Service Quality

In the year of 2001, China Post persisted in attaching equal importance to social returns and sector returns, fulfilled universal postal services obligation in earnest and deepened the  implementation of the program of building new image and providing good service. Therefore, the postal service quality was improved and the  problems concerning hotspots and difficulty have been solved smoothly, which earned us the praise from all circles, By the end of 2001, 87 divisions had been awarded with the title of Young Civilized Collective by Ministry of Information Industry and the Central Committee of the League. The comprehensive customer satisfactory degree was 84.39 points and the Post became one of those service industries that have won a fairly high comprehensive satisfactory degree.

To give full play to supervision from society and devote ourselves into solving following problems concerning hotspots:

1. To solve problems concerning hotspots to improve the overall service. We entrusted China Post and Telecommunications Association to distribute questionnaire on postal service to more than 340 cities nationwide, consulting customers' assessment on speed of express mails, mail delivery of storied buildings, mail inquiry, etc. We tried to settle the problems one by one and improved our services in earnest.

2. To inspect service quality in different postal outlets secretly and erect good service image. The State Post Bureau employed 102 social inspectors to supervise the postal outlets on uniform service, mail delivery time limit and parcel direct delivery to customers by means of inspecting everyday mail delivery , inspecting secretly and specifically.

3. To declare supervision telephone number and publish customer-complaining procedures to the public. On March 22, the State Post Bureau and the various provincial administrations declared the supervision telephone number to the public formally to provide consulting and complaining services to customers. In September, the State Post Bureau announced Temporary Customer Complaining Procedures. It standardized both customers' complaining and the working principle of complaint-accepting departments, explaining explicitly the complaining conditions, methods as well as complaint-accepting procedure, time limit, etc.

4. In May, 2001, we established a column named Postal Complaining and Answering in China Post News, disclosing those hotspots and the relevant disposals given by the concerned department regularly so as to urge the concerned administrations to fulfill their improvements.

To extend the depth and scope of postal service and offer more service varieties:

1. On the basis of the all-round delivery acceleration in the past year, China Post implemented a second mail delivery acceleration this year by building mail center systems and the air transportation network of our own as well as speeding up internal processing; and distribution, which earned a broad praise from the public.

2. The postal department started to provide postal services in communities, initiate agency services as well as deliver mails, parcels and EMS directly to customers. Meanwhile, the postal department strived to conduct new services. For instance, we initiated domestic express parcel delivery this year. This service offers customers a new choice besides ordinary mail and EMS, which won good remarks from the customers; the hybrid letter service was started on Nov. 1. The service could serve the customer in 18 provincial capitals and mails sent in the morning could be received in the afternoon. Apart from supplying normal services, the post offices also transacted many other agency services like insurance, pension payment, telephone fee collection as well as offered agent services for China Unicom, which provided the customers with great convenience.

Service Level & Service Quality