Author: Gong Jinhui
Meituan Takeaway announced that it will improve the rules for evaluating rider services. At present, 15 cities such as Shaoxing, Taiyuan and Kunming are piloting new "service star" incentive mechanisms.
The biggest highlight of the mechanism is that the processing of the rider's bad evaluation, overtime, etc. is changed from deduction to deduction, and the service quality of the rider is assessed according to the accumulated points of the whole month, and then the corresponding reward is determined to reduce the impact of the occasional situation on the rider's income, reduce the pressure of distribution, and ensure the safety of distribution.
The rider's monthly service rating will be determined based on the ranking of the individual's total monthly accumulated points on this site, and the higher the service star, the more additional rewards will be awarded. Riders can earn extra points through safety training, exemplary deeds, and more. The partner cancels the deduction of overtime, bad evaluation, etc. that was previously formulated by itself, and instead deducts points appropriately, and constantly iteratively improves the relevant rules.
At the same time, when the rider encounters a bad review that is difficult to determine responsibility, if the past service quality record is excellent, there is a chance to be exempted. Riders with a short running time can also get a certain number of deductible points. In response to the bad evaluation complaints that riders care about, through research and field visits, Meituan Takeaway has iteratively sorted out more than 30 abnormal scenarios such as inability to contact users, bad weather, and overweight goods, for riders to easily declare and quickly exempt themselves from liability in the App.
This is the third time that Meituan Takeaway has systematically shared the takeaway delivery algorithm, and in September and November last year, it disclosed the "estimated delivery time" and "order allocation" algorithms of takeaway delivery respectively. It is not difficult to see that Meituan Takeaway strives to build a more comprehensive rights and interests protection system for riders, continuously promotes the transparency and humanization of algorithm rules, and promotes the high-quality and healthy development of the industry.
It is worth mentioning that recently, the National Development and Reform Commission and other 14 ministries and commissions issued the "Several Policies on Promoting the Recovery and Development of Difficult Industries in the Service Industry" for the service industry such as catering, retail, civil aviation, and tourism.
In terms of cost reduction, from March to December this year, the commission of difficult merchants in the epidemic area was halved and capped at 1 yuan per single, and the commission of small and medium-sized merchants with operating difficulties was capped at 5%; in terms of increasing revenue, 100,000 "takeaway butler service" places were provided free of charge for small and medium-sized merchants in difficult areas, and cloud printers and meal treasures were donated to new merchants in epidemic areas.
Clear-eyed people can see that the reduction of commissions and the improvement of the rider protection system of Meituan Takeaway will lead to a decline in its own revenue capacity and an increase in operating costs, but it resolutely and resolutely continues to do it, which can be called the conscience of the industry. The reason is very simple, as a commercial company, Meituan Takeaway pursues the maximization of commercial value, but it is also a social company and must bear corresponding social responsibilities.
How to balance social responsibility and commercial value has become an important topic that Meituan Takeaway should attach great importance to and think deeply.