While the volume of express delivery business in my country is growing rapidly, the issue of the "last mile" of express delivery has frequently aroused heated discussions.
Are you looking forward to improving the "last mile" of express delivery services?
A few days ago, the Social Survey Center of China Youth Daily and the Social Survey Center of China Youth Daily (wenjuan.com) conducted a survey of 1,150 respondents. According to a survey of 1,150 respondents, 83.7% of the respondents indicated that they look forward to improving the "last mile" of express delivery services. Respondents look forward to it the most (85.9%).
83.7% of respondents look forward to improving the "last mile" of express delivery services
Huo Wei (pseudonym), who currently lives in Beijing, said that he is not very concerned about whether to improve the "last mile" of express delivery services.
However, he found that many elderly people in the community were inconvenient when picking up express delivery. He once helped an old grandmother who did not know how to operate express delivery cabinets to pick up express delivery. "The needs of the elderly should still be taken into consideration so that they can be more convenient." .
According to the survey, 83.7% of the respondents expect to improve the "last mile" of express delivery services, 11.5% of the respondents said that they "do not expect it, it is not necessary", and 4.8% of the respondents feel that "it doesn't matter, you can take two more steps."
Interactive analysis found that respondents in first-tier cities are looking forward to it the most (85.9%).
Regarding the improvement of the "last mile" of express delivery services, 66.7% of the respondents hope that couriers and consumers will strengthen communication and mutual respect, and 62.1% of respondents hope to strengthen the training of couriers and standardize the service process.
Li Lin (pseudonym) feels that strengthening communication is very important.
She said that she can understand the hard work of the courier, but respect should be mutual. "If you can communicate by phone or text message before delivery, it can often reduce a lot of unnecessary trouble."
However, she feels that this problem cannot be solved through negotiation between the courier and the consumer. The courier company must assume the main responsibility. "A system or rule to solve this problem should be established. It must be compulsory and not rely on the courier. Consciously or consumer complaints."
Associate Professor Liang Zhijie of the Department of Logistics Management of Southwestern University of Finance and Economics analyzed, “The problem of express delivery'last mile' is essentially a contradiction between the cost reduction of batch delivery by express companies and the ever-increasing service demand of customers. Communication is a good idea. "If a temporary social platform can be formed, the courier can build a temporary social network with the customers who deliver in batches. The courier and the customer can communicate online in real time, which can alleviate customer anxiety to a certain extent. mood".
Other suggestions recognized by the interviewees include: rationally configure express service outlets (61.0%), while strengthening the community review, allow express delivery (43.4%), set express verification codes, improve security (40.6%), and improve express after-sales services And customer service (35.7%), complete intelligent delivery and transportation system (26.4%), etc.
"Joint distribution is the main way to solve the'last mile' distribution problem"
Associate Professor Yang Mengke, School of Modern Post, Beijing University of Posts and Telecommunications (School of Automation), has been devoted to the research of the "last mile" distribution problem in recent years.
She said, "A large number of domestic and foreign studies and field investigations show that joint delivery is the main way to solve the'last mile' delivery problem."
She introduced that at present, under the vigorous promotion of national policies, joint distribution is becoming the general trend, and methods such as co-matching in universities and rural areas are gradually emerging.
Taking the campus common distribution service center as an example, the effective combination of self-pickup and door-to-door delivery can be realized through the combination of smart express cabinets and service center staff.
She said that the emergence of co-distribution can not only significantly reduce distribution costs and improve distribution efficiency, but also reduce duplication of resources and promote green and sustainable development.
At the same time, strengthen investment in the construction of smart logistics, and realize intelligent, standardized and standardized terminal distribution based on big data, cloud computing and other technologies.
Unmanned technologies such as unmanned vehicles and unmanned aerial vehicles are also gradually being put into daily operations, which can reduce manpower input to a certain extent and improve delivery efficiency.
In response to the current problems in express delivery services, she believes that as far as companies are concerned, on the one hand, they need to strengthen service quality management, provide personalized and flexible services, and adopt differentiated pricing according to user habits and needs to provide different express delivery services. Services to meet users' service needs of different depths; on the other hand, starting from the source, adding express delivery method selection functions in the e-commerce and express platform interface, through tiered pricing, guide users to actively choose service methods, and improve user satisfaction.
Yang Mengke said that at the government level, on the one hand, it is necessary to strengthen the guidance and incentives of joint distribution, plan the construction of common distribution centers, guide enterprises to establish an intelligent, shared, and efficient express delivery terminal one-stop service system, and make overall plans for the construction of the terminal. Co-distribution service center, all express companies directly connect to end co-distribution service centers in multiple scenarios such as campuses, communities, and business districts, and the center service personnel will uniformly sort and deliver.
On the other hand, we should actively promote new forms of shared collection terminal such as smart letter boxes and express mail cooperation, and incorporate express cabinets into the construction of public infrastructure to achieve delivery to buildings and shorten the distance for users to pick up packages.
China Youth Daily·China Youth Daily reporter Wang Zhiwei Source: China Youth Daily