Sino-Singapore Jingwei, February 12th (Fu Yumei) "It was promised that the Spring Festival would not be closed, but the delivery was not stuck on the road. It has been more than 10 days, and the express delivery has not moved, and the delivery is lonely." Even in the Spring Festival The "front" has ended, but searching for "express delivery will not be closed during the Spring Festival" on social platforms will still yield a series of complaints.
This is the second year that express delivery will not be closed during the Spring Festival.
In the context of the local Chinese New Year, the normal operation of express delivery guarantees the delivery and material needs of citizens, which is also behind the multi-party participation of enterprises.
Many people feel the real convenience. On the other hand, complaints and complaints continue to emerge.
Under the concern, what kind of test does express delivery experience without closing during the Spring Festival?
What about "don't close"?
Ms. Chen from Xicheng, Beijing, resumed work on the first day of the seventh day of the Chinese New Year (February 7).
She made an appointment with a Yunda express who came to pick up the package.
The order was also received, and the courier also assigned it. When it was time to pick up the goods, Ms. Chen was canceled by the courier because of "the customer could not be reached".
Ms. Chen was puzzled. She had never received a call. Why did the other party say that she could not be reached?
She immediately placed another order, and took the initiative to contact the courier who assigned the pickup.
The courier on the other end of the phone said, "Sister, our branch has not yet gone to work. This is assigned by the system. I just chose a reason for cancellation. Please cancel it again."
"Isn't it not closed during the Spring Festival? Why do you still have a holiday after I go to work?" Ms. Chen said, and the younger brother only told her that "this is the situation at the outlets."
On the delivery side, consumers can arrange or replace the courier by themselves for things that cannot be delivered.
But on the receiving end, consumers who cannot receive the goods can only "hurry up".
"Because it was the fruit sent by my mother, I have been paying attention to the direction of the express delivery. The express delivery arrived in Chengdu on January 29, but there was no pickup information. I went directly to the outlet on the afternoon of January 30, but found that there was no one there. There was no updated logistics until February 8. It's really a holiday earlier than me, and work later than me 'no closing'." One user said.
There are also many related complaints on social platforms, such as, "The New Year's goods sent by my family years ago have not been received after the year. If I heard that the express delivery was not closed, it would not have been sent." 10 days." "It's really not closed, it's just not delivered, and I signed for it without consent." "It turns out that I'm not the only one who said that the Spring Festival will not be closed, the logistics information has not been updated, and it will not be delivered after work. "There are also consumers who said bluntly, "Is it false propaganda that no one delivers during the Spring Festival?"
There are also many consumers who understand the slowdown in logistics during the Spring Festival.
"After all, the courier brother has to go home for the New Year, but I also hope that since the company has promised that the express delivery will not be closed during the Spring Festival, it will take more measures to ensure the logistics, rather than rhetoric and unrealistic." Some consumers said.
2022 is the second year that Express fully announced that the Spring Festival will not be closed.
Zhao Xiaomin, an expert in the express delivery industry, told Sino-Singapore Jingwei that from the monitoring situation in the past two years, the overall operation of express delivery during the Spring Festival is relatively stable and smooth.
However, it is true that the implementation of local outlets is not in place, resulting in poor consumer experience.
"This also reflects that some companies have not done enough to implement the Spring Festival, including the scale of funds, the coordination of outlets, and the incentive mechanism for franchisees and couriers in the Spring Festival." Zhao Xiaomin said.
Yang Daqing, an expert in the logistics industry, once told Sino-Singapore Jingwei that "not closing during the Spring Festival" is also a reflection of the ability to test the end-service guarantee capabilities of enterprises.
For some express delivery companies, the implementation is "more than enough but not enough people".
A courier from a express delivery company in Wuhan told Sino-Singapore Jingwei that there were almost 10 people in his outlet before, and only 2 people were left during the Spring Festival.
"It's already too many. Many other outlets are gone, and the post station is directly closed. Sometimes it's not that we don't want to deliver, and there is no one in the warehouse or post station, so we can't do anything about it."
How does the company guarantee it?
The continuous operation of express delivery during the Spring Festival has paid off.
Monitoring data from the State Post Bureau shows that during the Spring Festival this year, the national postal express industry collected and delivered 749 million express parcels, an increase of 16% over the same period last year.
Regarding the express delivery service during the Spring Festival, the State Post Bureau also issued a notice on December 30, 2021, requiring all delivery companies to make overall arrangements for operational resources during the festival, to allocate capacity and manpower in advance, to maintain the stable operation of grassroots outlets, and to effectively guarantee the holiday period. The people's demand for postal use and the safe and stable operation of the industry.
According to Sino-Singapore Jingwei's carding, major express companies such as EMS, JD Logistics and "Four Links and One Delivery" have all expressed their positions to launch the "No Closing during the Spring Festival" service and further protect the rights and interests of couriers.
In addition, some companies have also raised their express prices to subsidize front-line couriers.
Real investment will bring results, but user experience feedback cannot be ignored.
A survey conducted by the Social Survey Center of China Youth Daily and the Questionnaire Network showed that among 2011 respondents, 93.8% of the respondents shopped online during the Spring Festival, and 80.3% of the respondents said that e-commerce "does not close during the Spring Festival" "Let me feel the taste of the New Year.
However, 63.3% of the respondents felt that online shopping during the Spring Festival needs to improve the delay in delivery.
Zhao Xiaomin believes that for the express delivery industry with a large number of C-end users, the service that does not close during the Spring Festival should be fully consistent with the demands of users.
"For leading express delivery companies, they must compete for the consumer market in any field, including services during the Spring Festival. We believe that the express delivery industry will gradually return to market competition in the next few years, and it is an inevitable trend to be open all year round. However, Some express delivery companies will slack off, and some express delivery companies will not keep up with the pace, which is an important indicator of future competition."
It is reported that in recent years, the express delivery industry has been criticized due to price wars, and companies are eager to turn to the stage of "value competition".
The Spring Festival is undoubtedly an important node in order to show its effectiveness to the outside world.
"Express delivery companies still have to deal with the coordination among couriers, terminal outlets, etc. when the Spring Festival does not close. Especially when dealing with major consumption and holidays, relevant contingency plans and processing procedures must be in place. Of course, companies must also have sufficient Resources and financial support. If many outlets have not kept up with the end, then the headquarters should reflect on whether there is a good guarantee, whether it fully understands and conveys the value of not closing.” Zhao Xiaomin said.
Regarding the guarantee and feedback mechanism of express delivery not being closed during the Spring Festival, and how to treat the complaints of some consumers, Sino-Singapore Jingwei contacted express companies such as Yunda and Zhongtong, but did not receive a reply as of press time.
(Sino-Singapore Jingwei APP)
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