Since March 1 this year, the newly implemented "Express Market Management Measures" has been in operation for more than one month. This week, the new version of the national standard for express delivery services will be implemented. The two measures respectively make a more detailed determination of the delivery method and delivery timeliness at the end of the express delivery. After the implementation of the new regulations, consumers' psychological expectations for distribution have increased, and the pressure on express delivery has become greater? In the future, will the cost of express delivery become higher? In the face of different user needs, how should express delivery companies adjust in order to take into account efficiency, interests and user experience?
More than 400 parcels are delivered every day, and a total of 21 residential buildings in two communities have to be completed. This is almost the limit of the business ability of a Yunda Express outlet in Tongzhou District. Recently, there have been new regulations in the express delivery industry one after another, and Master Xiang's mood is a little contradictory.
Master Xiang: At the end of the day, there are nearly 400 pieces like this, and if you give it away, it will be 30 or 50 votes an hour.
Reporter: Do you know about [the new policy]?
Master Xiang: I know, I know, didn't I have this kind of thing on Douyin before? In fact, there are some things that don't need to be so complicated......
Master Xiang is now in charge of the community set up a courier cabinet, in order to be able to complete the delivery in time, he will often store part of the express directly in the courier cabinet. Of course, this also means that the express delivery fee of about 1 yuan per order should be evenly distributed to the express cabinet operator about 3-4 cents.
Master Xiang: Because the express delivery that needs to be delivered has such a large amount a day, if you don't put the cabinet, you can't send it. It's true that we didn't want to put it in the cabinet again, and we didn't call him or anything like that, he may also have a little emotional fluctuations, and we must first appease his emotions. It's normal to complain occasionally, and most users can still accept the express locker. Of course, it is impossible to put all the express cabinets, and it will definitely cost money to put them inside, just like we put the post station, and we also have to pay for it.
Shoot to the master in door-to-door delivery/reporter
Since March 1 this year, the new implementation of the "express market management measures" has been in operation for more than 1 month, which makes it clear that "enterprises operating express delivery business without the consent of the user, shall not confirm the receipt of express mail, shall not be delivered to the smart express box, express service station and other express terminal service facilities without authorization, if there is a violation, the circumstances are serious, will be fined between 10,000 yuan and 30,000 yuan." This regulation has made many courier brothers, including Master Xiang, and even the person in charge of the express outlet a little headache. The reporter randomly dialed the contact numbers of nearly 10 outlets of Zhongtong, Yuantong and Yunda Express in Chaoyang, Tongzhou, Changping, Daxing and other places. About 30% of the outlets that delivered to their homes in the past said that the new regulations had little impact on them, and 70% of the outlets said that the pressure was obvious.
The person in charge of the express outlet: There is no time to call, to tell the truth, one day you say that we sent 2,000 pieces in the community, and if you want to call, it is not enough for a morning, and I have couriers who resigned.
Reporter: Recently?
The person in charge of the express outlet: Yes, recently, two people have resigned. It's not suitable, it can't be done, there are too many regulations.
Courier: The actual experience is that it is too difficult for us to deliver the mail, it is not to call, it is not to call, and some people just occasionally negligently do not call and give us a complaint.
Reporter: Recently, there have been more complaints, right?
Courier: yes, there's a lot of fines. According to the new regulations, we can send more than 100 tickets a day, more than 100 yuan a day, and there is not much meaning in doing it, and there is not much motivation, so I quit and quit.
The nest express cabinet in the community / photographed by reporters
This Monday (April 1), the State Administration for Market Regulation issued a new version of the "express service" national standard implementation, compared with the old version of the standard issued in 2011, the new version of the standard refines the time limit of domestic express delivery services, emphasizing the personal information of express users in the collection, storage, use of data security and reasonable determination of service fees and other requirements. Among them, it is clear in the time limit of express delivery services, except for remote areas and force majeure and other factors, the time limit of intra-city express delivery services in the same city and urban areas of the sender and recipient shall not exceed 24 hours, and the time limit of other intra-city express services shall not exceed 48 hours. In this regard, the person in charge of the express delivery network believes that the core of this regulation is to require the entire distribution process of express delivery companies to speed up, which will not have much impact on the distribution of terminal outlets.
The person in charge of the express outlet: That's not for our delivery end, in fact, our end delivery is basically delivered as many goods as possible. Even if you get up early at 5 o'clock, get up and sort out your goods, and if you can deliver them to 10 o'clock to 11 o'clock in the evening, you will put them at the door of your house, and if you don't put them, the goods will not be piled up the next day.
The person in charge of the express delivery outlet: I'll tell you the truth, if the small express and ordinary express companies can't arrive 24 hours a day, because the mail he receives can only be sent away that night. He can't say send you one wave in the morning and another wave in the afternoon, because he doesn't have that high volume. He is not like SF, SF service is in this area, people have high dispatch fees and many people, and the intimate service must come up.
The implementation of new regulations and new standards is undoubtedly a "pain" for some express delivery companies with low prices, slow distribution and poor service. But why did this kind of "labor pain" happen? Will this lead to the rise in the price of express delivery or the resignation of couriers in large quantities, as predicted by some netizens and relevant practitioners? Xu Yong, vice president of the Express Logistics Branch of the China Communications and Transportation Association, analyzed:
Xu Yong: Franchise express delivery companies now have the problem of not being able to send to the door, there are two factors, on the one hand, the factor is that the e-commerce uses its own supply advantage to suppress the express price, from the middle to earn the difference in the express delivery fee; on the other hand, the industrial concentration of our country's express delivery industry is very low, from the point of view of economics, it must be homogeneous competition, the inevitable result of homogeneous competition is the price war, which will lead to the internal friction of the entire express delivery industry. If the two factors are combined, the courier fee is very low - the "express wholesale price". This kind of service is similar to a bus, it can only go to the station, and if it carries passengers from station to station, so that its cost can be reduced, and if it is delivered to the door, it will lose money.
Taken by a courier delivery vehicle parked downstairs/by a reporter
After the introduction of the new regulations, J&T Express, YTO Express and other companies have told the media that they are further updating the relevant systems and actively promoting policies, and will continue to strictly comply with the provisions of the new law and operate legally and compliantly. In Xu Yong's view, some express delivery industries now want to change from "bus" type fixed site distribution to "taxi" type direct home distribution, and need to use price leverage to adjust the needs of different users, and at the same time let consumers choose before using express delivery services.
Xu Yong: How much does it cost to deliver to the door, how much does it cost to send it to the express station, how much does it cost to deliver it to the property, and how much does it cost to send it to the express cabinet, it is necessary to use the leverage of price to adjust. In addition, like air tickets, like this hotel, its price can float, increase in the peak season, and you can lower it in the off-season, so the express delivery company can go up and down to float, on the e-commerce platform, let consumers choose this price, like how much to send to the property, how much to send to the express cabinet, how much to send to the post station, after the quotation, the consumer to choose, this problem is solved.
Xu Yong also suggested that express delivery companies can use intelligent distribution and property distribution as supplementary means to improve the problem of low efficiency and insufficient manpower at the end of the distribution.
Xu Yong: If you use property to deliver the last mile, this method is more feasible. In Japan, this problem is solved by including the property fee, which includes the delivery fee. According to the needs of customers, some of them are self-picked, and some are delivered to their doors, which can greatly reduce the labor intensity of couriers to meet different service needs. Unmanned vehicles and drones, as well as unmanned delivery robots, can solve some problems, but not all of them.
Reporter: Chen Changsong
Editors: Chen Changsong, Chen Xinyu (intern)
Editor-in-Chief: Zhu Laisheng