AG注册⎛⎝PbqkU⎠⎞Bob体育官方网

国家邮政局关于2020年9月邮政业用户申诉情况的通告

2019-10-27

　　一、总体情况

Bob体育官方网　　1.2020nian9yue，guojiayouzhengjuhegesheng（qu、shi）youzhengguanlijutongguo“12305”youzhengyeyonghushensudianhuaheshensuwangzhangongchulishensu16668jian，huanbizengzhang22.6％，tongbixiajiang39.8％。shensuzhongshejiyouzhengbobtiyuguanfangwangwentide1059jian，zhanzongshensuliangde6.4％，huanbizengzhang152.7％，tongbizengzhang86.4％；shejikuaidibobtiyuguanfangwangwentide15609jian，zhanzongshensuliangde93.6％，huanbizengzhang18.5％，tongbixiajiang42.4％。

　　2.shoulideshensuzhongyouxiaoshensu（quedingqiyezerende）wei1311jian，huanbizengzhang25.3％，tongbixiajiang36.0％。youxiaoshensuzhongshejiyouzhengbobtiyuguanfangwangwentide41jian，zhanyouxiaoshensuliangde3.1％，huanbizengzhang24.2％，tongbixiajiang42.3％；shejikuaidibobtiyuguanfangwangwentide1270jian，zhanyouxiaoshensuliangde96.9％，huanbizengzhang25.4％，tongbixiajiang35.8％。

Bob体育官方网　　3.shengjiyouzhengguanlijigouduiyonghushensujunyifayiguizuolediaojiechuli，wanhuijingjisunshi741.6wanyuan。yonghuduiyouzhengguanlijigouyouxiaoshensuchuligongzuomanyilvwei98.3％，duiyouzhengqiyeyouxiaoshensuchulimanyilvwei93.7％，duikuaidiqiyeyouxiaoshensuchulimanyilvwei95.9％。

　　4.youzhengkuaidiqiyeduishengjiyouzhengguanlijigouzhuanbandeshensuweinenganguidingshixianhuifudeyou7jian，yuquniantongqixiangbijianshao8jian。

邮政快递企业逾期情况表（单位: 件）

xuhao	gongsimingcheng	guangdong	xizang	hejishi
1	zhongwaiyun-kongyun	3		3
2	zhongguoyouzheng		1	1
3	jitusudi	1		1
4	disifang	1		1
5	qita	1		1
heji		6	1	7

　　二、邮政Bob体育官方网申诉情况

　　1.youzhengbobtiyuguanfangwangshensuwentiqingkuang

　　yonghuduiyouzhengbobtiyuguanfangwangwentishensu1059jian，huanbizengzhang152.7％，tongbizengzhang86.4％。

　　yonghuduiyouzhengbobtiyuguanfangwangshensudezhuyaowentishiyoujianyanwu、toudibobtiyuguanfangwangheyoujiandiushiduanshao，fenbiezhanshensuzongliangde61.0％、18.5％he8.0％。qizhong，kuajingyoujianyanwuwentijiaoweituchu，daozhiyoujianyanwuhuanbizengzhangmingxian。

邮政Bob体育官方网问题申诉量情况统计表

xuhao	shensuneirong	shensujianshu	zhanbi%	huanbi%	tongbi%	hanjian	baojian	huidui	baokan	jiyou	qita
1	yanwu	646	61.0	396.9	361.4	64	100	0	2	1	479
2	toudibobtiyuguanfangwang	196	18.5	21.0	0.0	138	43	0	2	2	11
3	diushiduanshao	85	8.0	88.9	1.2	32	45	0	1	0	7
4	shoujibobtiyuguanfangwang	45	4.3	87.5	25.0	17	15	0	1	4	8
5	sunhui	26	2.5	52.9	-10.3	9	13	0	1	2	1
6	weiguishoufei	21	2.0	61.5	110.0	6	13	0	0	1	1
7	qita	40	3.8	42.9	-29.8	16	10	0	1	5	8
heji		1059	100	152.7	86.4	282	239	0	8	15	515

　　2.youzhengbobtiyuguanfangwangshensuzhuyaowentierjiyuanyinqingkuang

　　youjianyanwushensuzhongzhuyaozhanbishizhongzhuanhuoyunshuyanwu，toudibobtiyuguanfangwangshensuzhongzhuyaozhanbishixujiaqianshou，youjiandiushiduanshaoshensuzhongzhuyaozhanbishiwaibaozhuangsunhuidaozhineijiandiushiduanshao。

Bob体育官方网　　3.youzhengbobtiyuguanfangwangyouxiaoshensuwentiqingkuang

　　yonghuduiyouzhengbobtiyuguanfangwangwentiyouxiaoshensu41jian，huanbizengzhang24.2％，tongbixiajiang42.3％。youzhengbobtiyuguanfangwangyouxiaoshensudezhuyaowentishitoudibobtiyuguanfangwangheyoujiandiushiduanshao，fenbiezhanyouxiaoshensuzongliangde39.0％he31.7％。qizhong，huanbizengzhangmingxiandeshiyoujiandiushiduanshaowenti。

邮政Bob体育官方网有效申诉情况统计表

xuhao	shensuwenti		shensujianshu		zhanbili%	huanbi%	tongbi%
1	toudibobtiyuguanfangwang	hanjian	12	16	39.0	-15.8	-57.9
		baojian	3
		baokan	1
2	diushiduanshao	hanjian	7	13	31.7	333.3	62.5
		baojian	5
		baokan	1
3	yanwu	baojian	2	4	9.8	-50.0	-77.8
		hanjian	1
		baokan	1
4	sunhui	hanjian	2	3	7.3	/	-25.0
		baokan	1
5	shoujibobtiyuguanfangwang	hanjian	1	3	7.3	50	50
		baojian	1
		qita	1
6	qita		2		4.9	100.0	/
heji			41		100	24.2	-42.3

　　三、快递Bob体育官方网申诉情况

Bob体育官方网　　（yi）kuaidibobtiyuguanfangwangshensuzongtiqingkuang

　　1.kuaidibobtiyuguanfangwangshensuwentiqingkuang

Bob体育官方网　　yonghuduikuaidibobtiyuguanfangwangshensu15609jian，huanbizengzhang18.5％，tongbixiajiang42.4％。

Bob体育官方网　　yonghuduikuaidibobtiyuguanfangwangshensudezhuyaowentishikuaijiansunhui、kuaijiandiushiduanshaohetoudibobtiyuguanfangwang，fenbiezhanshensuzongliangde25.9％、21.3％he20.9％。qizhong，huanbizengzhangmingxiandeshitoudibobtiyuguanfangwangwenti。

快递Bob体育官方网申诉情况统计表

xuhao	shensuneirong	shensujianshu	zhanbi%	huanbi%	tongbi%
1	sunhui	4041	25.9	0.9	-35.3
2	diushiduanshao	3331	21.3	17.1	-26.5
3	toudibobtiyuguanfangwang	3259	20.9	28.7	-41.2
4	yanwu	3122	20.0	51.7	-50.4
5	shoujibobtiyuguanfangwang	1087	7.0	14.9	-54.8
6	weiguishoufei	286	1.8	5.5	-38.1
7	daishouhuokuan	66	0.4	-2.9	-57.1
8	qita	417	2.7	-6.9	-47.7
heji		15609	100	18.5	-42.4

Bob体育官方网　　2.kuaidibobtiyuguanfangwangshensuzhuyaowentierjiyuanyinqingkuang

Bob体育官方网　　kuaijiansunhuishensuzhongzhuyaozhanbishiduiqiyepeichangjinebuman,kuaijiandiushiduanshaoshensuzhongzhuyaozhanbishiduiqiyepeichangjinebuman，toudibobtiyuguanfangwangshensuzhongzhuyaozhanbishixujiaqianshou。

Bob体育官方网　　3.kuaidibobtiyuguanfangwangyouxiaoshensuwentiqingkuang

Bob体育官方网　　yonghuduikuaidibobtiyuguanfangwangyouxiaoshensu1270jian，huanbizengzhang25.4％，tongbixiajiang35.8％。kuaidibobtiyuguanfangwangyouxiaoshensudezhuyaowentishitoudibobtiyuguanfangwang、kuaijianyanwuhekuaijiandiushiduanshao，fenbiezhanyouxiaoshensuzongliangde36.2％、23.1％he22.0％。qizhong，huanbizengzhangmingxiandeshikuaijianyanwuwenti。

快递Bob体育官方网有效申诉情况统计表

xuhao	shensuwenti	youxiaoshensujianshu	zhanbi%	huanbi%	tongbi%
1	toudibobtiyuguanfangwang	460	36.2	24.0	-21.6
2	yanwu	293	23.1	54.2	-56.3
3	diushiduanshao	279	22.0	12.1	-20.3
4	sunhui	147	11.6	-2.7	-36.4
5	shoujibobtiyuguanfangwang	63	5.0	125.0	23.5
6	weiguishoufei	14	1.1	27.3	-53.3
7	qita	14	1.1	40.0	-17.7
heji		1270	100	25.4	-35.8

Bob体育官方网　　（er）zhuyaokuaidiqiyeshensuqingkuang

Bob体育官方网　　quanguokuaidiqiyeshensulv（baiwanjiankuaijianyewuliang）pingjunwei1.81，youxiaoshensulvpingjunwei0.15。yonghuduikuaidiqiyeshensuzhuyaowentizhong，kuaijiansunhuishensulvpingjunwei0.47，kuaijiandiushiduanshaoshensulvpingjunwei0.39，toudibobtiyuguanfangwangshensulvpingjunwei0.38，kuaijianyanwushensulvpingjunwei0.36。

主要快递企业申诉情况统计表（单位: 申诉件数/百万件快件业务量）

xuhao	qiyemingcheng	shensulv	zhuyaowentishensulvfenbu				有效申诉率
xuhao	qiyemingcheng	shensulv	sunhui	diushiduanshao	toudibobtiyuguanfangwang	yanwu	有效申诉率
1	baishikuaidi	1.21	0.18	0.29	0.35	0.26	0.01
2	dhl	13.98	1.18	2.61	1.66	2.61	0.24
3	debangkuaidi	7.53	4.43	1.13	0.50	0.65	0.69
4	disifang	4.97	0.33	1.19	0.40	2.57	0.51
5	ems	2.74	0.40	0.84	0.50	0.76	0.48
6	fedex	10.3	1.03	1.65	1.24	2.68	1.44
7	jitusudi	7.26	0.59	0.91	2.68	2.44	1.44
8	jingdongkuaidi	1.18	0.36	0.25	0.31	0.14	0.02
9	kuayuesuyun	2.03	0.66	0.07	0.04	0.78	0.55
10	minhangkuaidi	3.41	/	1.14	1.14	/	/
11	shentongkuaidi	0.94	0.16	0.24	0.22	0.10	0.004
12	shunfengsuyun	4.02	2.49	0.81	0.15	0.34	0.03
13	suningyigou	0.17	/	0.09	/	0.04	/
14	suer	5.96	0.82	0.73	1.55	1.63	1.14
15	tiantiankuaidi	3.29	0.49	0.96	0.69	0.75	1.54
16	ups	17.7	0.79	3.93	1.97	5.11	3.54
17	yousu	8.08	2.69	1.18	1.84	1.84	0.76
18	yuantongsudi	1.33	0.25	0.40	0.33	0.19	0.01
19	yundakuaidi	0.68	0.09	0.15	0.15	0.10	0.003
20	zhaijisong	22.26	1.62	3.24	7.77	8.26	1.86
21	zhongtongkuaidi	0.39	0.07	0.09	0.13	0.04	0.001
22	zhongwaiyun-kongyun	0.52	0.05	/	0.05	0.26	0.16
全国平均		1.81	0.47	0.39	0.38	0.36	0.15

　　zhu: anqiyemingchengpinyinshouzimushengxupailie

　　（san）shengjiquyukuaidibobtiyuguanfangwangshensuqingkuang

　　shengjiquyukuaidibobtiyuguanfangwangshensulv（baiwanjiankuaijianyewuliang）pingjunwei1.00，youxiaoshensulvpingjunwei0.08。shengjiquyukuaidibobtiyuguanfangwangshensuzhuyaowentizhong，kuaijiansunhuishensulvpingjunwei0.26，kuaijiandiushiduanshaoshensulvpingjunwei0.21，toudibobtiyuguanfangwangshensulvpingjunwei0.21，kuaijianyanwushensulvpingjunwei0.20。

省级区域快递Bob体育官方网申诉情况统计表（单位: 申诉件数/百万件快件业务量）

xuhao	diqu	shensulv	zhuyaowentishensulvfenbu				有效 Bob体育官方网申诉率
xuhao	diqu	shensulv	sunhui	diushiduanshao	toudibobtiyuguanfangwang	yanwu	有效 Bob体育官方网申诉率
1	beijing	1.47	0.43	0.38	0.27	0.28	0.11
2	tianjin	0.79	0.21	0.14	0.18	0.17	0.08
3	hebei	0.66	0.20	0.13	0.11	0.13	0.02
4	shanxi	0.71	0.15	0.18	0.17	0.12	0.15
5	neimenggu	0.97	0.29	0.25	0.09	0.16	0.02
6	liaoning	1.40	0.41	0.41	0.19	0.23	0.06
7	jilin	1.30	0.41	0.32	0.19	0.27	0.07
8	heilongjiang	1.34	0.44	0.38	0.21	0.20	0.16
9	shanghai	1.14	0.25	0.24	0.30	0.18	0.08
10	jiangsu	1.17	0.32	0.23	0.22	0.27	0.09
11	zhejiang	0.61	0.15	0.15	0.15	0.08	0.11
12	anhui	1.05	0.24	0.27	0.24	0.23	0.04
13	fujian	1.22	0.32	0.27	0.28	0.27	0.07
14	jiangxi	0.63	0.18	0.19	0.14	0.09	0.05
15	shandong	1.20	0.32	0.23	0.28	0.22	0.05
16	henan	0.76	0.22	0.14	0.23	0.12	0.05
17	hubei	1.09	0.27	0.23	0.28	0.22	0.22
18	hunan	0.90	0.19	0.15	0.21	0.16	0.09
19	guangdong	0.92	0.21	0.18	0.17	0.21	0.05
20	guangxi	0.78	0.22	0.13	0.16	0.15	0.08
21	hainan	1.11	0.25	0.29	0.31	0.08	0.10
22	zhongqing	0.76	0.20	0.10	0.15	0.17	0.04
23	sichuan	1.08	0.35	0.23	0.18	0.24	0.04
24	guizhou	2.43	0.57	0.54	0.70	0.37	0.53
25	yunnan	1.24	0.44	0.28	0.19	0.22	0.04
26	xizang	7.08	3.09	2.00	0.18	1.45	0.36
27	shanxi	1.11	0.32	0.22	0.21	0.28	0.06
28	gansu	1.61	0.46	0.34	0.25	0.39	0.34
29	qinghai	1.48	0.67	0.33	0.33	0.10	0.10
30	ningxia	0.64	0.19	0.11	0.16	0.13	0.11
31	xinjiang	5.69	0.75	0.77	1.41	2.42	0.15
平均		1.00	0.26	0.21	0.21	0.20	0.08

Bob体育官方网　　（si）zhuyaokuaidiqiyeshensuchuligongzuozonghezhishuqingkuang

　　22jiazhuyaokuaidiqiyeshensuchuligongzuozonghezhishupingjunwei92.26，gaoyupingjunshudekuaidiqiyeyou13jia，diyupingjunshudeyou9jia。

主要快递企业申诉处理工作评价表

xuhao	qiyemingcheng	shensuchuligongzuozonghezhishu
1	minhangkuaidi	100
2	suningyigou	100
3	zhaijisong	99.31
4	ups	98.77
5	fedex	96.10
6	debangkuaidi	96.00
7	shentongkuaidi	95.93
8	shunfengsuyun	95.85
9	dhl	95.72
10	yundakuaidi	95.11
11	yuantongsudi	94.64
12	zhongtongkuaidi	94.10
13	jingdongkuaidi	93.21
14	tiantiankuaidi	91.21
15	baishikuaidi	88.58
16	disifang	88.38
17	yousu	88.08
18	kuayuesuyun	86.89
19	jitusudi	85.75
20	ems	85.34
21	suer	84.00
22	zhongwaiyun-kongyun	76.64
平均		92.26

　　zhu: 1.shensuchuligongzuozonghezhishu，shiduiqiyeshensuchuligongzuozhiliangdezonghepingjia，genjuqiyeshensuchuligongzuoshuipingyougaodaodipaixu。zonghezhishuxiangtongshi，anqiyemingchengpinyinshouzimushengxupailie。

Bob体育官方网　　2.zonghezhishukaohecanshubaohanyicijieanlv、yuqilv、qiyedafubuguifanlv、qiyedafubushushilv、gongzuomanyilvdengwugezhibiao。（shujulaiyuanyuxitongzidongshengcheng）

　　四、省级邮政管理机构申诉处理工作综合指数情况

Bob体育官方网　　shengjiyouzhengguanlijigoushensuchuligongzuozonghezhishupingjunwei96.23，gaoyuquanguopingjunshudediquyou17ge，diyuquanguopingjunshudediquyou14ge。

省级邮政管理机构申诉处理工作评价表

xuhao	diqu	shensuchuligongzuozonghezhishu
1	ningxia	100
2	qinghai	100
3	gansu	99.77
4	jiangxi	99.70
5	hubei	99.50
6	sichuan	99.16
7	guizhou	99.00
8	anhui	98.82
9	jilin	98.45
10	heilongjiang	98.40
11	guangxi	98.34
12	liaoning	98.03
13	yunnan	97.95
14	shanxi	97.61
15	shandong	97.43
16	hebei	97.29
17	zhejiang	96.81
18	hunan	96.22
19	zhongqing	96.01
20	neimenggu	95.84
21	fujian	95.38
22	beijing	95.08
23	hainan	95.00
24	jiangsu	94.69
25	tianjin	93.01
26	shanghai	92.87
27	shanxi	92.62
28	xizang	92.24
29	xinjiang	92.06
30	henan	92.00
31	guangdong	83.81
平均		96.23

　　zhu: 1.shensuchuligongzuozonghezhishu，shiduishengjiyouzhengguanlijigoushensuchuligongzuozhiliangdezonghepingjia，genjushengjiyouzhengguanlijigoushensuchuligongzuoshuipingyougaodaodipaixu。zonghezhishuxiangtongshi，andiqumingchengpinyinshouzimushengxupailie。

　　2.zonghezhishukaohecanshubaohanyicijieanlv、yuqilv、zhengquelv、gongzuomanyilvdengsigezhibiao。（shujulaiyuanyuxitongzidongshengcheng）

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