Photo by Fulcrum financial reporter Zheng Wei.
On March 1, the "Measures for the Administration of the Express Market" (hereinafter referred to as the new regulations) was officially implemented, and express delivery companies will face a fine of less than 30,000 yuan if they use smart express boxes and express service stations to deliver express mail without the consent of users.
Fulcrum financial reporters visited a number of express delivery sites in Wuhan and found that there were still many express packages that were directly put to the rookie post station without asking for the consent of consumers. Among them, the delivery violations of express companies such as J&T and postal services are relatively concentrated.
A number of analysts said that the new regulations will put forward new requirements for the delivery and operation mode of express delivery companies. In the future, those who have to serve will win the world, and the "express rivers and lakes" may face new adjustments.
Some companies have not implemented the new rules
On March 1, Mr. Zhou, a resident of Nanhu, Wuhan, told the fulcrum financial reporter that he had a total of 3 express deliveries that arrived on the same day, which were delivered by Zhongtong, J&T and Post. Among them, Zhongtong consulted itself in advance at 8 o'clock in the morning, followed its "door-to-door" wishes, and completed the delivery service at noon.
The express parcel responsible for J&T and the postal service was directly placed at the rookie post station without their consent.
We choose e-commerce shopping, is to fancy the convenience of express delivery, now there are new regulations, thought it will return to the previous state, but I didn't expect the express company to be the same. Mr. Zhou was a little disappointed, he expects all express companies to stand in the perspective of consumers, as soon as possible to adjust the delivery method, if only a few express companies implement the new regulations, he will let the merchant use his own designated express company to deliver the goods next time he shops.
The demands of consumers make couriers feel embarrassed.
A courier in Qiaokou District, Wuhan City, complained to the fulcrum financial reporter that under normal circumstances, each courier has to deliver every day.
Fourth, five hundred single express delivery, if each order is notified and consulted, it will take the whole morning to play **, and wait until the goods are actually delivered, at least a day later, the delivery efficiency will be greatly reduced.
In our courier group, some people guessed in advance that it might increase the workload, and more than 10 people have already submitted their resignations. The courier felt that the courier company was not ready to deal with the new regulations, and the contradictions between the new regulations and consumers were concentrated on the couriers, making it difficult for the couriers.
Photo by Fulcrum financial reporter Zheng Wei.
Wang Peng, an associate researcher at the Beijing Academy of Social Sciences, analyzed to the fulcrum financial reporter that this year is the year of consumption promotion, and the country is committed to optimizing the consumption environment and improving service quality. "From the perspective of protecting the rights and interests of consumers, it is necessary to impose severe penalties on enterprises that do not operate in a standardized manner. ”
Zhao Xiaomin, an expert in express logistics, believes that at present, the service of express delivery companies is differentiated, one type of enterprise has been able to deliver goods to the door, and the other type of franchise express delivery companies have not invested more energy to improve services, and there will be new changes in the future express delivery pattern. All express companies should accelerate the transformation of their own business structure, to the market and customer as the center, rather than to transfer the contradiction to the courier.
There is an urgent need to improve the delivery process
On March 1, the relevant person in charge of J&T Express told the fulcrum financial reporter that at present, the company is successively publicizing the posters related to the new policy to various terminal outlets, and at the same time promoting the content of the new regulations and providing specific operation guidelines. The company will continue to operate in strict accordance with the requirements of the new regulations and in accordance with laws and regulations.
The person in charge of the Zhongtong Express brand also responded to the fulcrum financial reporter that the company will improve the quality and safety of express delivery services, safeguard the legitimate rights and interests of front-line employees, provide delivery services according to user needs, and deliver goods to the door if they need to be delivered to the door.
Zhao Xiaomin said that in 2018, China issued the first administrative regulation "Interim Regulations on Express Delivery" specifically for the express delivery industry, which proposed that it is a violation for couriers to refuse to deliver goods to their homes. The regulations have been in force for nearly 6 years, and the new regulations have been issued for nearly three months, leaving enough time for express delivery companies to prepare.
Bai Wenxi, vice chairman of the China Enterprise Capital Alliance, analyzed that the door-to-door delivery service was originally the basic service of the e-commerce industry, with the rapid development of e-commerce, the volume of express delivery business surged, and the courier often placed the express mail in the express cabinet or rookie post station in order to improve efficiency in the delivery process. In order to reconcile the contradictions between consumers and couriers, express delivery companies need to redesign the delivery process, improve the treatment of couriers, or use technical means to improve delivery efficiency.
Wang Peng suggested that express companies can balance consumer choice and courier efficiency by developing more intelligent delivery systems, such as booking delivery times and intelligent route planning.
Zhao Xiaomin believes that enterprises can also change the process mechanism, for example, when the user asks the courier to put the package at the door, the courier can take photos and videos through technical means, and upload them to the enterprise system to retain the traces of delivery.
Will the courier **will**?
As the gap between the new regulations and the demands of couriers increases, will express delivery follow? Zhao Xiaomin believes that the next two to three months is the off-season for the express delivery industry, and in the short term, the cost of express delivery will not fluctuate. However, in the medium and long term, the new express delivery regulations will have a direct impact on express delivery.
Bai Wenxi believes that the way of increasing the price of door-to-door delivery is actually passing on the cost to consumers, which is not sustainable in the long run and is also contrary to the original intention of the policy. A better way might be to balance the cost of express delivery businesses with the needs of consumers by improving efficiency and optimizing service processes.
Wang Peng suggested that courier companies first need to understand the real needs of consumers for home delivery services, and whether they are willing to pay extra for it. If it is necessary to increase the price to improve the quality of service, the sensitivity of the consumer should be analyzed to determine a reasonable price increase. In the future, the ** and service quality of express companies will determine the market share of enterprises, although the price increase may increase revenue in the short term, but it will also affect consumer satisfaction and brand image.
Zhao Xiaomin believes that at present, SF Holdings and JD Logistics have been relatively standardized in the implementation of door-to-door delivery, and other express brands can learn from their models.
Reporter Zheng Wei
Editor丨Liu Dingwen and Hu Xinyue