网购时代提升快递业顾客满意度的措施

Research on Improving Customer Satisfaction Degree of Online Shopping Era

我国网络购物的迅速升温促进了快递业的迅猛发展,随之各种有关快递的投诉量也直线上升。我国快递业顾客满意度不高的主要原因为快件延误、快件丢失、短少或损毁、索赔难和快递人员专业素质与服务态度较差。快递企业应当加强信息化建设和企业整合,实行包装分类并加强监管,建立快件到达时间分类机制以及加强快递业员工培训等改进措施提高顾客满意度。

The boom in Chinese online shopping helps to promote the development of express industry,however,the number of related complaints dramatically rises.The main causes of the low customer satisfaction of express industry are express delay,express loss,shortage or damage,difficulty to claim for compensation and poor professional quality and service attitude,express enterprise should strengthen information construction and enterprise integration,execute package classification and strengthen supervision,establish express arrival time classification mechanism and strengthen the express industry staff training to improve customer satisfaction.