一、基本情況

調查對象為2018年國內快遞業(ye)務(wu)量排(pai)名靠前(qian)且服務(wu)水(shui)平較(jiao)好的10家全網型快遞服務(wu)品牌，調查范圍覆(fu)蓋全部31個省(sheng)（區、市(shi)），共50個重點城(cheng)市(shi)。

快遞服務滿意(yi)度調查采(cai)用在線調查方式(shi)，共獲得(de)有效樣本(ben)16,401個。快遞服務時(shi)限準時(shi)率測(ce)試采(cai)用系(xi)統(tong)抽樣測(ce)試方式(shi)，共獲得(de)有效樣本(ben)合(he)計(ji)82萬個。

二、調查結果

（一）快遞服務公眾滿意度

調查顯示，2019年第一季度(du)用戶快(kuai)遞服務公眾滿意(yi)度(du)得分(fen)為77.6分(fen)，同比基本持平。

在快(kuai)遞(di)企(qi)業公(gong)眾(zhong)滿意度(du)方(fang)面，得(de)分在80分以上(shang)的企(qi)業為順(shun)豐(feng)速運、京東物流，得(de)分在76-80分之(zhi)間的企(qi)業為郵政EMS、中通(tong)(tong)快(kuai)遞(di)、韻達速遞(di)、申通(tong)(tong)快(kuai)遞(di)、圓(yuan)通(tong)(tong)速遞(di)和百世快(kuai)遞(di)，得(de)分在75-76分之(zhi)間的企(qi)業為德邦快(kuai)遞(di)和優速快(kuai)遞(di)。

在區(qu)域公眾滿意度得(de)(de)分方面，吉林(lin)、黑(hei)龍江(jiang)、北京(jing)、河南(nan)、河北、遼寧得(de)(de)分在79分以上(shang)，表(biao)現較好；西藏、海南(nan)得(de)(de)分在75分以下，有進(jin)一步提升空間。

調查還顯示，2019年(nian)第一(yi)季度(du)，在(zai)(zai)快(kuai)遞員(yuan)(yuan)上(shang)門取件(jian)(jian)方面(mian)，79.5%的(de)快(kuai)遞員(yuan)(yuan)能(neng)按照約定時(shi)間上(shang)門收(shou)件(jian)(jian)，較去(qu)年(nian)同(tong)期下降0.5%。用戶對快(kuai)遞員(yuan)(yuan)上(shang)門收(shou)件(jian)(jian)及時(shi)性的(de)滿意度(du)為78.4分(fen)(fen)，較去(qu)年(nian)同(tong)期下降0.1分(fen)(fen)。在(zai)(zai)當(dang)面(mian)封(feng)裝(zhuang)快(kuai)件(jian)(jian)方面(mian)，57.6%的(de)攬(lan)收(shou)員(yuan)(yuan)對快(kuai)件(jian)(jian)進(jin)行當(dang)面(mian)封(feng)裝(zhuang)，用戶對攬(lan)收(shou)員(yuan)(yuan)當(dang)面(mian)封(feng)裝(zhuang)質(zhi)量的(de)滿意度(du)為82.6分(fen)(fen)。在(zai)(zai)快(kuai)遞員(yuan)(yuan)形象方面(mian)，2019年(nian)3月，用戶對快(kuai)遞企業攬(lan)收(shou)員(yuan)(yuan)著裝(zhuang)、服務態度(du)、操(cao)作包(bao)裝(zhuang)快(kuai)件(jian)(jian)、裝(zhuang)備(bei)攜帶的(de)總體(ti)滿意度(du)分(fen)(fen)別為79.1分(fen)(fen)、82.1分(fen)(fen)、81.1分(fen)(fen)、80.8分(fen)(fen)。

調(diao)(diao)查還對(dui)發(fa)票(piao)(piao)(piao)服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)、春節(jie)期(qi)(qi)間(jian)快(kuai)遞(di)(di)(di)服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)和“3·15”期(qi)(qi)間(jian)快(kuai)遞(di)(di)(di)售(shou)(shou)后服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)進行了關注(zhu)。在發(fa)票(piao)(piao)(piao)服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)方面(mian)，有(you)42.6%的(de)用(yong)(yong)戶(hu)(hu)(hu)對(dui)發(fa)票(piao)(piao)(piao)服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)有(you)需求，用(yong)(yong)戶(hu)(hu)(hu)對(dui)快(kuai)遞(di)(di)(di)企業發(fa)票(piao)(piao)(piao)提供服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)的(de)滿意度(du)(du)為81.9分(fen)。在春節(jie)期(qi)(qi)間(jian)快(kuai)遞(di)(di)(di)服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)方面(mian)，有(you)47.4%的(de)受調(diao)(diao)查用(yong)(yong)戶(hu)(hu)(hu)在春節(jie)期(qi)(qi)間(jian)使用(yong)(yong)過快(kuai)遞(di)(di)(di)服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)。用(yong)(yong)戶(hu)(hu)(hu)對(dui)春節(jie)期(qi)(qi)間(jian)快(kuai)遞(di)(di)(di)服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)的(de)滿意度(du)(du)達到82.3分(fen)，較(jiao)去年(nian)春節(jie)期(qi)(qi)間(jian)上升1.2分(fen)。在“3·15”期(qi)(qi)間(jian)快(kuai)遞(di)(di)(di)售(shou)(shou)后服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)方面(mian)，有(you)86.4%的(de)受調(diao)(diao)查用(yong)(yong)戶(hu)(hu)(hu)感(gan)知到“3·15”期(qi)(qi)間(jian)快(kuai)遞(di)(di)(di)售(shou)(shou)后服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)有(you)變(bian)化，用(yong)(yong)戶(hu)(hu)(hu)對(dui)“3·15”期(qi)(qi)間(jian)快(kuai)遞(di)(di)(di)售(shou)(shou)后服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)的(de)滿意度(du)(du)為72.7分(fen)，客(ke)服(fu)(fu)(fu)(fu)(fu)服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)態(tai)度(du)(du)更好、客(ke)服(fu)(fu)(fu)(fu)(fu)電話(hua)接通(tong)率更高、售(shou)(shou)后流程更快(kuai)是用(yong)(yong)戶(hu)(hu)(hu)感(gan)知的(de)“3·15”期(qi)(qi)間(jian)快(kuai)遞(di)(di)(di)售(shou)(shou)后服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)的(de)重要變(bian)化。

（二）全國重點地區快遞服務時限準時率

2019年(nian)第一季度(du)快遞(di)服務全(quan)程時限為61.54小時，同(tong)比(bi)縮短8.46小時，較(jiao)2018年(nian)第四季度(du)縮短0.81小時。72小時準(zhun)時率為72.63%，同(tong)比(bi)提高7.93個(ge)百分(fen)(fen)點，較(jiao)2018年(nian)第四季度(du)提高0.78個(ge)百分(fen)(fen)點。

從分環(huan)節(jie)來看(kan)，快遞服(fu)務(wu)四個環(huan)節(jie)的用時(shi)(shi)(shi)均(jun)(jun)有不(bu)同(tong)程度的改善(shan)。寄(ji)出地處理環(huan)節(jie)平(ping)均(jun)(jun)時(shi)(shi)(shi)限(xian)為7.82小(xiao)(xiao)時(shi)(shi)(shi)，同(tong)比(bi)(bi)縮短(duan)5.48小(xiao)(xiao)時(shi)(shi)(shi)；運輸環(huan)節(jie)平(ping)均(jun)(jun)時(shi)(shi)(shi)限(xian)為38.05小(xiao)(xiao)時(shi)(shi)(shi)，同(tong)比(bi)(bi)縮短(duan)1.55小(xiao)(xiao)時(shi)(shi)(shi)；寄(ji)達地處理環(huan)節(jie)平(ping)均(jun)(jun)時(shi)(shi)(shi)限(xian)為10.78小(xiao)(xiao)時(shi)(shi)(shi)，同(tong)比(bi)(bi)縮短(duan)0.44小(xiao)(xiao)時(shi)(shi)(shi)；投(tou)遞環(huan)節(jie)平(ping)均(jun)(jun)時(shi)(shi)(shi)限(xian)為4.89小(xiao)(xiao)時(shi)(shi)(shi)，同(tong)比(bi)(bi)縮短(duan)0.99小(xiao)(xiao)時(shi)(shi)(shi)。

“BESTY”企(qi)業(ye)(包括郵政EMS、順(shun)豐速(su)運、圓通(tong)速(su)遞(di)(di)(di)、中通(tong)快遞(di)(di)(di)、申(shen)通(tong)快遞(di)(di)(di)、韻達(da)速(su)遞(di)(di)(di)、百世快遞(di)(di)(di))在TOP30城(cheng)市(shi)(shi)間（測試(shi)50城(cheng)市(shi)(shi)中2018年快遞(di)(di)(di)業(ye)務量排(pai)名前30的城(cheng)市(shi)(shi)）平均全(quan)程(cheng)時(shi)限為49.56小(xiao)(xiao)(xiao)時(shi)，同比縮(suo)短5.22小(xiao)(xiao)(xiao)時(shi)；48小(xiao)(xiao)(xiao)時(shi)準時(shi)率(lv)為59.50%，同比提(ti)高8.46個百分點(dian)。