express service in china.
two, survey results
survey shows that the overall satisfaction of courier services averaged 66.7 points, an increase of more than 2008 points by 1.8. Among them, the average public satisfaction score of 69.1 points, compared with 2008 increased by 1 points. The average satisfaction rate of field test was 64.1, up by 2.5 points over 2008. The public is more satisfied with the courier service, acceptance and after-sales service, satisfaction were 72.7 points, 65.6 points and 65.4 points; not satisfied with delivery service, satisfaction of 64 points. Compared with 2008, acceptance, satisfaction and service satisfaction were improved 2 points, 0.8 points and 11.6 points, delivery service satisfaction decreased by 3.1 points.
acceptance, the public on the service phone connection speed, the admissibility of personnel, such as civility and give a higher evaluation of the admissibility of the staff did not take the initiative to make an appointment time is not satisfied. Accept do better enterprises SF EXPRESS, Zhongtong express, Yuantong express. Lanshou, public Lanshou staff service attitude of enthusiasm, in accordance with the provisions to strengthen the express visual inspection, express price transparency and give a high evaluation, low surface to express the enterprise single production standard, fair and reasonable evaluation of standard terms. Good Lanshou the enterprises have SF EXPRESS, home delivery, through courier. The public to express delivery, loss, damage reduction is satisfied, not satisfied with the shipment within the time limit for acceptance, delivery to the sender active feedback delivering results. Better delivery companies have SF EXPRESS, post EMS, civil aviation express.
customer service, to the public timely processing, convenient query, query detailed and accurate, complaint handling staff service attitude is very satisfied, hope the courier companies to provide more convenient, more channels for complaints. Has done a better job after the sale of the company, SF EXPRESS post, civil aviation express. Express service complaints, express delay is the main