Ji Leilei
Service quality and customer experience are the "magic weapons" for the sustained and steady development of express companies.
Relevant departments should continue to deepen the order and regulation of the express delivery market, and resist unfair competition.
The State Post Bureau recently held a video and telephone conference to summarize the rectification of the express market order in 2021, and emphasized that it is necessary to further strengthen the supervision and management of the express market, continue to manage outstanding problems, and maintain fair competition in the market order.
This is of great significance for strengthening the self-discipline of market entities and promoting the high-quality development of the express delivery industry.
According to data from the State Post Bureau, my country’s express delivery business volume will exceed 100 billion pieces in 2021, with an average daily service user of nearly 700 million person-times.
However, at the same time as the rapid development, the low-price competition, unnamed delivery, illegal charges and other issues exposed by the express delivery industry have also seriously affected the public's experience of using mail.
Service quality and customer experience are the "magic weapons" for the sustained and steady development of express companies.
For a period of time, some express companies engaged in price competition in order to seize market share, seriously disrupting the normal order of the express market.
Although "price-for-quantity" has led to a rapid increase in the amount of terminal delivery, the quality of the terminal delivery service is greatly compromised, and things such as leaving the post at random and leaving the express cabinet without consent often occur.
Behaviors that disrupt the normal order of the express delivery market will not only sacrifice service quality and safe production investment, but in the long run, it will damage the entire industry, and no express delivery company will be able to stand alone.
Judging from the current rectification situation, local postal administrations have actively adopted effective and effective measures against violations of service standards, damage to the legitimate rights and interests of users and couriers, and unfair competition, and the order of the express delivery market has been further improved.
Express delivery is an industry with regional cooperation, network-wide collaboration, and system operation. Creating a fair and orderly market environment should be the common voice of all express delivery personnel.
In the face of the ever-changing express delivery industry, further standardized development is urgently needed.
This is not only an important guarantee to continuously meet the needs of the people for better delivery services, but also a practical need to solve the industry’s "growth problems" in accordance with the law.
In response to the prominent problems that have been exposed, relevant departments must continue to deepen the order and regulation of the express delivery market.
With regard to the quality of express delivery services, it is necessary to urge companies to increase their awareness of honest management, highlight the problem of illegal delivery of express mail, and unceasingly carry out the governance of illegal charges for rural express delivery services; on the issue of disorderly competition, we must adhere to both the symptoms and the root causes and promote systematically. It is necessary to expand the development space and optimize the market competition pattern, and from the perspective of ensuring service quality and safety, and protecting the legitimate rights and interests of users and courier groups, effective use of regulatory measures to transmit pressure, promote enterprises to enhance their awareness of quality competition, and resist unfair competition .
In response to fictitious transactions and other behaviors, it is necessary to further strengthen communication and cooperation with public security, market supervision, and commerce departments, continuously increase the punishment of companies that violate laws and regulations, and always maintain a high-pressure situation.
Standardized governance is the guarantee for the high-quality development of the postal industry.
According to the plan, by 2025, the annual business income of the postal industry will exceed 1.8 trillion yuan; the average daily service users of the postal industry will exceed 900 million, and the express delivery business volume will exceed 150 billion.
In the huge express delivery business volume, while welcoming the development of the postal express delivery industry to a new level, we look forward to a new level of order and governance in the express delivery market, creating a fair and orderly competitive environment, and promoting the formation of a service quality-oriented The core competition mechanism continuously improves the quality of express delivery services, and provides a more powerful guarantee for the high-quality development of the industry and the people enjoy high-quality and efficient delivery services.