Customers were more satisfied with China's parcel delivery services last year compared with 2023, according to a latest survey released by the State Post Bureau of China on Thursday.

The survey, which covered 50 cities and nine major parcel delivery companies, included 180,000 valid responses. It was mostly conducted through online questionnaires. Respondents evaluated their satisfaction with courier services in five key areas.

Lin Hu, spokesman for the bureau and director of its Market Inspection Department, noted that the overall satisfaction rating reflects progress across multiple service aspects.

He highlighted that leading courier firms such as SF Express and JD Express ranked highest in public satisfaction among the nine major express delivery brands included in the survey.

Overall, customer satisfaction improved significantly across China. The eastern region maintained the highest overall performance, while the western region posted the greatest year-on-year improvement.

"In 2024, as consumers increasingly relied on courier services, their demand for convenient and efficient order placement grew accordingly," Lin said.

He noted that both online and offline channels contributed to enhanced user experiences. Online platforms such as the companies' official WeChat accounts, mini-programs, and courier company websites introduced features such as auto-filled addresses and guaranteed compensation for delays. Meanwhile, offline channels continued to provide personalized, detail-oriented services with strong human interaction, boosting user trust and service reliability.

Lin also said that express companies made notable strides by launching rapid claims services, adopting AI-powered customer service tools, and enhancing training for service staff members. These measures helped improve satisfaction in handling delayed deliveries, complaints, and compensation claims.

The bureau pledged to continue promoting high-quality development in the postal sector and improving user experience through technology-driven innovation and strengthened service oversight.

China's parcel delivery sector has made rapid and experienced great growth in the past decade. Last year, the country set the record by handling over 170 billion parcels.

This year, China's parcel delivery sector continued to grow. The country's express delivery volume recorded 50 billion parcels as of April 11, reaching the milestone 18 days earlier than in 2024.