Service Quality

In 1999, postal depal'tments throughout the country put in motion a program: Build New Image and Provide Quality Service. Tdeng "building civilized sector" and "building civilized units" as the carrier, and focusing on improving collection and delivery quality, China Post established and peifected service standards, put forth postal communications service standards and publicized ten targets of postal services to the society. In order to achieve the ten tal'gets, post offices throughout the country accelerated the constrUction of mailbox project, and newly built a large number of multi-functional mailbox groups for letter, newspaper and periodical delivery. Committed to improving delivery performance, China Post endeavored tO improve the quality of posben by applying postman service certificate system. Additionally, efforts were exefted tO improve services for major customers, and opened customer service centers through special service numbers "183" and "185" to handle customer inq~es and complaints in a celltralized way. With efforts from both inside and outside, China Post paid more attention to postal service quality supervision and recruited 103 social supervisors from all walks of life to the mission. Meanwhile, inspection was further sir6ngthened on the quality of various postal services. These measures promoted the overall service level and the comprehensive customer satisfachon bate reached sl .56 percent. Postal service is now recognized by the society as a relatively good industry in China. Many postal enterprises were ...aluat.d outstanding for civilizahon.

Service Level and quality