In recent years, under the general trend of consumption upgrading, whether services can achieve quality improvement and upgrade has also become a key issue. People have a more keen perception of services and have higher requirements for service experience. China's express delivery industry has developed at an extremely high rate for 10 consecutive years, ranking first in the world in terms of scale. The express delivery industry aims to serve people's livelihood and is closely related to people's lives. The satisfaction of express delivery services has attracted much attention. Recently, 
000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000
Discovery 1: The public's overall evaluation of express delivery services is high. In the comprehensive weighted satisfaction of commercial services involved in this survey, express delivery services ranked second only after online shopping, with a comprehensive weighted satisfaction under the percentage system of 81.1 points. (See Figure 1). In addition, the "Express Industry Service Level Monitoring Report" submitted by the State Post Bureau every year shows that in the 10 years from 2012 to 2021, the satisfaction score of the express industry also increased from 74.5 points to 83.7 points (the satisfaction here is the average score under the percentage system, and the user survey of 50 cities with the highest express business volume). The business volume here increased from 5.69 billion pieces in 2012 to 108.3 billion pieces in 2021, a total of 18 times, and business revenue also increased from 1055.3 yuan to 1033.23 billion yuan, an 8.8 times, achieving both quality and quality improvement.
Discovery 2: The mission of promoting consumption fairness carried by express delivery has been further realized. From the age group, the proportion of elderly people aged 60 and above who are very satisfied with express delivery services is the highest, at 61.5% (see Figure 2), which is significantly higher than other age groups, reflecting the concern of express delivery services to vulnerable groups such as the elderly. From the regional perspective, the satisfaction of users in the eastern, central and western regions is small, and the regional balance of express delivery services is prominent (see Figure 3). From different levels of cities, the proportion of users in third-tier cities who are very satisfied with express delivery services is 44.5%, which is higher than the first-tier 36.4%, the new first-tier 36% and the second-tier 36.8% (see Figure 4). On the one hand, this is consistent with the development direction of "express delivery to the west and down" and "express delivery to the village". On the other hand, it should be noted that the user satisfaction rate in areas with relatively more developed and perfect express infrastructure such as eastern regions, first-tier, new first-tier and second-tier cities is not high enough, which means that the services of the express industry in have not yet completed the improvement from infrastructure to refined services.
Discovery 3: Terminal services are becoming the main bottleneck in the development of express services. The user's original sound collection found that the biggest pain point in the express delivery industry comes from terminal services, and the contradictions in terminal services are mainly about not coming home and a series of problems such as loss and loss of parts caused by this. According to the "Express Industry Service Level Monitoring Report" provided by Zero Point Youshu to the State Post Bureau, the biggest decline in the industry in 2021 is precisely due to the problem of express delivery on-site, and the service satisfaction of delivery workers has been reduced from 88.1 points in 2020 to 84.3 points. In June 2022, CCTV.com launched a topic, is it a legal obligation to deliver express delivery to the door? It instantly became a hot search list, which shows how profound the express delivery service has had on the people.
Research found that the reason for this situation is that on the one hand, enterprises have failed to fully grasp the needs of the masses. 000 users have found that 70% of users' attitude towards whether express delivery is required to be delivered to their door is "not certain, it depends on the situation". The delivery method should be defined by users. Express delivery companies have failed to fully collect user needs and centrally delivered third parties without the user's consent. On the other hand, the impact of the price war is still continuing. The fierce price war forces enterprises to exchange prices for volume and reduce costs to save, and reduce labor costs by reducing fees and hiring temporary workers. This leads to a decrease in the income of couriers and an increase in liquidity, which directly affects network stability. Among the top 100 jobs in the country's top 100 jobs in the second quarter of 2022 announced by the Ministry of Human Resources and Social Security, couriers ranked second in engineering shortage.
To sum up, in order to enable the express delivery industry to achieve both quality and quality, completely get rid of the situation of big but not strong, and make this industry that concerns people's livelihood and well-being truly gain the recognition of the people, and reflect the people's express delivery service concept of serving the people and putting the user at the center, then it is necessary to break through the bottleneck of service at the end, because this is the most intuitive way for the people to feel and understand the express delivery industry. Postal Management department needs to make efforts from both supply and demand ends, considering both user needs and the company's ability to bear; it must have policies and regulations, and ensure the implementation of policy norms. 0000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000 In January 2022, the "Express Market Management Measures (Revised Draft)" (Draft for Comments) issued by the State Post Bureau has already clearly stipulated the final delivery, but the results are not good. The main reason is that enterprises generally cannot do it, and the law does not blame the public. The postal management department should proceed step by step to guide express delivery companies to establish more refined service standards, and this standard needs to fully consider user needs and the actual supply capacity of express delivery companies, so as to achieve a combination of rigid commitments and flexible services. Guide express delivery companies to establish a terminal user demand collection system, understand users’ delivery preferences, and use technical means to truly achieve multi-end collaboration.
Suggestion 2: In response to the loss and damage of express parcels caused by terminal delivery, the postal management department needs to guide enterprises to provide clear and unified judgment standards to avoid the end problems being infinitely amplified, malicious complainants taking advantage of loopholes to make profits, and ordinary people have no way to complain. Postal management department needs to carry out two-way management. On the one hand, it is necessary to guide express delivery companies to make public announcements of after-sales processing channels, clear after-sales processing paths, transparent processing processes, and consistent processing solutions. On the other hand, from the perspective of protecting the dignity of the industry and the rights and interests of enterprises, enterprises are allowed to establish a credit system for express delivery industry under the supervision of regulatory authorities. If necessary, a blacklist of malicious complaints can be set up to facilitate the healthy development of the industry.
Suggestion 3: Protect the basic rights and interests of end service personnel, guide express delivery companies to adopt reasonable personnel management methods, and provide users with better services. The last link of the terminal service of is still in people. For the protection of practitioners, on the one hand, we must ensure that the implementation effect of the policy is visible. At present, local management departments have issued a series of policies to protect the basic rights and interests of couriers. However, the effectiveness of the implementation of the enterprise, and whether employees truly enjoy the rights and interests and feel care still need to conduct on-site research to understand; at the same time, we need to improve the targetedness of the policy content - fully collect the voices and demands from express delivery companies and front-line employees, understand the current situation, and prescribe the right medicine; on the other hand, we need to continue to guide healthy competition in the industry - government departments must insist on guiding the diversified development of the industry, do a good job in service stratification, and product classification, beware of price wars rising again, and maintain the rational development of the industry.
