The State Post Office Reported: The Complaint Data Accepted By Logistics Express Enterprises Is Not Optimistic

According to the news on November 24, today, the State Post Office reported the complaints of postal users in October 2021. In October, the State Post Office and provincial (District, city) postal administrations handled 27697 complaints through the "12305" postal users' complaint telephone and complaint website, with a month on month decrease of 0.6% and a year-on-year increase of 57.1%. The number of complaints involving express delivery service was 26855, accounting for 97% of the total complaints, with a month on month increase of 0.8% and a year-on-year increase of 56.9%.

Among the complaints accepted, 3086 were effective (determining corporate responsibility), with a month on month increase of 10.4% and a year-on-year increase of 106.4%. Among the effective complaints, 2971 involved express delivery service problems, accounting for 96.3% of the total effective complaints, with a month on month increase of 10.3% and a year-on-year increase of 106.9%.

The satisfaction rate of users to the effective complaint handling of postal administrative agencies was 98%, that of postal enterprises was very satisfactory, and that of express enterprises was 96.4%. There were 5 cases that postal express enterprises failed to reply to the complaints of provincial postal administrative agencies' transfer within the prescribed time limit, 10 cases less than the previous period. There were 27 cases that postal express enterprises failed to truthfully reply to the complaints about the transfer of provincial postal administrations, with a decrease of 12 on a month on month basis.

There were 2971 effective complaints from users on express delivery service, with a month on month increase of 10.3% and a year-on-year increase of 106.9%. The main problems of effective complaints of express delivery service are delivery service, loss and delay of express delivery, accounting for 28.6%, 28% and 26.4% of the total number of effective complaints respectively, showing an increase on a month on month basis, with a significant increase on a year-on-year basis.

The average complaint rate of express enterprises in China (million pieces of express business volume) is 2.48, and the average effective complaint rate is 0.27. Among the main problems complained by users to express enterprises, the average complaint rate of express damage is 0.72, the average complaint rate of express loss is 0.68, the average complaint rate of express delay is 0.50, and the average complaint rate of delivery service is 0.43.

The average complaint rate of provincial express service (million express business volume) is 1.39, and the average effective complaint rate is 0.15. The average complaint rate of express delivery service is 0.40, the average complaint rate of express loss is 0.38, the average complaint rate of express delay is 0.28, and the average complaint rate of delivery service is 0.24.

The average comprehensive index of complaint handling work of 20 major express enterprises was 94.70, 12 express companies were higher than the average number, and 8 were lower than the average number.