In today's world where instant delivery has become the "infrastructure" of life, delivery riders have also become an indispensable part of the city. They bring speed and convenience to people, but for various reasons, the knights often "hit a wall" in their work. "The community didn't let us in, the destination was far from the gate, and we had to take the time to walk downstairs. "This is one of the problems that knights often have. There are also businesses that deliberately delay the meal time, riders have to take a detour to take the freight elevator, riders are not allowed to park electric vehicles in front of the door, and so on. These "regulations" have caused inconvenience to the riders' delivery work, but the deeper impact is that they feel targeted and different. For the most part, however, the knights had no choice but to remain silent and observant.
Various types of differential treatment for delivery riders Figure | Originated from the Internet
These kinds of phenomena are not uncommon, and they have some negative effects on the mental health of delivery riders and the health of the instant delivery industry as a whole. Not long ago, the Institute of Sociology of the Chinese Academy of Social Sciences released an excellent result "The World of Riders: A Social Survey of New Occupational Groups", which pointed out that the work of riders is full of "sense of service", they must maintain an efficient and polite service attitude at work, and often have to meet the customized needs of customers, which are providing consumers with "emotional labor". However, all kinds of targeted "regulations" make riders often feel aggrieved and frustrated, and also indirectly affect the healthy development of the instant delivery industry.
Therefore, ensuring the mental health of riders and optimizing the experience of riders have become more and more important issues to promote the development of the ready-to-wear industry. The good news is that some of the leading instant delivery platforms have realized this and put it into practice to improve the work experience of riders through psychological care and emotional guidance. In April this year, SF City launched an online knight care activity called "My Grievances, I Will Listen", taking the initiative to provide a channel for riders to express their grievances and relieve their emotions, and escort the mental health of riders.
"Your grievances, I'll listen" event theme poster Picture| Originated from the Internet
Paying attention to the mental health of riders, SF City optimizes the work experience of riders by listening and guiding
Due to the mode of work, the riders spend most of their time dealing with the distribution system, rarely have the opportunity to communicate with others, and have nowhere to "complain" about grievances at work. Focusing on this "pain point", SF City launched this activity, inviting its riders to reveal the grievances and troubles they encountered in their work, so that their negative emotions can be effectively soothed and guided, so as to improve the happiness of the riders at work.
In order to improve the effectiveness of the event, SF City designed a set of customized questionnaires, so that riders can express their thoughts in a private and relaxed environment, and share their stories and feelings without any scruples. The design of the questions is also quite "heart", not only can the knight open the confiding mode, but also guide the knight to think further about the problem, so that the negative emotions can be more deeply relieved.
SF City Knight pick-up. Fig Originated from the Internet
At the same time, in order to encourage more riders to actively participate, SF City has also set up a special reward mechanism for the event. Applicants can not only participate in the lottery of the knight's exclusive benefit "City Coins" to win great prizes, but also have the opportunity to win a free family trip if the submitted case is accepted.
It is revealed that since the launch of the event, SF Express has received nearly 5,000 real feedback from riders, which has also made the event successfully achieve the expected results. After the event, SF City will continue to provide long-term channels for riders to talk through multiple forms, not only encouraging riders to speak independently, but also inviting webmasters to take the initiative to pay attention to the dynamics of riders and speak out for the grievances of riders.
Innovate the knight care model, and promote the healthy development of the industry with "heart" in mind
This activity in SF City is one of the few practices in the industry that focuses on maintaining the mental health of riders and practicing rider care. Compared with the previous way of care, it is the first time to pay deep attention to the impact of negative emotions on riders and the industry, and take targeted actions to help riders relieve emotions and improve their work experience. In addition, it adopts a more proactive and personalized approach, through customized questionnaires, allowing knights to express themselves freely and allowing negative emotions to be effectively regulated.
As the core and most basic resource of the distribution platform, Knight constitutes the basic plate of the platform's service level. This move by SF City reflects the concern and importance that a high-quality delivery platform attaches to the rider community, and this respect also feeds back the long-term development of SF City, allowing it to stand out in the fierce market competition.
It is foreseeable that SF City's great emphasis on the mental health and experience of riders will also promote the instant delivery industry to enter a new stage of more people-oriented, so that the happiness and security of riders at work will be continuously improved, and the healthy development of the industry will be promoted.
SF city riders wait for the elevator. Fig Originated from the Internet
It is understood that SF City will continue to devote itself to the optimization of the rider experience in the future, and bring more practical and intimate care measures to the rider community. At the same time, we also look forward to seeing more instant delivery platforms join the queue of caring for the mental health of riders, so as to promote the respect and recognition of the rider community in the whole society.