Core Insights - The express delivery industry in China experienced significant growth during the "May Day" holiday, with over 4.8 billion packages delivered, marking a year-on-year increase of over 20%, setting a historical record for the same period [1] - The overall satisfaction score for express delivery services reached 84.6 points in 2024, an increase of 0.3 points compared to the previous year, reflecting a steady improvement over 18 years of surveys [1] Group 1: Delivery Speed Improvement - The average delivery time for express services in key regions was reduced to 53.88 hours in 2024, a decrease of 2.54 hours year-on-year, indicating enhanced operational efficiency [2] - The efficiency across the entire delivery chain improved, with the transportation segment seeing a reduction of 1.56 hours and the processing segment at the destination reducing by 0.81 hours [2] Group 2: Customer Service Enhancement - Satisfaction regarding problem resolution in express delivery services improved by 1.3 points in 2024, showcasing the effectiveness of measures like rapid claims processing and AI customer service [3] - The introduction of AI for quick responses to common issues and a "human-machine" service model contributed to higher satisfaction in handling complaints and compensation [3] Group 3: Environmental Sustainability - The score for the use of environmentally friendly packaging increased by 1.2 points, reflecting a growing awareness of green consumption and improvements in packaging management [3] - The revised "Interim Regulations on Express Delivery" aims to enhance the governance of packaging throughout the delivery process, promoting sustainable practices in the rapidly growing express delivery sector [3]

Core Insights - The public satisfaction score for express delivery services in 2024 is 84.6, an increase of 0.3 points year-on-year, with SF Express and JD Express ranking the highest among nine brands [1] Group 1: Satisfaction Metrics - The satisfaction scores for five secondary indicators, including order placement, service issue resolution, and information satisfaction, have increased compared to 2023, with scores of 90.5, 77.6, and 85.6 respectively, reflecting increases of 1.0, 1.3, and 1.1 points [1] - Among 17 tertiary indicators, most scores have improved, with significant increases in eco-friendly packaging (up 1.2 points), issue resolution (up 1.2 points), complaint handling (up 3.0 points), and loss compensation (up 2.6 points) [1] Group 2: Order Placement Experience - The order placement stage received the highest score of 90.5, indicating a growing demand for efficiency and convenience as users increase their usage of express delivery services [2] - Online order channels, including public accounts, mini-programs, and company websites, offer features like one-click address filling and guaranteed compensation for delays, enhancing user experience [2] - Offline order channels provide personal interaction and detailed service, allowing users to witness the packaging process and ensuring transparency through video monitoring, which enhances trust and reliability in service [2]