There are grievances behind the complaints, it is difficult to escalate the deduction of service points, and the distribution of fault responsibilities needs to be improved
How to loosen the "tightness" of unreasonable bad reviews?
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Penalty points, fines, downgrades...... Often a bad review will undo the efforts of the laborers. Sandwiched between the platform and the customer, the little brother needs a more complete evaluation mechanism. In this regard, the Ministry of Human Resources and Social Security requires platform enterprises to establish a grievance mechanism for workers in new forms of employment. Experts suggest that the responsibility for bad reviews should be reasonably shared among platforms, merchants and practitioners.
"Because of the rain for a few minutes, this order was given a low star, and I want to appeal to see if it can be passed. On April 10, when the reporter met Li Daliang, a takeaway rider in Gaobeidian, Chaoyang District, Beijing, he had just finished the morning order delivery work. Looking at the record on the rider's APP, he was a little worried: "In half a month, several orders have been given two or three star evaluations. Bad reviews will deduct points, and lowering the star rating will also affect my rewards for each order. ”
Platforms such as food delivery, express delivery, and ride-hailing have handed over some of the rights to supervise and evaluate workers in new forms of employment to consumers, and negative reviews or complaints from consumers will bring fines to workers, affecting their rights and interests such as labor remuneration, rewards and punishments. In the face of controversy, some platforms have set up a service point mechanism, changing the deduction to a point deduction. So how does the evaluation mechanism ensure fairness, and how does the responsibility for mistakes be distributed? This reporter conducted an interview on this.
Facing uncontrollable factors
"I gave the courier the first bad review of the year, showing that it has been delivered for 3 days, the phone has not been able to get through, and it is useless to contact customer service to complain. Recently, Ms. Tang, who lives in Hebei, bought new clothes online but did not deliver them for a long time. "I know that the job of a courier is not easy, and I choose to complain and defend my rights when the problem cannot be solved or the service attitude is bad. Ms. Tang said.
"If you are complained to the company, you will be fined 50 yuan for a single order. If you get complained about too many times in a month, it's in vain. Xiao Wei, a courier in charge of distribution in the North Taipingzhuang area of Haidian District, Beijing, told reporters, "When you encounter complaints, try to find a way to solve them yourself, and you will also pay for lost items." ”
By giving consumers the right to evaluate, the platform provides an important reference for the service quality of workers in new forms of employment. However, behind some complaints and bad reviews, workers may also face some uncontrollable factors.
"The most common reasons for complaints about food delivery are overtime, lost food, breakage, or early delivery by the rider. Li Daliang told reporters, "But not all the factors that lead to bad reviews come from riders." ”
For example, Li Daliang said that the platform sets the order time for merchants, and in order to issue orders in time, some merchants will buy fake billing systems. "Especially in the case of a false order in the case of a merchant exploding order, the customer clearly shows that the meal has been served, but it has to wait for a long time, and seeing the rider delay in delivery, he will definitely question it. ”
In addition, the damage to the goods caused by improper dispatch on the platform also made Li Daliang and other riders feel aggrieved. "When I ran an order for a supermarket platform before, I was given a one-time dispatch of 15 boxes of watermelons. How can a rider's electric car fit so many boxes? There are also boxes of glass bottled water and drinks, and when they encounter an old community and have to climb the stairs, they often bump into each other without paying attention. Li Daliang told reporters, "After the bump, I was complained, and the platform deducted our money for compensation, and I paid nearly 90 yuan to the supermarket management team for one order, and the monthly salary will be reduced." ”
The deduction of money becomes a stricter deduction of points
Bad reviews and complaints are directly related to workers' wages. In recent years, some platforms have set up a service point mechanism instead of direct deductions and fines, changing the deduction for workers in new employment forms to point deductions, and evaluating the service quality of workers according to the accumulated points of the month, and then determining the corresponding salary incentives.
Xiao Jia, the person in charge of a platform site in Dongcheng District, Beijing, told reporters that the platform has set a basic score of 100 points for riders, and in the distribution process, riders can get positive bonus points if the service meets the standards, and they can also get extra points for participating in safety training and exemplary deeds, on the contrary, if there is overtime, bad reviews, and early delivery, they will be deducted points.
Xiao Jia for example, the rider receives a good praise plus 0.5 points, overtime in 8~15 minutes deducted 2 points, overtime more than 15 minutes deducted 8 points, the first bad review deducted 5 points, the second bad review deducted 20 points, early delivery deducted 40 points. If you deduct too many points, your rating on the site will be lower at the end of the month. "All riders within a single site will be ranked on a monthly basis. The ranking determines the service star of the rider, and the higher the star rating, the higher the average reward per order. ”
"Under the evaluation mechanism of service points, riders and stations rely on data to eat, and riders must pay attention to every order. Xiao Jia said that in the past, dozens of yuan were deducted for a bad review, and the rider could earn back the deduction by running more orders, but now it is difficult to upgrade the service points once they are deducted, and they have been accumulated in the results of the month.
Workers in the express delivery and ride-hailing industries face similar assessment mechanisms. Cao Jiang, a courier on a platform, told reporters: "We have a basic score of 150 points, and deducting more points will affect the accrual coefficient." On the basis of the basic salary, the regular case of not making mistakes can generally get a coefficient of 1.05, but if the deduction points are too much, it may be reduced to 0.9, and even leave a 'case record', which will affect the subsequent career development. ”
"For us, the point deduction system is stricter than the management of direct deductions for each order. Cao Jiang calculated an account: if the average salary of the month is 10,000 yuan, then the difference between the coefficient of 1.05 and 0.9 can be 1,500 yuan.
The score of online car-hailing is directly reflected in the process of each dispatch. Master Cui, who runs online ride-hailing in Beijing, said: "There are many complaints about drivers, and the platform may stop dispatching orders. Consumers can also see the rating of each driver, and if someone sees that the rating is lower than 4, they will directly cancel the ride. ”
Responsibilities should be shared among multiple parties in a reasonable manner
In the face of unreasonable negative reviews and complaints, many platforms have set up a grievance mechanism, and workers in new forms of employment can file a complaint with the platform.
Xiao Jia said that after the reform of the service sub-mechanism, riders can also appeal in special circumstances, and at the same time, the fault tolerance is set. "The number of orders delivered by our site is 100,000~120,000 per month, and there are only three or five bad reviews per month. "However, the fault is shared between the rider and the site. "Mistakes made by riders are aggregated to the station and reflected in the stationmaster's performance review. ”
"A lot of times, consumers are directly confronted with platform workers, so they will turn their dissatisfaction with the product or platform management into bad reviews for the practitioners. Shen Jianfeng, director of the Academic Committee of the Law School of the China Institute of Labor Relations, told reporters.
Wang Qian, a professor at the Shanghai University of Political Science and Law, also believes in an article published at the end of 2023 that the deletion, correction or supplementation of negative reviews involves the interests of online contract workers, consumers and platforms, and the corresponding institutional arrangements must properly handle the conflicts of interest of the three parties.
Not long ago, the Ministry of Human Resources and Social Security issued three new documents on the protection of the rights and interests of workers in new forms of employment. Among them, the "Service Guide for the Protection of the Rights and Interests of Workers in New Forms of Employment" proposes that platform enterprises should establish and improve a normalized communication mechanism with workers in new forms of employment and a grievance mechanism for workers in new forms of employment.
In this regard, Shen Jianfeng said that there is already an institutional basis for the appeal mechanism, but the relevant guidelines as a basis for encouragement may need to be further improved through the legal system to make it more rigid and instructive.
Li Daliang showed the reporter the platform's appeal page, showing that the reason for the appeal should be filled in and proof provided. "For example, if you choose to be overweight, have an abnormal location, or other reasons, but you don't always get through, I don't know the specific judging criteria. He wants the platform to make public the criteria for passing appeals.
Shen Jianfeng suggested that in the face of bad reviews and complaints, the specific content should be distinguished, and the responsibility should be reasonably shared between the platform, merchants and practitioners. The mechanism for handling negative reviews also needs to be further improved, and it should be verified before being dealt with based on the facts. At the same time, the criteria for workers' grievance mechanisms should be further refined. (Workers' Daily)