03 criteria to evaluate the quality of postal services

The Ministry of Information and Communications issued Decision 509/QD-BTTTT dated March 22, 2022, promulgating a set of criteria for assessing the quality of postal services that are not part of the public postal service.

03 criteria to evaluate the quality of postal services

03 criteria to evaluate the quality of postal services (Artwork)

Accordingly, the set of criteria to evaluate the quality of postal services includes 3 major criteria: time to process the postal items; Postal security; Customer satisfaction. In there:

- For the criterion of time to complete the postal items: Evaluate the results of the implementation of the target of the time to complete the postal items according to the level announced to the customer.

The evaluation result is Pass/Fail compared to the announced quality. Results are notified to enterprises to warn, and at the same time require enterprises to consider announcing a new process indicator if the number of samples does not meet the process time target >30% of the total number of samples tested and surveyed. .

- For the criterion of postal safety : Evaluate the percentage of parcels that are successfully delivered to the receiving address within 15 days from the date of delivery in a condition that is not impaired, damaged or affects the content inside.

The evaluation result is also Pass/Fail compared to the announced quality of the enterprise. Results are notified to businesses to warn and request businesses to have a plan to improve service quality if the number of samples is lost, degraded or damaged >10% of the total number of samples tested and surveyed.

- For customer satisfaction criteria include:

+ The business most preferred/used by customers;

+ Enterprises have many types of services, meeting the most diverse needs of customers;

+ The enterprise has the best customer service attitude and attitude;

+ Enterprises have the highest level of readiness to serve customers (on-site collection, easy access to service points, quick collection time);

+ Enterprises handle complaints fastest;

+ The enterprise has the most appropriate compensation policy;

+ Enterprises have the most preeminent and easy-to-use IT applications for service provision, order tracking, etc.;

+ Enterprises have the most suitable freight rates with the quality of services provided.

The evaluation results of this criterion are ranked in order from the most to the least according to each sub-criteria, and are published on the portal of the Ministry of Information and Communications and the Postal Book annually. .

Decision 509/QD-BTTTT takes effect from March 22, 2022.

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