The usage rate of smart express box decreased by 6.5%, and the number of “used” increased.


Intelligent express box is being put into use on a large scale, and the situation of “being used” and “being signed” is becoming more and more serious. On August 2, the State Post Office released the results of the survey of express service satisfaction and the test of time-limit punctuality in the second quarter of 2019. According to the data, 25.3% of the respondents used smart express boxes to receive express mail this year, down 6.5% from the same period last year; 71.1% of couriers would obtain the user’s consent before using smart express boxes, down 5.2% from the same period last year. The situation of “being used” smart express box has increased. Balancing the interests of business outlets, couriers, users and other parties can solve the above dilemma.
Declining Satisfaction
Public satisfaction is one of the criteria to measure the quality of express delivery enterprises. The survey shows that in the second quarter of 2019, the public satisfaction score of user express service was 78 points, down 0.1 points from the same period last year. In addition, in terms of dispatch service, the satisfaction of dispatch service was 82.8 points, up 0.6 points from the same period last year. The pre-appointment satisfaction rate was 82.0 points, down 0.2 points from the same period last year.
The survey focused on Intelligent express box service, express collection point service and fresh distribution service. In terms of smart express box service, 25.3% of respondents used smart express box to receive express mail this year, down 6.5% from the same period last year; 71.1% of couriers would obtain user’s consent before using smart express box, down 5.2% from the same period last year.
The above data show that the “use” of consumer express cabinets has increased. According to the analysis, express companies should strengthen user communication before using intelligent express box to deliver. At the same time, 82.5% of the respondents had experience of receiving express mail at express collection point, an increase of 8.4% over the same period last year.
Rectification in progress
Since the express cabinet entered the terminal market, it has gained the recognition of a large number of consumers by virtue of its flexibility, safety and convenience. But there are also many problems. For example, illegal charges, wrapping into express cabinet without user’s consent, etc.
For the above shortboards, the State Post Office will concentrate on cleaning up the illegal charges of express terminal services in August. According to the State Post Office, in cooperation with e-commerce, we should clearly inform the depth of delivery service and agree on practical delivery methods, and not exceed the scope and depth of actual service capacity commitment. We should also strengthen the management of format contract and price, and specify the delivery depth, delivery mode and price standard in the terms of format contract.
In addition, in the process of terminal delivery, the express should be delivered to the agreed address in accordance with the law, except for other modes of delivery agreed upon through consultation with the recipient. And we should refine the network management, coordinate regional differences, optimize the payment mechanism, reduce the pressure of express terminal operation, and realize the sustainable operation of express terminal.
For the above policy, Beijing Business Journal reporters interviewed some franchised express delivery enterprises, in which the relevant person in charge of a franchised express delivery enterprise said that the enterprise would strictly abide by the national policy and cooperate with the relevant departments to carry out the clean-up work. “In fact, the company now expressly stipulates that couriers should not put packages into express cabinets without the consent of consumers. For non-compliance with the provisions of the network and express headquarters will also be punished accordingly. He said that if consumers encounter related problems, they can complain to the headquarters outlets or couriers.
Balancing the interests of all parties
In fact, the construction of terminal outlets has greatly improved the efficiency of distribution, and consumers are gradually adapting to more diversified forms of distribution. According to Zhao Xiaomin, an expert on express delivery, express cabinet is an important part of terminal distribution. However, in the process of development, the interests of all parties should be taken into account. It should not be charged mechanically from consumers or couriers to avoid transforming terminal equipment into a burden.
“In order to solve the problem of no notification of delivery, the headquarters of express enterprises need to fully consider the interests of market outlets, courier incentives and other situations, so as to achieve the relative balance of interests of all parties.” Zhao Xiaomin further explained that his franchise express delivery price is too low at this stage. For the sake of market share, major enterprises continue to reduce the express delivery price, so that this part of the cost pressure is transferred to the various outlets, thus squeezing the profits of the outlets. The outlets transfer this part of pressure to the courier, forming a vicious circle. The above situation results in the courier not informing consumers and choosing the way the recipient pays to deposit the goods in the courier cabinet.