China's express delivery industry ranks third in the world

In recent years, with the explosive growth of e-commerce, the development of China's express delivery industry has grown by leaps and bounds, and the number of businesses in the world ranks third. A survey conducted by the Customer Service Committee of the China Service Trade Association shows that there are problems in the express delivery industry in China such as unacceptable delivery, unpleasant express delivery, and lack of service.

According to Su Jun, executive deputy director of the China Customer Service Committee, China’s express delivery volume reached 10 million in 2010, ranking behind the United States and Japan. In order to understand the overall service level of China's express delivery industry, China’s Customer Service Committee recently conducted a postal service for China Post Express (EMS), US Federal Express (FedEx), SF Express, Home Delivery (Weibo), Shentong (Weibo) Express, and China Express Express in Beijing. Yuantong (microblogging) express delivery, Huitong express delivery, rhyme delivery, daily express delivery and other well-known courier company's service quality conducted unannounced visits.

The survey found that some telecom service hotlines are not standardized. The EMS, FedEx, SF Express, and ZJS phone service standards are warm; the customer service hotlines of Shentong, Zhongtong, and Yunda need customers to call again. The Huitong, Tiantian, Yuantong customer service phone can not be connected. In terms of home appointments, only EMS and SF Express made appointment confirmations with customers before the collection and delivery, and other courier companies did not provide telephone booking confirmation services.

For express delivery, this special service industry, using the shortest time to take delivery is a prerequisite for a quick mail delivery. Surveys show that most companies are slow to collect revenue. In addition, most of the delivery couriers of express companies are free to wear, except that the couriers of companies such as EMS, SF Express, and ZJ are all wearing uniforms with company logos to perform services.

"Fast" is the most basic attribute of the express delivery industry, and it is also the core index that customers are most concerned about. In order to investigate the speed of express delivery, the China Customer Service Commission will send mail from 10 express companies from Guangzhou to Beijing. The evaluation results showed that only SF Express and EMS were dispatched within 2 days, most of them were delivered in 3 days, and there were two express delivery companies who sent the mail to the customer within 6 days and the shipment became “slow cow”.

China’s customer service committee discovered during unannounced visits that only a few companies, including EMS and SF Express, required customers to inspect the mailed items. Most courier companies did not perform open inspections on the items posted by the customers. They only received items that were not checked, posing a security risk. Is an illegal operation. Unannounced visits found that the domestic courier industry still has the problems of express delivery, non-weighing, inconsistent charges, non-standard invoices, and lack of service.