On July 28th, Chinese men's basketball player Guo Ailun complained on Weibo that he had sent medical equipment for treatment through Zhongtong Express, but due to a staff error in filling in the wrong address, the treatment was delayed. He was unable to contact them afterwards and there was no follow-up action taken.
On July 30th, the official Weibo account of Zhongtong Express apologized to Guo Ailun. Zhongtong Express stated that after investigation, it was found that Guo Ailun's package should have been sent from Shenzhen to Shenyang, but due to a wrong delivery point, the package was mistakenly sent to Xi'an; Prior to this, during the communication and negotiation process between Guo Ailun and the branch customer service, there were inappropriate behaviors such as indifferent attitude, hanging up the phone, and intentionally not answering the phone when dealing with after-sales service at the sending branch. In response to the above errors, Zhongtong has urgently processed and sent the package back to Shenyang. The package was delivered on the evening of July 29th. At the same time, with the consent of Guo Ailun, Zhongtong apologized at the door and obtained Guo Ailun's forgiveness.
Subsequently, Guo Ailun responded to this on Weibo, saying, "Thank you all for your support and help. It's only because of you that things like this can be taken seriously. If you encounter difficulties in the future, I will also help each other. The company dealt with this matter in the first place with a good attitude, and the customer service representative apologized to me for her behavior. I hope your company can take this matter seriously, manage and improve services seriously, handle the needs of every customer properly, and become a trustworthy enterprise. The service industry must take every customer seriously, not just those who have an impact on you
According to the company's official website, Zhongtong Express was established in 2016 and is a fast delivery enterprise under the Zhongtong brand. It adopts a flat management model of "central direct sales+branch franchising" and has laid out a nationwide logistics hub and end of pipe franchise network. The company completed Series A and Series A+financing in June 2018 and May 2020, respectively, with a total investment of over 100 million US dollars.
Public information shows that from 2021 to 2023, Zhongtong Express's net profit attributable to the parent company was 4.755 billion yuan, 6.809 billion yuan, and 8.749 billion yuan respectively, with a total profit of 20.313 billion yuan over the three years.
In the first quarter of this year, Zhongtong Express achieved a revenue of 9.96 billion yuan, a year-on-year increase of 10.9%; The net profit attributable to common shareholders was 1.426 billion yuan, a year-on-year decrease of 14.63%; The adjusted net profit was 2.2 billion yuan, a year-on-year increase of 15.8%.
On July 24th, the State Postal Administration released a notice on the results of the satisfaction survey and timely delivery rate test for express delivery services in the second quarter of 2024 (hereinafter referred to as the notice). The announcement shows that the public satisfaction score for user express delivery services in the second quarter of 2024 was 83.8 points, an increase of 2.0 points year-on-year. SF Express and JD Express have become the most satisfactory express delivery brands among the public.