Production | Tiger Sniff Business Group
Author | Li Ling
“The country requires courier to be delivered to your door. Why do you not deliver the small ones? Even small ones, how can you get her back in such a big box!”
Here is a mother’s station in Shilibao. In the cold winter, people waiting to get the courier lined up two teams. A middle-aged uncle questioned the salesman why he didn’t send him home, and the other responded with “You ask the boss, I’m just a I work, I don’t know anything. “
The State Council issued the “Interim Regulations on Express Delivery” on March 2, 2018, “Enterprises operating express delivery services shall deliver the courier to the agreed recipient address, the addressee or the addressee designated by the addressee, and notify the receiver. The person or the receiver accepts them in person. “
This regulation came into effect on May 1, 2018, but the situation that the mother’s post is stored without the recipient’s permission and requires the recipient to pick up the courier service every day is staged here. A Yunda courier in the area told Tiger Sniff that in addition to SF, JD.com, and Yunda, the courier delivered the delivery in this area. Other courier services such as Yuantong, Bestway, and Shentong will be placed at the mother’s post, and then send a message to notify the user. take.
Mama Post is a solution for Yuantong to solve the “last 1 kilometer”. It is officially called “an important starting point for branch offices and outlets to reduce costs and improve service quality.” Not only Yuantong, Zhongtong also has a similar terminal delivery form for express supermarkets.
With the rapid increase of the express delivery volume, the high cost, and the ticket price will only increase, driven by the reduction of terminal operating costs, the courier company outsources the station, but the slack management has made the station not an upgrade. A good medicine for express delivery service, it has evolved into a collection point that accepts express delivery without permission and asks the recipient to pick it up. The delivery problem of the last mile was not resolved, and the delivery requirement of the last mile was instead requested to be solved by ourselves.
Where does the recipient say it?
In this mother’s post door face room, large and small express delivery from the house to the outside, no matter who it is, you must pick up the code. A residential resident told Tiger Sniff that this is the way to live in. Except for EMS, SF, JD.com, and Yunda, home delivery, courier services such as Yuantong and Shentong will send SMS notifications to pick up directly.
“Mama Post does not notify you in advance, you will agree if you ask the other party to deliver, but it will usually take a day after the delivery.” Users in this area said that the prerequisite for requesting delivery at Mom Post was to tell the pick-up code, but The verification of the pickup code shows the receipt, but it has not been received. Express delivery usually takes one day after delivery, so delivery may not be guaranteed. “One time I just left it outside without notice and the delivery was lost.”
Even if it is delivered to your doorstep, your mother’s post will be signed in advance, and it will be placed at will without the permission of the recipient, which will result in lost parts. To a certain extent, picking up your own piece at Mom’s Post has become the safest and safest way to get express delivery.
This scenario is quite similar to 2018. At that time, post stations and intelligent express cabinets rose, and a few operations and maintenance staff at one site could scan all the last-mile delivery requirements in a region. Now, two years have passed, and it is still difficult to see the increase in user satisfaction in the answers obtained by searching for “Mama Post”.
“Only Yuantong Express, put the mother’s station 20 miles away and let people” take “” “My home is 8.6 kilometers away from that mother’s station, I’m so annoyed.” “Mom’s station service attitude is poor” Storing the mother’s station privately … ”Whether it is knowing about the fresh Tucao or the recent complaint on the black cat complaint, it is proof that the situation of express delivery of the mother’s station in private still exists.
Tiger sniffed the users in other areas nearby. The feedback was that the user area that had not received the pick-up code from the mother’s post was compliant with the express delivery, and the courier would call to inquire even if he did not deliver.Households. In some places, the courier will be placed in the smart express box such as the hive or e-stack without permission, but the phone will be notified to the recipient after the placement.
In fact, there are long-term regulations for the storage of smart express. On October 1, 2019, the “Administrative Measures for Smart Express Box Delivery Service” No. 16 of 2019 came into effect, which clearly stipulated:
Smart express box companies that use smart express boxes to deliver express mail should obtain the consent of the recipient; if the recipient does not agree to use the smart express box to deliver express mail, the smart express box using enterprise shall follow the name and address agreed in the express service contract Provide delivery services. Except when the sender designates a smart express box as the delivery address when sending the item.
That is to say, the current relevant regulations clearly stipulate that during the delivery process, whether the courier is stored in the stack point, or the hive or e stack, the consent of the recipient must be obtained. Putting it in the mother’s station without permission, and then notifying the recipient to pick up the item obviously violated the relevant laws and regulations.
The information disclosed by the State Post Bureau indicates that the total express delivery business in China this year has exceeded 60 billion, and the number of parcels per person used has exceeded 42. And China’s parcel delivery volume accounts for more than 50% of the world.
But at the same time, consumers are hardly satisfied with postal services. Delivery services will become the main issue for postal services for consumer complaints in 2019, followed by shortages and delays in express shipments, which accounted for 40.7%, 23.2% and 21.3% of the total number of complaints, respectively. Delivery services account for almost half of consumer complaints.
Express companies only contract and do not manage
A resident places an order through a certain treasure, and the merchant uses Shentong and Yuantong’s courier to place it directly at the station and notifies him to pick up the code. After the first time the phone number of the sender shown in the text message passed, the other party delivered it the next day after verifying the receipt. In other words, it took almost two days for the courier to reach the mother’s post to the recipient.
Although the face-to-face signing does not affect the signing time shown in the express delivery process, according to the situation of other tong express delivery within 3-4 days, the actual express time of this single express delivery is 25% longer than the official record ~ 33%. Of course, this single order alone cannot prove that the express delivery time announced by Yuantong is unreasonably high.
It can be clearly seen from the delivery records that the last mile of the service is being completed, “delivering”, and after the end, the courier should arrive at the user’s hand or the user’s designated location. But through the mother station, two additional links were added, the station acceptance, or the user’s pick-up / delivery. This undoubtedly reduces the efficiency of express delivery, but the result is borne by the user.
Hu Sniff contacted the relevant personnel of Shentong’s distribution network and told Tiger Sniff that the area was a contracting area, and the mother station was contracting and collecting all Yuantong, Shentong, and Best Express. In other words, the above courier will be placed at the mother’s post when it arrives, but under normal circumstances, “the customer will be called, and the customer chooses to pick it up or deliver it to the door”.
The officer told Tiger Sniff that the actual business of the mother station is to collect all the courier services in this area, but this collection is different from the previous collection. Under the general courier delivery process, the courier’s own salesman picks up the item at the site, and then delivers it, placing the hive cabinet or delivering it to the door according to user requirements. The salesmen here are also responsible for delivery. Each salesman manages an area composed of a certain number of buildings.
However, in the area where the above-mentioned mother’s station is located, Shentong will dispatch the business to the station in the area without a salesperson. The above person told Tiger Sniff that this was not the first time a complaint about a mother’s post had been received in the area.
The express company contracted the business in the area to the station because of the company’s business needs, but the regional contract does not mean that the express company does not need to be responsible for the final link of the user. The premise of increasing the express delivery process of the private station is that the station can meet the service requirements of the last mile delivery, otherwise it will not have any meaning.
Private delivery to Mama Post has little to do with the latter because it is authorized by express delivery companies such as Yuantong. However, the mother’s post did not deliver the contracted delivery service. This infringement of consumer rights and interests is indeed a management omission of the authorized company. After the second time Shentong Express was placed at the mother’s post, the resident called to ask why it was not delivered. The courier said that it would take tomorrow to deliver, and said, “In the future, all express delivery must be picked up at the mother’s post. Will not send it home. “
Who is driving down the user service experience?
In the latest postal consumer complaint notification, in November 2019, the State Post Office and the provincial (regional, municipal) postal administrations handled a total of 21,096 consumer complaints. The complaint relates to courier services20,462 cases, accounting for 97.0% of the total number of complaints, this is already in the case of a month-on-month decrease of 3.9% and 73.2% year-on-year.
Look at the data for the second half of 2019:
In June 2019, the State Post Office and the provincial (regional, municipal) postal administrations handled a total of 44,844 consumer complaints. Among them, there are 42,840 cases involving courier services, accounting for 95.5% of the total appeals;
In July 2019, a total of 58,444 consumer complaints and 55908 cases involving courier services were handled, accounting for 95.7% of the total complaints;
In August 2019, a total of 55,848 consumer complaints and 55,041 involving courier services were handled, accounting for 98.6% of the total number of complaints;
In September 2019, a total of 27,670 consumer complaints and 27,102 cases involving courier services were handled, accounting for 97.9% of the total number of complaints;
In October 2019, a total of 21,639 consumer complaints and 21,302 complaints involving courier services were handled, accounting for 98.4% of the total number of complaints.
It can be seen that regardless of the increase or decrease in the number of complaints, express delivery complaints have always lowered the satisfaction of the entire postal service with an extremely high proportion.
At the beginning of November, the State Post Office ’s survey on express service satisfaction in the third quarter of 2019 and the on-time punctuality rate test showed that the public satisfaction score of user express services in the third quarter of 2019 was 78.2 points, an increase of 0.1 point year-on-year, compared with this year It rose 0.2 points in the second quarter.
For specific companies, SF Express and JD Logistics have scored 80 or more. Post EMS, Zhongtong Express, Yunda Express, Yuantong Express, Best Express, and Shentong Express scored 76-80.
In addition, during the express service in the third quarter of 2019, users were 59.3 points, 60.9 points, and 57.0 points for the timeliness of express claims service, staff service attitude, and satisfaction with claims results. On average, no claims are passed. If you look at the current business evaluation system, it represents a poor rating.
During the third quarter of 2019, the delivery process has been extended. The average processing time of the destination is 9.54 hours, which is 0.04 hours longer than the previous year. This number means that, like the mother’s station, those stations that use the express delivery point but do not deliver the express delivery are reducing the efficiency of the entire express delivery industry.
The mothers did not send the express to the door, except that the relevant regulations were not clearly punished. To a greater extent, it was express delivery.Company laissez-faire management.