What is the problem of express delivery "not able to deliver to home"
Experts believe that the last mile supplementary services such as express stations and express cabinets will be more common in the future
Near the end of the year, many consumers are constantly wandering between happy "buy, buy and buy" and worry about "receive".
In the past six months, there have been more and more disputes caused by "the express delivery cannot be delivered". The express delivery is either signed at the "doorway" or "fire hydrant" or sent to the station... Express delivery has become more and more difficult to come to the door, the problem lies in the end Where?
Whose fault is "not delivering home"
Mr. Cao, who lives in Yihezhuang, Daxing, Beijing, is a freelance illustrator. He usually works from home and loves oil painting.
During the "Double Eleven" period, he bought more than 50 bottles of paint, 3 sets of brushes, an easel, two pairs of boots, a set of tea sets and some snacks... and shipped them to Beijing from all over the country.
When receiving the courier, the phone received seven or eight messages that required him to go to the inn to pick up the package by himself.
Even if he asked for delivery again, he didn't wait for the express delivery until the next day, so he had no choice but to go downstairs to pick it up.
"I wanted to give a bad review to the courier, but it was the post station that did not come to deliver the goods. I want to blame the post station, but the courier who threw the goods there was so angry that I didn’t know who to complain. Then I complained to both of them and got But the reply is "If you wait, we will deliver the goods to you"." Mr. Cao said that with this operation, the two parties dumped the inefficient "pot" on their "impatient".
The relevant departments of express companies believe that "home delivery" should be solved by strengthening the management of front-line staff, while the consumer level is questioning whether they put the express in the post or collection point, and they can deliver more?
Earn a lot?
A reporter from the Beijing Youth Daily consulted several first-line courier brothers from Zhongtong, Shentong, and Yuantong, which are involved in the most questioned express delivery companies.
Mr. Jiao, the younger brother of Zhongtong, said that the area he is responsible for is not large, and the average number of express shipments per day is only about 300.
"If you put the express delivery at a collection point or an inn, your income will be almost halved. In case you receive a complaint of'not coming to your door', it will be done for nothing. This money will only be spent on time to send it." Mr. Jiao said.
"Door-to-door" conditions put more pressure on delivery
Shentong’s Mr. Gu is responsible for more than twice as many areas as Mr. Jiao, including 3 high-rise communities, 1 park, 2 companies and some retail "peripheries".
He said that although the community is large and there are many residents, most of the people who live here are office workers, and there are very few people at home during the day.
If the security of the community is relatively complete, and if you want to go upstairs, you must first make sure that someone is connected to the phone and that there is someone at home. If there is no one, you must confirm the delivery time with the customer. There are hundreds of residents in a building. It is difficult to set the delivery time. Unite.
In addition, you must find the security in the building to send the package, mortgage the key, borrow the elevator card, and sign the guarantee to go up.
There are so many prerequisites for home delivery, which naturally puts pressure on delivery.
"I can only focus on the delivery of large items, and some small items in the community are placed in the station." Mr. Gu told the Beiqing Daily reporter that in addition to efficiency issues, the other is that "house thieves" are difficult to prevent. The situation was stolen at the door.
After this happens, the company often asks the courier to make the compensation, so it is the safest way to spend 5 cents to put the express in the post.
Station: It’s not that it’s not delivery, it’s just a lot of waiting
According to the courier guys, the burden of "home delivery" is shared on the shoulders of both myself and the post, so why is it difficult for express delivery to "home"?
According to official statistics, there are currently more than 1,000 Beijing Cainiao Posts, occupying most of the market.
A reporter from the Beijing Youth Daily visited 5 post stations in Daxing, Fengtai and Chaoyang. The employees of several post stations were very straightforward about why the express delivery was placed in the stations, saying, "Where can I put them here?" Among them, they are located near Xinyuan Street, Daxing District. The staff of the inn believes that the inn exists to satisfy the "last 100 meters of the express delivery industry".
The staff at the station did not deny the saying that "Since the customer spends the money, they should be delivered to the door."
She said that the post and the collection point are different, and customers are given two choices of self-pickup and door-to-door delivery. It should not be understood as placing the post for collection without telling it, but should be understood as a part of express delivery.
She said that there are only 3 employees in an inn, but thousands of express mails are received every day.
"Although some customers chose to deliver the goods to their door, they couldn’t wait to go downstairs and pick them up by themselves. Mingming’s post or collection point is downstairs, but the courier ran back and forth for several kilometers without delivering the courier. The customer If you don’t understand why, you will inevitably have emotions."
Experts advise consumers to look at the station rationally
The courier brother and the staff of the station attributed all the reasons to "helplessness", but is this really the case?
Logistics industry expert Yang Daqing told the Beijing Youth Daily that the size of China's express delivery orders has increased by nearly 36 times from 2010 to 2020, but the number of express delivery practitioners has only increased by 7 times.
“We can foresee the delivery pressure that front-line express personnel will bear, and we have to face the reality.” Yang Daqing said, post-90s, post-00s and other new-generation express delivery groups have weak stability, resulting in a high turnover rate of front-line express personnel, and the express delivery industry has a long-term Since the low-price competition, some express companies are not active in improving first-line treatment and salary increase, which reduces the willingness of express employees to work.
Yang Daqing said that factors such as "unfinished price wars and unavailable couriers" have determined that according to the existing manpower supply, it will not be possible to meet the delivery demand for each item to the door.
In addition, most working-class consumers in online shopping have a mismatch between the delivery time and the delivery time. In this case, there will inevitably be a contradiction in home delivery.
Yang Daqing said that for SF Express and JD.com, two companies that can fully guarantee "home delivery" services, they belong to direct-operated express delivery companies. Because the self-operated delivery team can guarantee door-to-door delivery, they are also burdened with higher labor costs.
At present, last-mile supplementary services such as express stations and express cabinets will be more common in the future. On the one hand, it will alleviate the shortage of delivery manpower, and on the other hand, it will solve the convenience of consumers' independent pick-up.
Therefore, Yang Daqing suggests that consumers take a rational view of the emergence of post stations. If they choose to "deliver to door", they should also accept the status quo of being "late".
Text/Reporter Wang Haoxiong Coordinating/Ye Wan