Core Insights - The National Postal Administration conducted a survey to monitor express delivery service quality, reflecting the service levels of companies and promoting improvements in the express delivery industry [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 8,255 valid samples were collected for customer satisfaction, while 2.12 million valid samples were collected for timeliness testing [1] Group 2: Customer Satisfaction Results - The overall customer satisfaction score for express delivery services in Q3 2025 was 85.0, an increase of 1.3 points year-on-year [1] - High-scoring brands in public satisfaction included SF Express and JD Express [2] - Regions with high satisfaction scores included Henan, Tianjin, Jiangsu, Beijing, Qinghai, and Hebei, all scoring above 86 [3] - Satisfaction scores for order services were 90.7 for unified customer service hotline orders and 87.7 for orders via courier phone, increasing by 4.3 and 2.1 points respectively [3] - Satisfaction scores for collection services were 87.9 for collection staff and 86.4 for collection timeliness, increasing by 3.5 and 2.3 points respectively [3] - Satisfaction scores for information inquiry services were 85.7 for full information push and 86.2 for timely and accurate logistics information, increasing by 0.9 and 0.7 points respectively [3] Group 3: Timeliness and Delivery Rates - The overall delivery time for express services in Q3 2025 was 51.32 hours, a reduction of 2 hours year-on-year [4] - Breakdown of delivery times showed an average of 8.50 hours for the dispatch processing stage (up 0.28 hours), 29.94 hours for the transportation stage (down 2.50 hours), 9.95 hours for the destination processing stage (up 0.29 hours), and 2.94 hours for the delivery stage (down 0.06 hours) [4] - The 72-hour delivery success rate was 86.47%, an increase of 2.08 percentage points year-on-year [5] - Brands with high 72-hour delivery success rates included Postal Express and SF Express [6]