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最新快遞企業申訴紅黑榜出爐

2019-1-29 09:35 | 來自:商用車新網

       1月28日,國家郵政局發布2018年12月郵政業消費者申訴情況通告。


       通告顯示,2018年12月,國家郵政局和各省(區、市)郵政管理局通過“12305”郵政行業消費者申訴電話和申訴網站共處理消費者申訴220110件。申訴中涉及郵政服務問題的6070件,占總申訴量的2.8%;涉及快遞服務問題的214040件,占總申訴量的97.2%。

       受理的申訴中有效申訴(確定企業責任的)為9385件,比上年同期下降70.7%。有效申訴中涉及郵政服務問題的664件,占有效申訴量的7.1%;涉及快遞服務問題的8721件,占有效申訴量的92.9%。

       12月,消費者對郵政服務問題申訴6070件,環比下降2.3%,同比下降55.0%。消費者對郵政服務申訴的主要問題是投遞服務、郵件延誤和郵件丟失短少,分別占申訴總量的33.3%、26.7%和22.7%。消費者對郵政服務問題申訴環比增長的有違規收費、郵件丟失短少和郵件損毀,同比均呈下降趨勢。

       12月,消費者對快遞服務問題申訴214040件,環比下降5.9%,同比下降25.9%。消費者對快遞服務問題有效申訴8721件,環比增長75.0%,同比下降70.2%。消費者對快遞服務有效申訴的主要問題是延誤、投遞服務和快件丟失短少,分別占有效申訴總量的31.7%、30.6%和25.9%。消費者對快遞服務問題有效申訴環比增長明顯的有快件延誤、丟失短少和投遞服務,同比均呈下降趨勢。

       此外,12月,消費者對快遞企業有效申訴處理滿意率(消費者對快遞企業有效申訴處理滿意件數與快遞企業有效申訴總量之比)為99.4%,低于全國平均有效申訴處理滿意率的快遞企業有6家;全國快遞服務申訴率(快遞企業每百萬件業務量發生申訴問題的件數)為39.50,高于全國平均申訴率的快遞企業有10家。
【凡屬本站原創文章,如轉載請注明“來自:商用車新網”】

發布者: yangxk| 來自: 國家郵政局|
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