Double 11 Express Satisfaction Survey: Shunfeng, EMS and Zhongtong are tied

"we will meet soon**10billion packageswrap",2017Global Smart Logistics Summit, Ma Yun, Chairman of Alibaba Group's Board of Directors, made a foresightout"a small eye",and2018double11period.11month11day23point18points09seconds,2018Tmalldouble11The daily logistics order volume is sudden.broken10billion pass, increased in ten years3800times, which means that express delivery enterprises need to further improve the speed of logistics, strengthen the quality of service, in orderwill"10billion"is"0".

According to the monitoring information of the State Post Office,11month11day-16During the daily business peak, the national postal service and express delivery enterprises handle the business together.mail(, quick)pieces18.82billion pieces, cut21day20, except in remote areas, the main delivery enterprises to collectmail(, quick)is completedvote18.3billion pieces, with a proper investment rate exceeding97%.

in the face of such a huge volume of express delivery, speed and service naturally become the focus of consumers' attention, this totalYes2400consumers were surveyed in Shenyang, Beijing, Shanghai, Hangzhou, Shenzhen, Dongguan, Wuhan, Zhengzhou, Chongqing and Chengdu. Covered express delivery companies include SF, PostpoliticsEMS, Zhongtong, Shentong, Yuantong, Yunda, Baishi, Debang. The content of the survey mainly revolves arounddouble11period, the full timeliness, delivery speed, delivery speed, courier service, package integrity, customer service attitude, problem handling initiative, timely processing results, overall satisfaction, online information service, information security and Privacy protection and other dimensions are developed.

overall satisfaction

in terms of overall satisfaction, shunFeng**, Shentong is at the bottom. Taking into account factors such as express delivery service, safety and timeliness, this yeardouble11consumers have a high overall satisfaction with express delivery services.rate(selection"fullmeans"and"is very full.means", the following systemsaid"satisfactionrate") 83.7%. One of themselection"fullmeans"consumersaccounts57.4%selection"is very full.means"consumersaccounts26.3%.

specific to the overall satisfaction of express delivery companies, Shunfeng4.26's score topped the overall satisfaction list, followed by mail.politicsEMSand Zhongtong, both4.12's score andcolumn**bit. From the indicators, Shunfeng force pressure other express enterprises firmly ranked first.

Time Limit

Specifically, the overall speeddegree(journeyeffect)Shunfeng's overall timeliness is satisfactorydegree**, the overall timeliness of Shentong is satisfactory.degree**.

in thisdouble11degree(journeyeffect)investigation, satisfactionrate83.2%, relatively speaking, this yeardouble11express delivery enterprises has been recognized by most consumers.

specific to express delivery time,48.5%'s consumer feedback worse than usual(gapin24hours),32.1%consumer feedback than usualslow1-2days. On the one hand, this achievement is inseparable from the rapid development of express delivery companies in recent years. Large-scale applications such as automation equipment and sorting robots, big data and artificial intelligence are also being introduced one after another, and hardware and software are being upgraded.

Of course, this survey result is also related to the majority of consumers.double11period, the express delivery time is related to understanding attitude, and the data is obvious.81.3%consumers are rightdouble11Peak Periodin2 ~3days20.3%consumersin1days.

Collection speed

In terms of collection speed, Shunfeng Express is satisfied with the collection speed.degree**, Yunda and Debang ranked second and third respectively, comparing the daily online shopping collection speed.,"double11", consumers are satisfied.rate76%. The top three in the satisfaction score of express delivery enterprises are: ShunFeng(4.29points), rhymeda(4.01points), Germanystate(4.00points).

, the satisfaction rate of respondents using SF is higher,da92.3%;itshim7express delivery companies is low.on76%, the disparity is huge.

distribution speed

distribution speed, SF users are satisfieddegree**, Shen**. In the ranking of satisfaction of express delivery enterprises, Shunfeng4.32Minao ranks first, Yunda and Baishi are respectively4.09pointsand4.01residence**and third place. Among them, the respondents using SF are satisfiedrate91.3%, respondents who use Yunda are satisfiedrate81%, respondents who used Baishi were satisfiedrate78.3%, Shentong users are satisfiedrate**, closemeter73.3%.

**, on the one hand, it is inseparable from the hard work of millions of express delivery brothers, on the other hand, it is the comprehensive upgrade of the digitalization and intelligence of the entire Chinese express logistics industry. In the past period, Cainiao, who is making every effort to build an intelligent logistics backbone network, popularized electronic face sheets and intelligent distribution sheets, and promoted intelligent supply chain and intelligent distribution, which also helped express brother to deliver faster and better.

courier service

and courier service, Shunfeng Xiaoge service evaluation accordingold**, Yunda and Debang Express Xiaoge service evaluation andcolumn**. In contrast, this link is connected with consumers.touch**is close, but also consumer sense.acceptance**is an intuitive link. In this survey, consumers combined with the courier's dress, service attitude, business proficiency, etc., to the courier in this.times"double11"service were evaluated and the overall satisfaction was satisfactory.rate85.6%. However, in the evaluation of various express brothers, Shun Feng's brother has a high satisfaction rate.da93%, itshim8express delivery brothers is low.on88%.

, from the end of the link, the delivery methods are becoming more and more diversified. In addition to door-to-door delivery, there are also smart express cabinets(16.1%), smallarea/campus unified location frommention(2%), cooperative supermarket sincemention(1%), etc. However, on the whole, nearly half of them still rely on couriers to deliver goods to their homes, accountingabout50.3%, this figure includes my signature andhim**is signed. The rest may be placed directly by the courier.**room/property management(17.2%), or you need to go to the express delivery network frommention(16%).

package integrity

in terms of package integrity, the overall situation is good, SF still dominates.potential**.

double11period, the satisfaction of the package in good condition was good and the overall satisfaction was good.rate90.3%,about1.3%"dissatisfactionmeans"and"is very dissatisfiedmeans". Judging from the feedback data, the problem is mainly focused on the loss of express mail.loss(0.9%). Express damagebad(1.8%). Express delivery is short(6%).

Online Information Service

In addition to offline services, online service experience is also affecting consumer satisfaction. This online information service comprehensively considers the convenience of online inquiry by express delivery companies, the whole process information push, the accuracy of timeliness estimation and other information on consumer satisfaction.

The data is displayed.have21%consumers will passively receive express delivery information, and the remaining consumers will actively inquire. Therefore, doing a good job in online information services is also within the scope of overall planning for express delivery enterprises.

For now, consumers can not only use e-commerce platforms or third-party express deliverystation(is like a rookiewrap)To query the package information, you can also use the WeChat public number of the courier company and the courier company.divisionAPP, express company official website, etc. Not only that, the service of express delivery enterprises is also increasing.more**, such as Shunfeng9, the online ordering system was optimized so that visually impaired users can place orders and check documents without barriers.

Information Security and Privacy Protection

In addition, for consumption**concern. The results show that Shunfeng is satisfieddegree**, lowon4. Surveys show that consumers are increasingly looking at information security and privacy protection,in"Information Security and Privacy Protectionpoints"is"dissatisfactionmeans"and"is very dissatisfiedmeans"proportion of consumersmeter11%, in additionhave16.2%of consumers think that it is average. Compared with the scores of other links, consumer satisfaction is lower.

at present, Shunfeng and other enterprises are also trying to protect the privacy of consumers by means of privacy list, but as far as the express delivery industry as a whole is concerned, it is still necessary for all enterprises to keep up with it and push forward as soon as possible.

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Author: Wang Xiao/Chen Yunzhe