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recently, the zhengzhou consumer association of henan province released the results of a consumer survey on the express delivery industry. the survey showed thatthe satisfaction of “three links and one delivery” is close to each other.jitu express has the lowest satisfaction rate.more than half of the respondents mindthe courier delivered the package without consent.nearly half of consumers said thatit is difficult to find the courier at the collection point

01.

the express delivery companies that consumers come into contact with most are: sf express, zto express, yto express, yunda express, and jd.com.

a total of 17,053 people participated in the survey, involving 11,184 complete answer samples.

the express delivery company that the respondents have most contact with is sf express, which accounts for 80% of the total sample data. the other express delivery companies with more than half of the respondents are: zto, yto, yunda, and jd.com, which account for 60%, 58%, 53%, and 50% of the total sample data respectively.

02.

consumers value the express delivery company’s fast collection and delivery speed the most.

the express delivery company with the highest satisfaction is sf express, accounting for 85% of the total sample data; followed by jd.com, accounting for 55% of the total sample data.

reasons for satisfaction with the courier service:

the most selected"express delivery and pick-up speed is fast", there are 8940 people, accounting for 80% of the total sample data;

more than half of the people chose“express delivery is safe and secure”, accounting for 61% of the total sample data;

choose"the courier proactively contacts the recipient to decide whether to deliver the package to the recipient's door or place it at a third-party collection point"it accounts for 48% of the total sample data.

03.

the satisfaction of “three links and one delivery” is close, while jitu express has the lowest satisfactionmore than half of consumers mind if couriers place parcels at third-party collection points without their consent.

the most unsatisfactory express delivery companies survey data:

3,348 people chose "jitu", the largest number, accounting for 30% of the total sample data;

the satisfaction survey data of “three links and one delivery” (zhongtong, yto, sto and yunda) are relatively close.

among the “least satisfied” express delivery companies, the data of zto and sto each accounted for 24% of the total sample data, the data of yto accounted for 25% of the total sample data, and the data of yunda accounted for 27% of the total sample data.

survey data found that the “dissatisfaction” data of “other” express delivery companies not listed in this survey were close to that of “three links and one delivery”, accounting for 27% of the total sample data.

the reasons why respondents chose the courier company they were most dissatisfied with:

5742 people chose"the courier placed the package at a third-party collection point without consent", accounting for 51% of the total sample data;

5240 people chose“express delivery and collection are slow”, accounting for 47% of the total sample data.

04.

there are many problems such as slow delivery, damaged packaging, and untimely logistics feedback.

the most common problems encountered by the respondents were:

"slow delivery speed", accounting for 56% of the total sample data;

“packaging damage”, which accounts for 52% of the total sample data;

“untimely logistics feedback” accounts for 45% of the total sample data.

05.

nearly half of the consumers interviewed said that the collection points were cluttered and it was difficult to find express parcels.

among those who participated in the survey:

6477 people chose to place their express delivery at a third-party collection point“it is acceptable, but you must inform us in advance”, accounting for 58% of the total sample data;

place it at a third-party collection point“acceptable, the collection point is very convenient”there are 2115 people, accounting for 19% of the total sample data;

498 respondents saidunacceptableexpress delivery is placed on a third-party platform and is required to be delivered to the door, accounting for 4% of the total sample data.

06.

nearly half of the consumers said that the collection points were cluttered and it was difficult for couriers to find them.

the survey found that:

5525 respondents said“express parcels are piled up in a messy manner and difficult to find”, accounting for about half of the total sample data, i.e. 49%;

express"the courier is damaged, lost or received by mistake"there are 4192 people, accounting for 37% of the total sample data;

express“the collection and pickup process is not standardized”, accounting for 29% of the total sample data;

express"not sure about the charging standards, there is an overtime fee'”, accounting for 24% of the total sample data;

express"poor service attitude", accounting for 20% of the total sample data;

express"damage to smart express lockers affects the receipt and pickup of parcels”, accounting for 10% of the total sample data;

only 2,467 respondents said they “did not encounter any problems”, accounting for 22% of the total sample data.

07.

more than 80% of consumers support the requirements of the "express delivery market management measures" to optimize express delivery services.

the "express delivery market management measures" will be officially implemented on march 1, 2024. it clearly stipulates that the use of smart express boxes and express service stations to deliver express parcels without the user's consent is a violation and will be expressly prohibited, with a maximum fine of 30,000 yuan.

the survey found that:

9,114 respondents expressed support for the measures, accounting for 82% of the total sample data;

1,375 respondents indicated “no support”, accounting for 12% of the total sample data.

zhengzhou consumers association recommends the following based on this survey:

e-commerce companies and express delivery companies are called upon to actively respond to the requirements of the measures, strengthen internal management, and improve business processes. in particular, in the delivery process, delivery should be carried out strictly in accordance with the user's wishes, and it is forbidden to confirm receipt of express delivery without consent or use smart express boxes, express service stations, etc. for delivery without authorization. at the same time, a user feedback mechanism should be established to collect and handle consumer complaints in a timely manner and continuously improve service quality.

it is recommended that express delivery companies strengthen technological research and development and model innovation, and improve the management level and service efficiency of the terminal links by introducing intelligent equipment, optimizing delivery routes, etc.

consumers are encouraged to actively exercise their rights and interests and to communicate and resolve issues that arise during express delivery services in a timely manner.