Uneven service quality The booming door-to-door economy is accompanied by "growing pains"

　　Emerging economic forms such as door-to-door pet feeding and door-to-door kitchen replacement bring new experiences, but the lack of standardized management leads consumers to complain

　　Booming door-to-door economy comes with "growing pains"

　　Our reporter Shi Lanna

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　　In recent years, the door-to-door economy has emerged. While providing consumers with a convenient life experience, issues such as service quality, personal property, and privacy and security have also attracted attention.

Experts said that the standardized development of the door-to-door economy should be promoted by strengthening the qualification review and skills training of employees, establishing and improving relevant systems, and strengthening supervision.

　　During the Spring Festival holiday that just passed, many pet owners who returned to their hometown experienced the door-to-door pet feeding service, and some families tasted the delicious feast cooked by chefs.

Door-to-door economic forms such as door-to-door feeding of cats and dogs, door-to-door cooking, door-to-door haircuts, and door-to-door massages allow consumers to enjoy a convenient life experience and inject new vitality into economic and social development.

　　While bringing "dividends", door-to-door services are also accompanied by "growing pains": uneven service quality, how to ensure the safety of personal property and personal information... Experts said that by strengthening the qualification review and skills training of employees, establishing Improve relevant systems and strengthen supervision to promote the standardized development of the door-to-door economy.

　　Potential Market Prospects

　　"When I heard the sound of opening the door, the kitten was guarding the door. It kept meowing non-stop after I entered the door." After the Spring Festival holiday, Dai Ran, who returned to Beijing from another place, saw his cat again. He was both happy and happy. Distressed.

　　Before leaving Beijing, how to settle the kittens once gave him a headache. "I thought about sending them to foster care, but during the Spring Festival, the cat cages are tight and the price is high, and the kittens will not adapt to the new environment."

At this time, some owners in the community group said that they could help to feed the cats at 30 yuan each time, which allowed Dai Ran to find a near-perfect solution—"It allows the cat to live in a familiar environment without worrying about it starving. , and the price is cheaper.”

　　During the Spring Festival holiday that just passed, many pet owners who returned home experienced the door-to-door pet feeding service just like Dai Ran.

In fact, not only feeding pets, but in recent years, various life services such as cooking, haircuts, and manicures are trying to change the scene from the store to the customer's home.

　　Born in 1996, Zhang Yaohong is a girl who loves food and cooking.

By chance, she saw a post on a social platform about home cooking, and thought she could try it herself.

In just a few days, several customers placed orders at the same time.

Zhang Yaohong, who was overwhelmed with work, began to take colleagues and friends to work as home cooks, and gradually developed from being alone to a team that currently has more than 100 people.

"This shows that people have a relatively strong demand for door-to-door substitute kitchens." Zhang Yaohong said.

　　The increased demand for door-to-door services has given birth to a potential door-to-door economic market, and social platforms, as a convenient channel for information interaction, have further boosted the development of the industry.

According to the data from Qichacha, there are 14,500 door-to-door service-related enterprises in my country.

From 2018 to 2022, the number of door-to-door service-related companies will increase year by year, and 44 new companies have been added since the beginning of this year.

　　Compared with services such as housekeeping services and door-to-door repairs that must be completed in the home scene, door-to-door pet feeding, door-to-door cooking, and door-to-door haircuts have "moved" the service scene to the home.

Peng Dezheng, the founder of the pet life service platform Xiaobuzaijia, believes that this reflects that individual needs are more dispersed and diversified, social division of labor is more refined and professional, and economic forms such as door-to-door companionship with pets will have a broader scope under the premise of standardized development. market prospects.

　　The uneven service quality provokes "tucao"

　　Although the food and hygiene problems of kittens have been solved, the cat feeding service that Dai Ran experienced is not completely worry-free.

"The neighbor forgot to fix the kitten's water basin several times after adding water. The kitten knocked over the water basin, and the water spilled all over the floor. I was even more afraid of getting an electric shock. Another time, the neighbor failed to come to the house on time. The kitten has been hungry for most of the day," he said.

　　"Can't distinguish between cat food and cat litter", "Cut vegetables all over the floor", "When people arrive, but they don't bring all the tools"... On social platforms, consumers complain about the quality of door-to-door services in various ways, and there are also Many "lightning protection" posts remind everyone how to avoid unreliable services by sharing personal experiences.

　　In addition to the uneven service quality, Wang Yu, a lawyer from Zhongwen Law Firm, said that door-to-door services may also cause infringements caused by intention or negligence. concerns.

　　Zhu Wei, deputy director of the Communication Law Research Center of China University of Political Science and Law, believes that if an agreement is reached through the information posted by individuals on social platforms, on the premise of not knowing the other party and lacking platform protection, allowing complete strangers to enter the home is a hidden danger. big risk.

　　In comparison, a door-to-door service platform that can conduct identity verification and skill training in advance provides a certain degree of quality and security.

In Peng Dezheng's view, the door-to-door service platform should have a relatively complete process and standards for personnel recruitment.

For example, to apply to become a pet companion, you must have a real name and go through multi-dimensional inspections such as pet raising methods, pet raising experience, and resilience.

Zhang Yaohong, who is engaged in the catering industry, requires the applicant to provide a health certificate, and conducts an on-site culinary assessment, with himself, professional chefs and customer representatives acting as judges to check the taste.

　　However, with the influx of a large number of platforms into the new track of door-to-door services, some problems have gradually emerged.

According to industry insiders, bidding ranking still exists in some door-to-door service platforms.

Operators on the platform can package and promote their own services by paying the platform, but the qualification and service quality are very loosely checked.

　　Standardized development requires the joint efforts of multiple parties

　　In the face of various problems that may arise in the process of providing door-to-door services, the platform provides solutions to a certain extent.

In addition to identity verification and skills training, the platform is also looking for solutions to possible disputes during the service process and the protection of the rights and interests of both parties providing and receiving services.

　　For example, prepare a live broadcast bracket in the tool kit provided by the pet life service platform to each pet companion.

In this regard, Peng Dezheng said that the companion pet specialist will broadcast the process of feeding cats and walking dogs to customers, which can not only reassure customers through more transparent services, but also facilitate the platform to supervise and assess the behavior of companion pet specialists, and also help Provide a basis for division of responsibilities in case of disputes.

　　Zhang Yaohong said bluntly that in the process of leading the team towards platformization, the biggest problem is how to ensure the personal and property safety of both parties.

"Currently, buying commercial insurance is the most direct way, but after all, insurance is a kind of after-the-fact relief. In the future, the certificate of no criminal record will be considered as a review condition for entering the platform."

　　Zhu Wei believes that compared with peer-to-peer private transactions, conducting transactions through door-to-door service platforms is equivalent to adding a layer of protection.

For door-to-door tutoring, door-to-door massage, door-to-door beauty, etc., Zhu Wei emphasized that the platform must use relevant qualification certificates as a condition for entry into the industry, and customers should also fully understand the qualifications of door-to-door service personnel before placing an order.

　　"The booming development of the door-to-door economy is the general trend. Relevant entities should establish and improve relevant systems and actively perform regulatory duties and obligations." Wang Yu suggested that regulatory authorities should strictly supervise the qualifications of service platforms, and do a good job of various qualification certificates, Record inspection of health certificates; strict investigation and rectification of illegal services that may involve pornography, gambling, drugs, etc.

The door-to-door service platform should strictly establish and improve the contract system, improve the complaint and evaluation mechanism, establish a credit file system, and set up corresponding punitive measures for various problems caused by intentional or negligence, so as to guide the honest development of the door-to-door economy.

(Worker's Daily)