Yang Shi Wang·2025-07-18 09:33Core Insights - The National Postal Administration conducted a survey to monitor express delivery service quality and promote industry improvement, focusing on customer satisfaction and timely delivery rates for the second quarter of 2025 [1] Group 1: Survey Overview - The survey included nine express delivery brands: Postal Express, SF Express, Zhongtong Express, YTO Express, Yunda Express, Shentong Express, JD Express, Debon Express, and Jitu Express [1] - The survey covered 50 cities, including municipalities, provincial capitals, and 19 cities with high express delivery volumes [1] - A total of 9,211 valid samples were collected for customer satisfaction evaluation across five service aspects, while 2.4 million samples were collected for timely delivery testing [1] Group 2: Customer Satisfaction Results - The overall customer satisfaction score for express delivery services in Q2 2025 was 85.1, an increase of 1.3 points year-on-year [2] - SF Express and JD Express received the highest satisfaction scores among brands [3] - Regions with high satisfaction scores included Shanghai, Beijing, Inner Mongolia, Shanxi, Hebei, Shandong, and Jiangsu, all scoring above 86 [3] - Satisfaction scores for order services via unified customer service hotline reached 90.8, up by 2.0 points year-on-year [3] - User satisfaction scores for delivery service timeliness and quality were 86.9 and 86.4, reflecting increases of 4.7 and 1.7 points respectively [3] Group 3: Timeliness and Delivery Rates - The average total time for express delivery services in Q2 2025 was 51.08 hours, a reduction of 1.99 hours year-on-year [4] - Breakdown of average times showed: - Processing at the shipping location: 8.44 hours (up 0.34 hours) - Transportation: 30.98 hours (down 1.44 hours) - Processing at the destination: 8.89 hours (down 0.77 hours) - Delivery: 2.77 hours (down 0.11 hours) [4] - The 72-hour delivery success rate was 86.85%, an increase of 2.13 percentage points year-on-year [5] - Postal Express and SF Express had the highest 72-hour delivery success rates among brands [6]