The annual “Double 11” (the shopping spree on November 11) is a carnival for consumers as well as a major test for the express industry. According to the State Post Bureau on November 20, nearly all the mail items generated during the “Double 11” peak season had been delivered. Data from the State Post Bureau shows that postal and express enterprises nationwide have processed a total of 4.272 billion express parcels from November 1 to 11 this year, the 13th peak season for express services since 2010, with the average daily processing volume amounting to 1.3 times that of the usual.
From November 1 to 15, the parcel, express and logistics volume of China Post exceeded 600 million items, and the EMS volume 130 million items, both reaching record highs. The time limit across the whole network was significantly shortened, with the time limit of EMS reduced by 15.2 percent, and that of express parcels 9.3 percent.
In respect of collection, the speed was further accelerated. The proportion of EMS collection increased in 19 provincial postal branches including Inner Mongolia, Jilin and Xinjiang, and the proportion of express parcel collection rose in 20 provincial postal branches including Tibet, Liaoning and Tianjin. As the proportion of irregular express parcels significantly decreased, the quality of collection improved effectively.
In respect of processing, the volume peaked 89.7 million bags (items) on November 13, with the volume in six mail centers including Nanchang, Yinchuan and Houma above that figure, of which the average daily processing volume of EMS items was 16.91 million bags (items), a year-on-year increase of 38.5 percent. The productivity was significantly improved, with the efficiency of automated equipment reaching 75.3 percent across the whole network, and the proportion of mail items consolidated into dispatches accounting for 83 percent of the total amount.
In respect of transport, the average daily departures exceeded 11,000 vehicles along trunk lines across the whole network, with departures of large trucks accounting for over 50 percent on first-class trunk lines in Heilongjiang, Qinghai, Guizhou, Shandong, Shaanxi, Yunnan and Jilin.
Delivery departments focused on ensuring the quality of EMS delivery. They organized operations flexibly, made reasonable arrangements for delivery time, and implemented transit relay delivery and destination-stationed delivery. As a result, a total of 606 million express parcels were delivered within the whole network. The self-pickup rate for express parcels reached 73.29 percent nationwide, an increase of 6.73 percentage points year-on-year, with the rate in Anhui, Jiangsu, Chongqing and Shanxi surpassing 80 percent. The timely delivery rate for EMS items nationwide increased by 3.78 percentage points year-on-year, and the same-day delivery rate for express parcels increased by 1.23 percentage points year-on-year.
In respect of coordination between postal network and business operations, China Post’s key customer marketing centers outperformed the express industry by over 12 percentage points in the growth rate of e-commerce projects, of which the warehousing and distribution projects nationwide collected 49.93 million orders cumulatively from November 1 to 15, accounting for 8.07 percent of the total volume, with the operation quality highly recognized by key customers such as Huawei and Honor.
In respect of service quality, the efficiency of handling customer inquiry was greatly improved. From November 1 to 15, 93 percent of urgent mail inquiries that required coordination of mail centers were timely processed, a year-on-year increase of 7.8 percent. Proactive customer service became more satisfactory, covering 8,443 contracted customers, and 95.9 percent of key customers, with the number and rate of customer complaints both decreased year-on-year.