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速度更快、服务更优、包装更“绿”,国家邮政局调查显示 快递服务公众满意度稳步提升
Ren Min Ri Bao· 2025-05-06 21:46
这个"五一"假期,你收快递了吗?国家邮政局监测数据显示,今年"五一"假期,全国邮政快递业累计揽 投快递包裹超48亿件,同比增长超两成,创历史同期新高。 "世界超市"浙江义乌,一名山东济南消费者在直播间下单瞬间,中通快递大数据中心已同步生成运输方 案:1小时后搭乘"义乌—济南"直达干线,预计14小时后抵达济南转运中心进行分拣;次日上午约10 时,无人配送车从网点送达小区门店,最终交由快递员送货上门……从义乌到济南,跨越上千公里,下 单到签收仅用不到24小时。 调查结果显示,从揽收、转运到派送的全链路效率均有提升,其中运输环节同比缩短1.56小时;寄达地 处理环节同比缩短0.81小时。 从"问题处理满意度"看快递服务改善。服务问题处理环节是改善用户不满情绪的过程,提升难度较大。 2024年,在满意度涉及评价的指标中,服务问题处理满意度同比提升1.3分。 开通快速理赔服务、引入AI客服、利用AI快速响应常见问题、探索"人机结合"服务模式……2024年,快 递企业在服务问题处理环节采取一系列积极举措,在问题件处理、投诉处理和损失赔偿等方面满意度均 实现提升。 从"环保包装得分"看快递绿色发展。此次调查中,"环保包装使 ...
顺丰速运、京东快递居快递服务公众满意度排名前二
Xin Hua Cai Jing· 2025-04-25 06:29
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]