According to the website of the Ministry of Transport, the newly revised "Express Market Management Measures" (hereinafter referred to as the "Measures") was officially announced and will be implemented on March 1, 2024.
The Red Star News reporter noted that in terms of strengthening the protection of consumers' rights and interests in using express delivery services, the "Measures" put forward a number of new regulations. Article 54 of the provisions of the article is particularly concerned, the enterprise engaged in express delivery business has any of the following circumstances, by the postal administration department to order correction, to give a warning or notice of criticism, may be fined less than 10,000 yuan; if the circumstances are serious, a fine of not less than 10,000 yuan but not more than 30,000 yuan: (1) without the consent of the user to confirm the receipt of the express; (2) without the consent of the user to use the smart express box, express service station and other means to deliver the express; (3) throw the express, trample on the express.
On January 7, a reporter from Red Star News visited this. Industry insiders said that the introduction of the "Measures", on the one hand, can restrain the behavior of employees of express delivery companies, prompt employees to carry out the necessary protection of customers' express goods, on the other hand, can also improve customer satisfaction and loyalty.
The courier handles the parcel according to SF
Citizen:
Understand the courier brother, but it is necessary to inform by phone
"The 'unauthorized' proposed in the "Measures" is very important, and I believe that this provision can make the behavior of the courier brother more standardized when sending the mail. On January 7, Mr. Du, a citizen of Chengdu, expressed his support for the "Measures" in an interview with a reporter from Red Star News.
According to Mr. Du, when he and some people around him received express delivery, they once encountered a situation where some courier brothers did not call in advance in order to save trouble, and directly put the package into the express cabinet or post station and sent a system SMS prompt. "Like the mobile phone I use, sometimes the express text message is classified as 'spam text message', and I may not be able to see the notification in time. ”
Zhang Lan, a citizen, told reporters that she understands the courier brother better, "When we deliver the mail, we are often not at the receiving address, such as when we are at work or on the way to pick up the baby from school, etc." At this time, in order not to delay the delivery of the next express mail, the courier brother chose to put it in the smart cabinet, which I fully understand, but at least he should call to ask for our consent in advance. ”
On the afternoon of January 7, the reporter came to a community express station in Chengdu High-tech Zone. According to the staff of the station, its express station receives express mail from a number of express companies, "Theoretically, the courier brother should call the customer, and after obtaining the consent of the other party, the express mail can be put at the express station, and then send a text message to the customer to pick up the code." ”
The staff member said that if the courier wants to call each customer once, the time cost is high, "the other party does not answer the phone, and the courier brother has to register and call again after a period of time." If the customer asks for home delivery, it takes time, and they make money by piece. ”
The reporter interviewed and learned that many couriers will choose to pay the express station, and the site will be responsible for sorting and warehousing after the express delivery, and then send the receiving information to the recipient, transferring the "last kilometer" to the express station. However, in this practice, many couriers do not ask for the consent of the recipient.
At the aforementioned site, Mr. Wang, a courier company's delivery staff, told reporters that he has to send more than 100 express mail every day, divided into morning and afternoon, and will "naturally" choose to put it in the "doorman or express cabinet" for familiar customers, and only call strange customers.
Mr. Chen, another courier who delivered goods in a community in Wuhou District, told reporters, "In fact, some customers are disgusted by the phone call and do not want to be disturbed." ”
Community Express Station
Insiders:
The Measures are conducive to improving customer satisfaction and loyalty
For the introduction of the "Measures", Lei Zheng, a senior consultant of CIIC Logistics, believes: "(This move) is conducive to the improvement of customer satisfaction and loyalty of express delivery companies. ”
He believes that, specifically, users do not form any impression when they first use the services of a certain express delivery company, and only in the process and end of the company's service can they gradually form a preliminary impression. "If the enterprise strictly implements the requirements in the "Measures", it will be able to obtain a high impression score in terms of service quality. ”
Lei Zheng said that in the early years, some express delivery companies would have staff trampling on express mail, which caused greater damage to the corporate image after being exposed. Therefore, only by improving the efficiency of delivery, doing a good job in service, and establishing a good reputation, can we maintain a leading position in the industry.
Lei Zheng told reporters, "Generally speaking, the promulgation of the "Measures", on the one hand, can restrain the behavior of employees of express delivery companies and prompt employees to carry out necessary protection of customers' express goods. On the other hand, it is also to increase customer satisfaction and loyalty. ”
A number of interviewed express service companies said that the provisions in the "Measures" will be implemented in the future. "In fact, maintaining good communication with customers is a good thing for long-term service in the future. Mr. Wang, a courier, said that for their couriers, they may spend more time on single delivery, but customer satisfaction will increase.
Red Star News reporter Hu Qian photo report
Edited by Yu Mange
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