日前，国家邮政局对2012年上半年快递服务满意度调查结果进行了通告。调查显示，今年上半年快递服务总体满意度较去年有所提升。

a,National post office for the first half of 2012 express service satisfaction survey results announcement.Investigation shows that,In the first half of this year express service overall satisfaction increase compared to last year.

　　本次调查在全国50个城市展开，涉及11家快递企业。调查的方式为定量调查和网络时限查询。其中，定量调查共获得有效问卷30172份，网络时限查询数量为13686个。调查显示，快递服务总体满意度为71.1分，比2011年提升2.2分。其中，公众满意度为74.4分，比2011年提升1.5分；网络时限查询满意度为67.8分，比2011年提升2.9分。满意度较高的企业有顺丰速运、邮政EMS、圆通速递、申通快递、宅急送快运、韵达快运。其中, 顺丰速运、邮政EMS满意度达到75分以上。

This survey in the national 50 city expansion,Involved in 11 express enterprise.The investigation way for quantitative survey and network time inquires the.the,A quantitative investigation has received effective questionnaire 30172 copies,The network time inquires the number 13686.Investigation shows that,Express service overall satisfaction for 71.1 points,More than 2011 years of ascension 2.2 points.the,Public satisfaction for 74.4 points,More than 2011 years of ascension 1.5 points;The network time inquires the satisfaction for 67.8 points,More than 2011 years of ascension 2.9 points.Satisfaction higher enterprise have motion speed shipment/Postal service ems/Yuantong express/ShenTong express/Just-in-time express/YunDa express.the, Motion speed transport/Postal service EMS satisfaction to achieve more than 75 points.

　　从公众满意度得分来看，公众对快递服务环节中的受理服务和揽收服务比较满意，满意度分别为80.2分和81.7分，首次达到80分水平。其中，揽收服务比2011年提升了7.3分，提升明显；公众对投递服务和售后服务不满意，满意度分别为72.3分和63.3分，相比2011年均有所下降。受理服务方面，普通电话和统一客服热线受理满意度较高，分别达到80.5分和79.6分，比2011年提升4.5分和3.6分。揽收服务方面，公众对上门时限、揽收质量、揽收服务满意度较高，其中上门时限达到80.8分，比2011年提升7.1分。投递服务方面，公众对送达质量满意度较高，达到82.6分，比2011年提升6.7分。售后服务方面，查询、问题件处理和投诉指标均有所下降，查询信息不完整、问题件处理不及时、投诉渠道不畅通等是消费者不满意的主要问题，需引起快递企业注意。

From the public satisfaction scores to see,The public to express service link of accepts the service and LanShou service satisfactory,Satisfaction are 80.2 points and 81.7 points,The first level reaches 80 points.the,LanShou service is better than 2011 promoted 7.3 points,Improve obviously;The public service delivery and after-sales service satisfaction,Satisfaction are 72.3 points and 63.3 points,Compared with 2011 annual average declined.Accepts the service,The ordinary telephone and unity customer service hotline accept higher satisfaction,Reached 80.5 points and 79.6 points,More than 2011 years of ascension 4.5 points and 3.6 points.LanShou services,The public the door time limit/LanShou quality/LanShou service satisfaction is higher,Among them the door time limit of 80.8 points,More than 2011 years of ascension 7.1 points.Delivery services,The public service quality satisfaction is higher,82.6 points,More than 2011 years of ascension 6.7 points.After-sales services,inquires/Problem a processing and complaints indexes fell,Inquires the incomplete information/Problem a processing not timely/The complaint channel not unblocked, etc are consumers are not satisfied with the main problems,Need to cause express enterprise pay attention to.

　　连续六年快递服务满意度调查结果显示，我国快递服务整体水平呈稳步提升态势，表明快递行业在业务量高速增长的情况下，服务能力得到了提升，服务质量逐步改善。

Six years express service satisfaction survey results show that,The overall level of express service in our country is steadily improved situation,Show that express industry in traffic under the condition of high-speed growth,Service capacity was enhanced,Gradually improve the quality of service.

　　从快递整个服务链来看，快递服务水平的健康度还不高。首先表现在服务环节中，受理和揽收服务满意度较高，投递和售后服务满意度偏低，两者相差16.9分，快递服务“重前不重后”的现象仍未得到有效改善。其次，全国七大区域服务水平差异明显，华东地区满意度较高，西北地区相对较低，两地区相差9.5分。

From express the whole service chain to see,Express service level of health degree is not high.The first performance in service link,Accept and LanShou service satisfaction is higher,Delivery and after-sales service satisfaction on the low side,The difference of 16.9 points,Express service"Heavy before after heavy"Phenomenon is still not effectively improve.secondly,The seven large area service level differences are significant,The east China area higher satisfaction,The northwest region is relatively low,The two areas are 9.5 points.

　　从消费者选择快递服务考虑的因素看，选择前三位的是：投递速度快占31.7%，价格便宜占24.4%，服务态度好占22.7%。其中，企业和个人用户把投递速度快放在第一位，网络购物用户把价格便宜放在首位。

From consumer choice express service of the consideration see,Selecting the former three is:Delivery speed accounted for 31.7%,Cheap accounted for 24.4%,Good attitude accounted for 22.7%.the,Enterprise and individual users to delivery speed in the first place,The network shopping users to cheaper price in the first place.

　　从参与调查的企业看，部分企业快递服务水平领先优势明显，并保持稳定。服务水平较高、排名靠前企业竞争激烈、差距缩小。企业服务层级逐步分化，梯队格局更加明显。

From the participants in the survey enterprise to see,Part of the enterprise express service level is in the lead obvious advantages,And keep the stability.Service level higher/The top enterprise competition is intense/gap.Enterprise service level gradually differentiation,Echelon pattern more apparent.