SB/T 11251-2025 in English

Background and Significance of Standard Formulation

SB/T 11251-2025 "Urban and Rural Distribution Service Quality Specification", as a domestic trade industry standard, is an important technical document that came into being in the context of urban-rural integration development. With the acceleration of urban-rural economic integration in my country, the demand for distribution services to extend from cities to rural areas has become increasingly urgent, but for a long time, there has been a lack of unified service quality standards. This standard systematically constructs an urban-rural distribution service quality evaluation system for the first time, filling the gap in the industry.

This standard is under the jurisdiction of the Circulation Industry Development Department of the Ministry of Commerce and was drafted by the China Warehousing and Distribution Association. It brings together the practical experience of leading companies such as SF Express and Meituan. The differentiated characteristics of urban and rural distribution were fully taken into account during the standard-setting process. It not only draws on the mature experience of urban distribution, but also takes into account the particularities of rural distribution, reflecting the scientific and practical nature of the standard-setting.

In-depth analysis of core content

Basic requirements and scope of application

The standard clearly stipulates that it applies to the service quality management of enterprises engaged in urban and rural distribution services, but is not applicable to postal express delivery enterprises. This definition reflects the professionalism of the standard positioning, which mainly regulates distribution activities in the fields of commercial circulation, residents' lives, and industrial and agricultural production.

Enterprises should establish complete urban and rural distribution service processes, management systems and systems, and equip them with necessary facilities and equipment, information systems and professional personnel. Special emphasis is placed on personnel training requirements, involving multiple dimensions such as laws and regulations, standards and specifications, fire safety, occupational health and professional skills. Personnel can only take up their posts after passing the examination.

Distribution node construction requirements

As a key link in the urban and rural distribution network, the standard puts forward specific requirements for distribution nodes from four dimensions: site selection, work site, service requirements and equipment management.

In the receiving process, the standard requires the implementation of a scheduled delivery system, the development of a receiving operation plan, and thorough preparation. Vehicle loading and sealing must be inspected before unloading, and cargo information must be verified during acceptance, with any issues addressed promptly. This refined management requirement reflects the development trend of modern logistics services.

Technical Requirements for Transportation and Distribution

Selection and Management of Distribution Vehicles

The standard sets clear technical requirements for distribution vehicles. Vehicles must comply with the relevant provisions of GB/T 29912, with enclosed distribution vehicles being preferred. For the transportation of refrigerated and frozen foods, vehicles must also comply with the requirements of JT/T 1234. In terms of vehicle configuration, the standard reflects the trend of green development, prioritizing the use of new energy delivery vehicles and encouraging the use of vehicles with tail lifts to improve loading and unloading efficiency. Vehicles must be equipped with onboard positioning systems that comply with JT/T 794 to enable visual management of the transportation process. Distribution Service Process Specifications: The distribution and transportation phase requires vehicles to depart at agreed times and deliver goods sequentially according to the delivery route. To address the unique conditions of narrow rural roads, the standard proposes innovative solutions: transloading at urban-rural junctions, transferring cargo from large delivery vehicles to smaller ones, or using existing rural transportation to complete end-of-line delivery. This "segmented delivery" model takes into account the differences in urban and rural road conditions while ensuring accessibility, demonstrating the practicality and innovation of the standard's development.

Information management system construction

The standard requires enterprises to establish a complete information system with operation service management, information traceability and tracking functions, and support automatic generation and printing of documents. The system should reserve standardized interfaces for docking with upstream and downstream enterprises, customers and other relevant party systems to promote information interconnection and interoperability.

In terms of data security, the standard requires the formulation of relevant data confidentiality systems to prevent network risks. Network security should have the second-level security protection capabilities in GB/T 22239-2019 to ensure the security and reliability of distribution information.

Information records in each link should be complete, true and traceable, and kept for no less than 2 years, and paper documents should be kept for no less than 3 months. This long-term preservation requirement provides data support for enterprise service quality improvement and dispute resolution.

Service quality verification method

The standard innovatively proposes 8 service quality verification indicators, providing a quantitative basis for enterprise self-assessment and industry supervision.

Indicator name	Calculation formula	Standard requirements	Management significance
Delivery accuracy	Number of delivery orders completed according to user requirements/Total number of delivery orders completed×100%	≥99%	Measure service accuracy
Delivery timeliness	When users request Number of delivery orders completed within the effective period / total number of delivery orders completed × 100% ≥ 98% Measure service timeliness Responsible cargo damage rate Number of lost goods during the delivery period / total number of completed deliveries × 100% ≤ 0.05% Measure work quality Timely return rate Number of return orders (batches) returned on time / total number of return orders (batches) to be returned × 100% ≥ 98% Measure process Completeness
Effective complaint rate	Number of delivery orders involved in effective user complaints/total number of orders × 100%	≤0.3%	Measure customer satisfaction
Customer satisfaction rate	Number of satisfied customers/total number of surveyed customers × 100%	≥90%	Measure overall service quality
Traffic compliance rate	Complete delivery orders Measure compliance: Number of legal and compliant trips / Total number of completed delivery orders × 100% = 100% Traffic accident rate Number of traffic accidents during completed delivery orders / Total number of completed delivery orders × 100% ≤ 0.02% Safety management These indicators constitute a comprehensive service quality evaluation system, encompassing both process and outcome indicators, as well as both quantitative and qualitative indicators, providing clear direction for companies to continuously improve their service quality. Standard Implementation Recommendations Enterprise-Level Implementation Path Enterprises should first diagnose their current status against the standard requirements, identify gaps, and develop improvement plans. Focus on system development, process optimization, facility and equipment upgrades, and personnel training to establish a quality management system that meets the standard requirements. It is recommended that companies establish a regular service quality monitoring mechanism, regularly compiling and analyzing eight verification indicators to promptly identify and resolve service issues. Furthermore, a customer feedback mechanism should be established to proactively collect customer feedback and continuously improve service quality. Industry Supervision and Certification Industry associations may conduct service quality ratings for urban and rural distribution companies based on this standard to promote overall service improvements in the industry. Regulatory authorities may incorporate the standard's requirements into their routine supervision and inspections to encourage standardized operations. It is recommended that a mechanism be established to evaluate the effectiveness of standard implementation, regularly collecting issues and suggestions encountered during implementation to provide a practical basis for revising and improving the standard. Technological Innovation and Application Enterprises are encouraged to apply new technologies such as the Internet of Things, big data, and artificial intelligence to improve the quality of distribution services. For example, intelligent route planning systems can be used to improve distribution efficiency, temperature and humidity monitoring equipment can be used to ensure the quality of cold chain distribution, and blockchain technology can be used to achieve traceability throughout the distribution process. At the same time, a balance should be maintained between standardization and personalization. While meeting basic service quality requirements, companies should be allowed to provide differentiated services based on their own characteristics and customer needs. Prospects for Standard Development With the deepening of urban-rural integration and the rapid development of digital technology, urban-rural distribution service quality standards will show the following development trends: First, the scope of services will be further expanded, extending from commodity distribution to service distribution; second, technical requirements will continue to improve, with intelligent and green development becoming important directions; third, the evaluation system will be further improved, introducing more objective and quantitative evaluation indicators. SB/T 11251-2025, as the first urban-rural distribution service quality standard, lays an important foundation for the development of the industry. In the future, with the accumulation of practical experience and technological advancement, the content of the standard will continue to be enriched and improved to better serve the integrated development of urban and rural economies. More samples: JJG 21-2008 JGJ 94-2008 GB 18306-2015 Sample only — not a preview of SB/T 11251-2025 Previous Page: 1 / 0 Next Zoom Out 100% Zoom In Search Loading PDF document... Error loading PDF. Please make sure the file is valid and try again. Terms of Service Privacy Cancellation & Refund Policy My Account About Us Contact Us All Rights Reserved © 2026 WWW.CHINASTANDARDS.NET