Recently, a express delivery giant announced that it had shown a service commitment of "no delivery of documents, no payment will be made, and its first batch of pilot projects also included five cities in Jiangsu, including Nanjing, which immediately attracted widespread attention. In addition, some large online stores have also upgraded their services and promised to deliver goods to their doorsteps. This is undoubtedly a good thing for the majority of users. First of all, such a move is worthy of recognition. What we are going to talk about today is how to better improve the user experience after having the promise of home delivery.
Recently, the author has come into contact with and heard of several examples. For example, an old man said that the express delivery was placed at the express delivery station in the community. The community was relatively large because the station said that it could deliver goods to users again, so he chose to deliver goods to the door, but after waiting for a long time, he did not come to the door. In the end, he went to the station to pick up the goods, which was faster than going to the door. Some consumers also say that when family members buy goods online, the machine customer service calls and says that the goods will be delivered to their homepage immediately, so it is not convenient to sign for them? The family answered conveniently, and then waited at home. After several hours, they didn't hear the express knocking on the door. Fortunately, they opened the door and found that the express delivery had been placed quietly at the door. Later, e-commerce also asked consumers to comment: Is the delivery staff available for home delivery? "This is delivered to the door, but I just didn't know it if it was taken away." The consumer was a little helpless. If it was for contactless service, he should knock on the door and inform him.
express delivery has flown into thousands of households, facilitating the lives of hundreds of millions of people. In 2021, my country's express delivery business volume exceeded 100 billion for the first time. As the scale of this industry develops, everyone's attention has further focused on service quality, and express delivery has always been the voice of consumers. The draft for soliciting opinions on the "Prompt Market Management Measures (Revised Draft)" issued by the State Post Bureau pointed out that enterprises that operate express delivery business shall not confirm receipt of express delivery on their behalf without the consent of the user, and shall not deliver express delivery to express delivery terminal service facilities such as smart express boxes and express service stations without authorization. The proactive delivery of express delivery has become a consensus among more and more enterprises and practitioners. While
has improved the overall service when delivering goods to the door, the above examples cannot represent all the situations. Different companies and specific services will also differ, but at least it has been revealed that after express delivery to the door, the terminal is not perfect. Door delivery is certainly very necessary for users, and the starting point of various regulations and improvement measures is nothing more than ensuring the safety and convenience of express delivery. After all, users' knowledge and recognition are also very important. Promises like "If you don't get a express delivery, you will lose money" are good things and have also received praise. However, you should know that the ultimate goal is not to pay, but to ensure the quality of service. Regarding this, I believe that express delivery companies, couriers and users all agree with each other. The couriers work hard to come to the door. As a user, I believe it is not for the sake of harshness, but for a good intention. After all, if you communicate in a timely manner during the door-to-door process, if there is not only the delivery, but also the speed and temperature, if you can sign in person and say thank you... On the one hand, the courier's labor can be recognized, and on the other hand, the users will be more at ease.
here, you might as well make some kind reminders: on the necessary premise of ensuring the quality and safety of express delivery services, safeguarding the legitimate rights and interests of users and express delivery practitioners, and taking relevant measures for epidemic prevention and control, on the "rigid" bottom line of home delivery commitments, the key to ensuring the door-to-door delivery experience should also be strengthened, including personalized and refined terminal services, especially timely communication and reminding consumers such as the elderly and lack of mobility, and respecting consumers' willingness to sign for them, so that users can be convenient and at ease. Express delivery companies and e-commerce companies can pay more attention to and continue to understand the needs and suggestions of end users and couriers, and promote home delivery to make it more common and in place. With sincere commitment and careful service, the future of the express delivery industry will definitely be better.
Commentator Xue Bei
Proofreading Tao Shangong
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