黑猫投诉2025年度物流领域投诉数据报告：物流行业回复率差异明显

Core Insights - The report by Black Cat Data Center and Black Cat Complaints highlights the trends and issues in the logistics sector based on complaint data for 2025, indicating a significant increase in complaints due to the growth of e-commerce and logistics demand [1][12]. Complaint Volume - The total number of complaints in the logistics sector for 2025 reached nearly 220,000, representing a year-on-year increase of 5.52% compared to 2024, driven by spikes in order volumes during major shopping events [2][13]. Typical Complaint Issues - Major complaint issues in logistics are categorized into three areas: 1. Loss or damage of goods during delivery, affecting customer experience 2. Failure to deliver to specified locations as requested by customers 3. Delivery delays, particularly during holiday periods [3][14]. Complaint Breakdown - Complaints regarding lost or damaged items account for approximately 35% of total complaints, followed by issues related to undelivered items and delays at 28%, and inadequate after-sales service at 18% [4][16]. Response Rates of Logistics Companies - Leading logistics companies show high complaint response rates, with most above 90%. Notable companies like SF Express, JD Logistics, and China Post have response rates close to 100%, while Jitu Express and Dada have significantly lower rates at 73.11% and 0.00%, respectively [5][17]. Geographic Distribution of Complaints - Guangdong province has the highest share of logistics complaints at 14.30%, followed by Shandong and Jiangsu at 7.92% and 7.42%, respectively [6][18]. Consumer Recommendations - Recommendations for consumers include choosing reputable logistics companies, ensuring proper packaging for valuable items, tracking shipments, and verifying goods upon receipt to facilitate claims if issues arise [7][19].