On March 1, the newly revised "Express Market Management Measures" was officially implemented, in which "without the consent of the user to confirm the receipt of express mail, unauthorized use of smart express boxes, express service stations and other ways to deliver express mail is a violation" clause caused concern, front-line couriers have said "very pressure". Now that the new regulations have been implemented for more than a month, what is the working status of the courier boys?
01 Post Station Visit - There is no significant change in the number of express shipments
On the morning of March 27, at the rookie post station on Baodong Road, Jianye District, Nanjing, I saw piles of express delivery, and the boss was scanning and labeling them in turn with a gun, and sorting them on the shelves. For express station operators, the impact of the implementation of the new express delivery regulations on them has hardly been felt. The staff here said that in terms of the number of express mail delivered to the station, there is no obvious change from before. "I heard the courier occasionally complain that there are more express items to be delivered to my home."
Zhang Maoshou, a Shentong courier who is responsible for delivering express mail in this area, said that he has recently delivered about 800 pieces a day. "We still drop it off at the post station or express locker as before, and if 800 pieces have to be delivered to the door, I won't be able to finish it without eating or drinking for a day. But he also said that as long as a customer asks for a door-to-door delivery, he will definitely be satisfied. "Recently, there have been requests from customers to deliver to their doors, but there are not many, only more than 10 pieces a day. This amount can still be done, and we voted by the way when we came to collect the mail, which did not add a lot of burden. ”
On the afternoon of March 31, Ms. Bai, who lives in the Century Park of the famous city of Gulou District, Nanjing, found that one of her Zhongtong Express was dropped into the nest express cabinet in the community. Since she was not at home and it was inconvenient for the elderly to pick it up, she tried to call the courier in charge of the delivery and ask if she could deliver it to her home. "I didn't expect the courier to readily agree, such a good attitude is a bit unexpected."
Ms. Liu, who lives in Yuecheng International Garden, Yuhuatai District, Nanjing, said that she often receives calls from couriers recently asking for her advice on delivery methods. She is satisfied: "The service of the courier company has really improved. ”
The head of the Jiangsu region of Zhongtong Express said that they organized couriers to learn the new "Measures" and asked them to "provide door-to-door delivery services on demand" to customers. The person in charge of the brand department of Shentong Express said that the current implementation of the new express regulations is good, and the company has improved its performance ability through technical means and strengthened training and increased manpower on the one hand, and on the other hand, it has also guided consumers to choose whether they need to deliver to their homes.
02 Courier Company - Neither of the two worries appeared
Articles 27 and 28 of the new "Measures" stipulate that an enterprise engaged in express delivery business shall inform the recipient that it has the right to accept the express mail in person. If the recipient or the consignee designated by the recipient is unable to accept the express mail in person, the enterprise engaged in the express delivery business shall separately agree with the user on the express delivery service method and the method of confirming the receipt of the express mail. This rule has been interpreted by the industry to mean that the courier needs to contact the recipient by phone before delivering the shipment.
For a long time, SF Express, Jingdong Logistics, which mainly focus on boutique express delivery services, and Deppon Express, which focuses on "large-scale express delivery", can achieve "pre-dispatch telecommunication" and "door-to-door delivery", but their express delivery fees are also relatively high. However, some e-commerce platforms and Taobao sellers mostly choose the "access system" (Zhongtong, Shentong, Yuantong, Yunda, etc.), which is low cost and cost-effective. The cost of delivering an express mail is only a few cents. Therefore, the income of the "Tongda Department" courier brother can only be maintained by the huge number of deliveries.
It is understood that since the implementation of the new "Measures" for a month, most of the "Tongda Department" couriers are still unable to do "pre-dispatch telephony", mainly because the delivery volume is too large. For example, Zhang Maoji, who has to deliver more than 800 pieces of express mail every day, if it takes an average of 1 minute to make a phone call for each express shipment, then it will take 13 hours a day to make a phone call, which is an "impossible task".
Most of the recipients expressed tolerance and understanding for couriers who could not "send a pre-dispatch" call. A person in charge of an express delivery company said that when the new "Measures" were first implemented, the company and the courier felt a lot of pressure, which came from two aspects: one is worried about the surge in demand for home delivery, and the other is worried about the surge in complaints. Unexpectedly, a month has passed, and these two worries have not appeared. He estimates that the number of customers requesting home deliveries has increased by less than 10 percent compared to before, and the number of complaints has not increased significantly. "The courier and the recipient have passed smoothly to the new regulations, and the next step will be a new stage of harmonious coexistence. This experience warmed our hearts. ”
In interviews, quite a few recipients showed a rational attitude towards "home delivery". Ms. Liu, a citizen, said that the courier boys work very hard, and they can't pass on all the pressure after the implementation of the new regulations. Ms. Bai, a citizen, said that she does not like to be disturbed by phone calls, and although it is her own right to "call before sending a party", it would be better if she could give customers one more choice, such as "do not call before sending it".
Like Ms. Bai, there are many recipients who don't want to receive a call from the courier brother. In the ZTO Express and Shentong Express Mini Programs, users can make "Preferences", with options such as "Do Not Disturb Before Dispatch" or "Call Before Dispatch".
03Expert advice - promote the layering of express services
It is reported that the implementation of the new "Measures" did not put the recipient on the opposite side of the courier company and the courier brother, but also promoted mutual understanding. In recent years, with the rapid development of online shopping and express logistics, express delivery has become an indispensable role in people's lives. The couriers who run on the streets and alleys every day are affectionately called "courier brothers", reflecting everyone's recognition and respect for this profession. According to the "2023 Express Happiness Report" released by DT Research Institute and JD Express, people's main emotions towards the courier brother are more "understanding, gratitude, and respect", and the image of the courier is "the bearer" and "the person around you".
On March 15, Ding Hongtao, director of the Legal Affairs Department of the China Express Association, said in an interview that express delivery service is a civil performance act, whether it is door-to-door delivery or delivery to express stations and smart express boxes, as long as the express delivery company and the user reach a consensus, it is okay.
Nanjing University of Posts and Telecommunications Modern Postal School master's tutor Zeng Cheng said that the problem of express delivery does not exist for a long time, there is reasonableness, but there is no lack of violations, the new regulations 28, 54 is aimed at the user's consent and delivery of express mail to the smart express box, express service station violations. In recent years, China's express delivery industry has developed very rapidly, with an average annual increase of more than 10 billion parcels, but the number of express delivery employees, especially the "express brother", has only increased by a small percentage. One of the reasons is that the end link has expanded from a single door-to-door delivery method to a variety of ways such as box dropping and inbound, which has greatly improved the efficiency of terminal delivery. The introduction of the new regulations is expected to guide express delivery companies to strengthen product classification, service stratification, and price classification, and promote the high-quality development of the industry.
"From the perspective of the e-commerce chain, express delivery is in the downstream of e-commerce, and the pricing power of express delivery companies is weak. Zeng Cheng suggested that the first is from the source, that is, the e-commerce side, to explore and promote the implementation of differentiated service pricing according to different delivery methods (door-to-door, boxing, inbound, etc.), to protect consumers' right to know and choose, and to enhance the enthusiasm and happiness of the express brother;
Source: Xinhua Daily
Editor: Cai Yangyan
Review: Zhang Xiang