State Post Bureau： In February, a total of 18,715 complaints were handled, with mail delay as the main problem.
Cctv news: The website of the State Post Bureau issued a notice on February 22, 2021 about users’ complaints in the postal industry. In February 2021, the State Post Bureau and the postal administrations of all provinces (autonomous regions and municipalities) handled a total of 18,715 complaints through the "12305" postal user complaint telephone and complaint website, a decrease of 13.6% from the previous month and a year-on-year increase of 45.5%.
I. General situation
1. There were 711 complaints involving postal services, accounting for 3.8% of the total complaints, up 17.1% from the previous month and 5.5% from the same period last year; There were 18,004 cases involving express delivery services, accounting for 96.2% of the total complaints, down 14.5% from the previous month and up 47.7% from the same period last year.
2. Among the accepted complaints, there were 2,026 effective complaints (those that confirmed corporate responsibility), an increase of 11% from the previous month and 3.7% from the same period last year. There were 62 effective complaints involving postal services, accounting for 3.1% of the effective complaints, an increase of 37.8% from the previous month and 8.8% from the same period last year; There were 1964 cases involving express delivery services, accounting for 96.9% of the effective complaints, up 10.3% from the previous month and 3.5% from the same period last year.
3. The satisfaction rate of users with the effective complaint handling of postal administrations is 97.7%, that of postal enterprises is 95.2%, and that of express delivery enterprises is 96.4%.
4. There were 3 cases in which the postal express delivery enterprises failed to reply to the complaints made by provincial postal administrations within the prescribed time limit, a decrease of 65 cases compared with the same period of last year.
Post express delivery enterprise overdue situation table
Unit: piece
one
China Post
one
one
2
other
2
2
total
one
2
three
Second, the postal service complaints
1. The situation of postal service complaints.
There were 711 complaints from users about postal services, up 17.1% from the previous month and 5.5% from the same period last year.
The main problems of postal service complaints are mail delay, delivery service and mail loss, which account for 36.7%, 31.5% and 17.7% of the total complaints respectively. Among them, the obvious growth of the chain is the problem of mail delay and mail loss.
Statistics on the amount of complaints about postal service problems
one
delay
261
36.7
33.2
2.4
91
149
one
2
18
2
Delivery service
224
31.5
-4.3
19.8
185
28
three
one
seven
three
Missing shortage
126
17.7
27.3
5.9
46
77
0
0
three
four
Receiving and sending service
35
4.9
288.9
2.9
27
five
one
2
0
five
damage
25
3.5
4.2
-19.4
seven
16
0
one
one
six
Illegal charges
seven
one
-46.2
0
seven
0
0
0
0
seven
other
33
4.6
3.1
-19.5
11
five
2
2
13
total
711
100
17.1
5.5
374
280
seven
eight
forty-two
2. The main problems of postal service complaints and the secondary reasons.
The main proportion of mail delay complaints is transit or transportation delay, the main proportion of delivery service complaints is false receipt, and the main proportion of mail loss and shortage complaints is that enterprises fail to compensate according to regulations.
3. The effective appeal of postal services.
There were 62 effective complaints from users about postal services, an increase of 37.8% from the previous month and 8.8% from the same period last year. The main problems of effective complaints of postal services are mail delay, mail loss and shortage and delivery service, which account for 41.9%, 24.2% and 22.6% of the total effective complaints respectively. Among them, the obvious increase in the chain is the problem of mail delay.
Statistics on effective complaints of postal services
one
delay
Package
14
26
41.9
188.9
4.0
letters
10
other
2
2
Missing shortage
Package
11
15
24.2
36.4
15.4
letters
four
three
Delivery service
letters
eight
14
22.6
-17.6
-6.7
Package
five
newspapers and periodicals
one
four
Receiving and sending service
letters
three
four
6.5
100
100
Package
one
five
damage
Package
2
2
3.2
-66.7
0.0
six
other
one
one point six
/
/
total
62
100
37.8
8.8
III. Complaints about Express Service
(A) the overall situation of express service complaints
1. Express service complaints.
There were 18,004 complaints from users about express delivery services, a decrease of 14.5% from the previous month and a year-on-year increase of 47.7%.
The main problems of express service complaints are loss and shortage of express mail, delay and damage of express mail, which account for 29.5%, 26.6% and 18.9% of the total complaints respectively. Among them, the chain growth is the delay of express mail, and the obvious year-on-year growth is the loss and shortage of express mail and the damage of express mail.
Statistical table of complaints about express delivery service
one
Missing shortage
5307
29.5
-23.1
104.0
2
delay
4797
26.6
5.4
16.6
three
damage
3401
18.9
-10.7
54.0
four
Delivery service
3290
18.3
-21.4
42.2
five
Receiving and sending service
530
2.9
-30.7
26.2
six
Illegal charges
222
1.2
-27.0
80.5
seven
collection on delivery
36
0.2
-59.1
9.1
eight
other
421
2.3
-6.2
12.3
total
18004
100
-14.5
47.7
2. The main problems and secondary causes of express service complaints.
The main proportion of complaints about loss and shortage of express mail is dissatisfaction with the compensation amount of enterprises, the main proportion of complaints about delay of express mail is transit or transportation delay, and the main proportion of complaints about damage of express mail is dissatisfaction with the compensation amount of enterprises.
3. The effective appeal of express service.
There were 1,964 effective complaints from users about express delivery services, up 10.3% from the previous month and 3.5% from the same period last year. The main problems of effective complaints about express service are express delay, express loss and shortage and delivery service, which account for 34.1%, 27.2% and 24.4% of the total effective complaints respectively. Among them, the obvious growth of the chain is the delay of express mail.
Statistics on Effective Complaints of Express Service
one
delay
670
34.1
58.0
-11.1
2
Missing shortage
535
27.2
-5.3
24.1
three
Delivery service
480
24.4
-3.0
1.3
four
damage
214
10.9
5.9
28.9
five
Receiving and sending service
31
one point six
-38.0
19.2
six
Illegal charges
17
0.9
0.0
142.9
seven
collection on delivery
three
0.2
-70.0
-78.6
eight
other
14
0.7
-17.6
-44.0
total
1964
100
10.3
3.5
(2) Complaints of major express delivery companies
The average complaint rate of express delivery enterprises in China (one million pieces of express business) is 3.54, and the average effective complaint rate is 0.39. Among the main problems of users’ complaints about express delivery enterprises, the average complaint rate of express loss and shortage is 1.04, the average complaint rate of express delay is 0.94, the average complaint rate of express damage is 0.67, and the average complaint rate of delivery service is 0.65.
Statistics on complaints of major express delivery companies
Unit: number of complaints/one million pieces of express mail business.
Missing shortage
delay
damage
Delivery service
one
BEST Express
7.00
2.62
1.91
0.97
1.20
0.03
2
DHL
8.17
/
3.00
0.82
1.63
/
three
Deppon express
14.97
2.27
4.59
6.31
0.98
4.04
four
Di Sifang
1.76
0.51
0.81
0.07
0.2
0.02
five
EMS
6.07
1.98
2.36
0.72
0.77
1.57
six
FedEx
8.34
one point six
2.89
0.96
0.64
0.64
seven
Jitu express
0.92
0.31
0.17
0.13
0.25
0.11
eight
JD Logistics
2.09
0.54
0.5
0.6
0.27
0.03
nine
Kuayue express
5.39
0.17
2.61
0.87
0.7
1.48
10
Civil aviation express
3.24
1.62
1.62
/
/
1.62
11
STO.Express
2.13
0.69
0.39
0.33
0.53
0.01
twelve
good name
3.5
0.94
0.48
1.73
0.16
0.02
13
Sur
4.37
1.21
1.21
0.49
0.97
2.18
14
Suning.com
/
/
/
/
/
/
15
Daily express
74.32
35.37
13.71
10.93
12.12
42.13
16
UPS
12.88
0.92
6.9
1.38
1.38
0.46
17
Yousu
7.41
2.24
1.57
2.39
0.67
1.35
18
yuantong express
5.08
1.98
1.06
0.63
1.09
0.05
19
Yunda Express
1.54
0.45
0.45
0.17
0.34
0.01
twenty
Zjs express
19.15
5.22
4.06
1.74
7.83
1.45
21
ZTO Express
0.95
0.21
0.11
0.14
0.33
0.001
22
Sinotrans-air transport
0.11
0.04
0.04
/
/
/
whole countryaverage
3.54
1.04
0.94
0.67
0.65
0.39
Note: 1. In ascending order according to the pinyin initials of enterprise names.
2. No users complained about the quality of service in Suning.cn this month.
(three) the provincial regional express service complaints
The appeal rate of provincial express service (one million pieces of express business) is 2.0 on average, and the effective appeal rate is 0.22 on average. Among the main complaints about express service in provincial regions, the average complaint rate of express loss and shortage is 0.59, the average complaint rate of express delay is 0.53, the average complaint rate of express damage is 0.38 and the average complaint rate of express delivery service is 0.37.
Statistical table of complaints about provincial regional express service
Unit: number of complaints/one million pieces of express mail business.
Missing shortage
delay
damage
Delivery service
one
Beijing
6.11
1.67
2.17
1.08
0.98
0.78
2
Tianjin
1.61
0.53
0.44
0.32
0.24
0.57
three
Hebei
1.86
0.64
0.65
0.35
0.18
0.06
four
Shanxi
2.26
0.80
0.47
0.57
0.36
0.51
five
Inner Mongolia
3.15
0.78
0.77
0.66
0.14
0.18
six
Liaoning (Province)
2.67
1.02
0.61
0.54
0.29
0.21
seven
Jilin (Province)
3.64
1.18
1.13
0.98
0.25
0.64
eight
Heilongjiang Province
5.09
1.51
2.01
0.90
0.32
1.07
nine
Shanghai
2.73
0.57
0.89
0.35
0.70
0.18
10
Jiangsu(Province)
2.05
0.69
0.56
0.37
0.32
0.33
11
Zhejiang(Province)
1.34
0.42
0.25
0.24
0.31
0.19
twelve
Anhui (Province)
1.58
0.51
0.35
0.28
0.38
0.09
13
Fujian(Province)
2.99
0.75
0.79
0.57
0.66
0.24
14
Jiangxi
1.04
0.37
0.16
0.21
0.26
0.19
15
Shandong(Province)
2.69
0.84
0.75
0.47
0.50
0.22
16
Henan(Province)
1.44
0.46
0.22
0.30
0.42
0.13
17
Hubei(Province)
2.14
0.54
0.47
0.54
0.42
0.29
18
Hunan
3.1
0.83
0.95
0.52
0.40
0.16
19
Guangdong
1.05
0.28
0.23
0.20
0.22
0.07
twenty
Guangxi
0.96
0.25
0.20
0.28
0.14
0.08
21
Hainan
2.43
0.78
0.44
0.55
0.50
0.13
22
Chongqing
1.19
0.21
0.21
0.31
0.17
0.06
23
Sichuan(Province)
1.11
0.31
0.18
0.35
0.21
0.06
24
Guizhou (Province)
7.29
2.28
2.26
0.85
1.67
1.47
25
Yunnan(Province)
1.60
0.56
0.32
0.39
0.24
0.08
26
Xizang
20.48
7.39
4.55
6.83
0.57
3.98
27
Shanxi(Province)
1.50
0.66
0.31
0.24
0.25
0.17
28
Gansu
2.59
0.74
0.77
0.75
0.23
0.49
29
Qinghai
2.14
0.89
0.27
0.71
0.27
/
thirty
Ningxia
1.06
0.32
0.09
0.46
0.14
0.18
31
Xinjiang
16.77
3.56
7.98
2.19
2.47
0.81
average
average
2.0
0.59
0.53
0.38
0.37
0.22
(four) the comprehensive index of the complaint handling work of major express delivery enterprises.
The average comprehensive index of complaint handling of 21 major express delivery companies is 95.97, with 10 express delivery companies above average and 11 below average.
Evaluation Form for Complaint Handling of Major Express Delivery Enterprises
one
DHL
100
2
Civil aviation express
100
three
Deppon express
99.22
four
Zjs express
99.14
five
Kuayue express
99.08
six
JD Logistics
98.02
seven
UPS
97.97
eight
Jitu express
97.77
nine
Yunda Express
97.65
10
Sur
96.84
11
good name
95.91
twelve
yuantong express
95.21
13
BEST Express
95.11
14
Daily express
93.98
15
ZTO Express
93.86
16
Di Sifang
93.52
17
FedEx
93.52
18
Sinotrans-air transport
93.52
19
STO.Express
93.34
twenty
EMS
92.95
21
Yousu
88.85
average
95.97
Note: 1. The comprehensive index of complaint handling is a comprehensive evaluation of the quality of enterprise complaint handling, which is ranked from high to low according to the level of enterprise complaint handling. When the comprehensive indexes are the same, they are arranged in ascending order according to the pinyin initials of the enterprise name.
2. The comprehensive index assessment parameters include five indicators: one-time settlement rate, overdue rate, irregular enterprise reply rate, untrue enterprise reply rate and job satisfaction rate. (Data is automatically generated by the system)
3. No users complained about the service quality of Suning.cn this month, so the comprehensive index will not be ranked.
Four, the comprehensive index of the provincial postal management agencies to deal with complaints.
The average comprehensive index of complaint handling in provincial postal administrations is 95.32, with 21 regions higher than the national average and 10 regions lower than the national average.
Evaluation Form for Complaint Handling of Provincial Postal Administration Organizations
one
Guizhou (Province)
99.40
2
Hubei(Province)
99.19
three
Sichuan(Province)
98.72
four
Yunnan(Province)
98.04
five
Xinjiang
98.02
six
Inner Mongolia
97.92
seven
Anhui (Province)
97.67
eight
Hunan
97.65
nine
Hebei
97.59
10
Heilongjiang Province
97.56
11
Fujian(Province)
97.37
twelve
Liaoning (Province)
96.99
13
Shandong(Province)
96.87
14
Qinghai
96.84
15
Chongqing
96.82
16
Guangdong
96.66
17
Gansu
96.58
18
Shanghai
96.57
19
Jilin (Province)
96.34
twenty
Shanxi(Province)
95.76
21
Tianjin
95.49
22
Guangxi
94.00
23
Hainan
94.00
24
Jiangsu(Province)
94.00
25
Jiangxi
94.00
26
Ningxia
94.00
27
Xizang
94.00
28
Zhejiang(Province)
93.97
29
Beijing
85.29
thirty
Henan(Province)
85.22
31
Shanxi
82.40
average
95.32
Note: 1. The comprehensive index of complaint handling is a comprehensive evaluation of the quality of complaint handling of provincial postal administrations, which is ranked from high to low according to the level of complaint handling of provincial postal administrations. When the comprehensive indexes are the same, they are arranged in ascending order according to the pinyin initials of the regional names.
2. The comprehensive index assessment parameters include four indicators: one-time settlement rate, overdue rate, correct rate and job satisfaction rate. (Data is automatically generated by the system)