Deliver express "throw it away and run" and "sign at the door"; Without consent, the express is placed in the express cabinet or express point; Before receiving the express, the order shows "signed in"; If you don't look at the logistics, the express will miss the "seven day no reason to return" period in the express cabinet... Have you ever encountered such embarrassing situations? The rapid development of online shopping has greatly promoted the development of express business. According to statistics, the annual business volume of express delivery in China exceeded 100 billion for the first time in 2021. For many people, express delivery has become an indispensable part of life, but the disputes and troubles caused by "fast but not delivery" have also become the trouble of many consumers in "buying". Recently, the State Post Office publicly solicited opinions on the measures for the administration of the express market (Revised Draft), and clarified the end delivery service specifications of the express industry: "without the consent of users, express shall not be confirmed to be received, and express shall not be delivered to intelligent express boxes, express service stations and other express end service facilities without authorization", "If the circumstances are serious, the maximum penalty is 30000 yuan". The service of express delivery industry is "door-to-door" service. The income of express delivery personnel is mainly piece work and more work. In addition, express companies also have huge operation and management costs. From this calculation, whether considering efficiency or benefit, the time cost and efficiency of sending express into the station and cabinet are lower and higher than sending them one by one. The express cabinet and express site also provide convenience for consumers who can't sign in face. But this does not mean that couriers can "default" to equate terminal service facilities with door-to-door delivery. In the 10 years from 2011 to 2021, the express business volume increased by 26.2 times, while the number of couriers increased by less than 5 times. The "last mile" distribution problem in the express industry has always been an industrial problem. The "last mile" express delivery and cost have always been in a fragile balance. However, the fact that the express industry is still developing and latecomers continue to join shows that there is still room for market price competition in the express industry. But in any case, the foundation of the development of the express industry lies in the "door-to-door" service standard. Without this foundation, the healthy development of the express industry will be unsustainable. At present, China's express delivery volume has reached an average of 30000 pieces a day. Facing such a huge volume of express delivery business, it is urgent to solve the distribution problem of "the last kilometer". In this sense, the introduction of the measures for the management of express market (Revised Draft) is timely and necessary - it not only standardizes the delivery standard of "the last kilometer" between express personnel and consumers, but also forces express enterprises to improve service standards, optimize business models and incentive mechanisms for express personnel. Of course, in reality, there are many cases where disputes can not be resolved after dialing the complaint phone of the express company, and few people will go to court with the express company for a express. The high cost of safeguarding rights makes many consumers have to give up their rights and interests. Therefore, it is particularly important to resolutely implement, implement, supervise and solve the "last mile" provisions. To solve the problem of "the last mile" in the express industry, the introduction and implementation of the express market management measures (Revised Draft) is an opportunity. Express enterprises should take this opportunity to tighten service standards, ensure service quality, and reform and improve the business assessment mechanism for express personnel, Improve the proportion of delivery completion of the "last kilometer" in the performance evaluation - these are not only related to the vital interests of express delivery personnel, but also determine their service quality. (outlook new era)
Edit：Yuanqi Tang Responsible editor：Xiao Yu
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