China News Service, April 3. According to the WeChat public account of the State Post Bureau, one month after the "Express Delivery Market Management Measures" (hereinafter referred to as the "Measures") came into effect, how is the operation of the national express delivery market? What regulatory measures has the postal administration taken to protect the legitimate rights and interests of consumers? How are the requirements for on-time delivery being implemented? In order to promote the implementation of the "Measures", what other measures will the postal management department take? On April 3, Bian Zuodong, deputy director of the Market Supervision Department of the State Post Bureau, was interviewed by reporters to introduce the relevant situation of the implementation of the "Measures" throughout the month.
The overall operation of the industry is smooth and stable
Delivery service metrics improved
Monitoring data from the Express Big Data Platform of the State Post Bureau shows that the national average daily express delivery volume in March was 442 million pieces, a year-on-year increase of 17.6%, and the overall industry operation remained smooth and stable.
According to survey results of third-party social organizations, public satisfaction with express delivery services in March was 83.3 points, an increase of 3.3 points year-on-year. Among them, satisfaction with express delivery services was 85.9 points, an increase of 1.8 points year-on-year; the average express service time limit was 52.59 hours, a year-on-year increase of 1.8 points. It was shortened by 1.51 hours, of which the average delivery time was 2.91 hours, 0.16 hours shorter than the same period last year; the 72-hour delivery rate was 85.00%, an increase of 0.63 percentage points year-on-year; there was no significant fluctuation in express delivery market prices.
"User satisfaction and delivery time limits for express delivery services have improved overall in March, mainly due to major brand express delivery companies strengthening end-service management, optimizing express delivery processes, and adjusting delivery force allocation." Bian Zuodong said. He also pointed out that due to the large growth in delivery volume, differences in service capabilities between different companies and outlets, coupled with factors such as difficulty in recruiting workers after the Spring Festival and local extreme weather effects, a few outlets have also experienced extended delivery time limits.
Adhere to the combination of punishment and education
Strengthen supervision and safeguard user rights and interests
Since the implementation of the "Measures", the postal management department has performed regulatory duties in accordance with the law, urged express delivery companies to fulfill their service quality commitments, and guided enterprises to speed up the improvement of business processes, improve management levels, and improve technical measures to adapt to the requirements of the "Measures" and operate in compliance with the law. In March, postal management departments at all levels accepted and handled more than 25,000 complaints such as user consultations, opinions and suggestions, and problem appeals. 531 cases of illegal activities in the express delivery market have been investigated, and 325 cases have been closed; 239 cases involving the application of the "Measures" have been opened for investigation, and 203 cases have been closed.
"We adhere to the combination of punishment and education, and comprehensively use management methods such as reminders and interviews as well as punishment measures such as warnings, notifications of criticism, and fines to consolidate the main responsibilities of express delivery companies for service quality. About 92% of corporate violations are minor and are punished. Administrative warnings were issued, and about 8% of companies were imposed administrative fines of less than 3,000 yuan." Bian Zuodong said, "Through the implementation of these regulatory measures, companies have enhanced their awareness of legal compliance and the legitimate rights and interests of users have also been better protected. guarantee.”
E-commerce express delivery strengthens docking and coordination
Promote the implementation of on-appointment delivery requirements
Delivery services such as door-to-door delivery, box delivery, and station delivery have enriched the express service methods and effectively met the diversified service needs of users. But at the same time, it still happens that express packages are delivered to express delivery stations and smart express boxes without the user's consent. "The "Measures" require express delivery companies to obtain user consent before dropping boxes into the station. It aims to urge express delivery companies to improve their awareness of contract performance, deliver goods in the manner agreed with users, and protect users' rights to know and choose." Bian Zuodong pointed out.
According to reports, in order to standardize corporate service behavior and promote the improvement of industry service quality levels, the postal management department, while strengthening supervision, actively adopts suggestions from relevant social parties, pre-positions delivery options, improves communication methods between enterprises and users, and ensures express delivery services. Colombia continues to communicate with enterprises regarding their legitimate rights and interests, coordinates express delivery companies and e-commerce platform companies to strengthen docking, and coordinate to advance work. Major e-commerce platform companies such as Douyin and Taobao have begun to transform their business processes. Currently, consumers can choose delivery methods when placing online orders on some platforms. They can choose door-to-door delivery or delivery to smart express boxes or express service stations; express delivery companies have already Start adjusting the performance appraisal method for delivery boys. Some express delivery companies strengthen communication agreements with users through intelligent voice calls, user preference settings, etc.
Since March 1, the number of door-to-door delivery services has increased in some areas. The results of a third-party social organization's user satisfaction survey on delivery services show that the implementation of the "Measures" has achieved initial results and has been recognized by users. "It will take a certain amount of time for the effects to be fully realized, and it also requires the joint efforts of all parties involved." Bian Zuodong said.
The three sets of relationships need to be better handled
Three tasks are being promoted with focus
Express delivery connects thousands of cities and industries, connects thousands of households, connects online and offline, and smooths both supply and demand. It plays an important role in serving people's lives and promoting economic and social development. “Promoting the implementation of the Measures requires the joint efforts of e-commerce platforms, consumers, express delivery companies, terminal outlets, couriers, etc.,” Bian Zuodong pointed out. “It is necessary to properly handle the relationship between e-commerce platforms and express delivery companies, and The relationship between express delivery companies and couriers must be well handled, and the relationship between e-commerce platforms, express delivery companies and consumers must be well handled.”
Regarding the next work plan, Bian Zuodong said that the State Post Bureau will continue to work with relevant departments to further promote the docking and close cooperation between e-commerce platforms and express delivery companies, and gradually enable users to choose terminal delivery methods when placing online shopping orders. At the same time, express delivery companies are guided to strengthen and improve business management, increase investment and application of science and technology, continuously improve the level of informatization and intelligence, improve service quality levels, and enhance core competitiveness. In addition, the headquarters of express delivery companies will be urged to consolidate their main responsibilities, strengthen the construction of terminal performance capabilities, and protect the legitimate rights and interests of users and couriers. (China News Finance)