Core Insights - The public satisfaction with express delivery services in China has improved, with a score of 84.6 in 2024, an increase of 0.3 points year-on-year [2] - The average delivery time for express services has decreased to 53.88 hours, a reduction of 2.54 hours compared to the previous year [2] - The 72-hour delivery rate has increased to 83.95%, up by 2.98 percentage points year-on-year [2] Delivery Service Satisfaction - In 2024, the satisfaction scores for five secondary indicators related to express delivery services showed improvements, with scores for order placement, service issue handling, and information satisfaction at 90.5, 77.6, and 85.6 respectively, reflecting increases of 1.0, 1.3, and 1.1 points year-on-year [2][3] - The top two express service brands in terms of public satisfaction are SF Express and JD Express [2] Regional Performance - Satisfaction levels have significantly improved across Eastern, Central, and Western regions, with the Eastern region performing the best and the Western region showing the most improvement [2] Service Improvement Initiatives - The increase in satisfaction regarding service issue handling is attributed to measures such as rapid claims services, AI customer service, and enhanced staff training, leading to better handling of complaints and compensation [4] - Express companies have enhanced their operational efficiency through technological advancements, including automation and optimization of resource allocation [4][5] Delivery Efficiency Enhancements - The express delivery sector has improved its 72-hour delivery rate by leveraging a comprehensive transportation network and introducing diverse transport methods, including dedicated air and high-speed rail freight lines [5] - Companies have upgraded their service offerings to include specific time deliveries and priority dispatch options, enhancing the overall service experience from collection to delivery [5]