Why is the express service getting worse and worse? Senior courier told you?

Do you think the express service is getting worse and worse in recent years? I still remember that a few years ago, the courier brothers were all delivered to the door with a smile, and now there is almost no door-to-door service. Express delivery is either placed in the express cabinet or in the post office. Sometimes, without notice, even the goods have not been received. Even the inexplicable signing is irritating; The contradiction between the customer and the courier brother is becoming more and more acute, and quarrels and conflicts occur from time to time; It's getting harder and harder to claim compensation for the damage and loss of express delivery. I believe many people feel this way.

I have been engaged in the express delivery industry for nearly 20 years. It can be said that I have witnessed the state of the express delivery industry in China from the beginning to the development, from the development to the peak, and then to the present. At present, the overall state of express delivery is slightly better than in previous years, basically forming the situation of SF Express, Postal Service, Debon, Tongda Department (rookie department: Zhongtong, Tong Yuan, Shentong, Dayun) and Debon. Compared with previous years, there are more express delivery companies, and the state of vicious competition is slightly better.

The service level of express delivery industry, especially Tongda, is getting worse and worse, which is directly related to the vicious competition in the industry; It is obviously unfair to let the courier bear this responsibility!

Let's cut to the chase and stop talking.

I believe that online shopping is a way of shopping that we can't live without, especially for office workers. Almost all items are realized through online shopping, saving time and spending more time with the elderly and children at home. The rapid rise of online shopping and e-commerce also played a role as a propellant for express delivery; On the contrary, the development of the express delivery industry has also made e-commerce companies feel like a duck to water, and their business is getting more and more prosperous; The amount of online shopping doubled. If you look at the data of the Double Eleven over the years, you will see this amazing data!

Last year, in 2020, Tmall's double eleven logistics orders exceeded 232 1 100 million pieces, which is about equal to the total domestic express delivery in 20 10.

On the one hand, the rapid growth of parcel volume is very gratifying, but various problems follow.

First, the gambling agreement between e-commerce and express delivery companies-exchanging quantity for price is not a win-win situation, but a serious deterioration in profits; At the same time, it has brought serious "sequela" to the courier company, which has seriously affected the service quality.

1. In order to occupy a place in the market or gain a larger market share, large and small e-commerce companies have carried out fierce market competition, dazzling promotions, and desperately pushed down prices to get more orders and maximize profits. Among many costs, the cost of logistics and express delivery eats up a considerable part of the profits of merchants. You may have suspected that merchants can still make money by selling things for a few dollars. There are many roads in it. Today I only talk about express delivery. Because the cost of express delivery eats up a considerable part of profits, merchants have to blindly reduce the freight rate in order to get the lowest freight rate, so that the goods sold online will have more price advantages than others in order to get the most orders, and even some merchants only earn freight, which is nothing new; On the other hand, in the face of the depressed prices of merchants, courier companies can only passively defend and propose a gambling agreement of "price for quantity" to merchants. That is to say, if you want a lower price, you must give me more courier quantity. Many courier companies have clearly defined the "ladder" price when quoting to merchants, that is, what kind of courier volume corresponds to what kind of freight! In short, the larger the quantity, the lower the price; This is a vicious circle, and profit-driven is the only driving force. As a result, consumers are dissatisfied with the purchased goods and express delivery services.

2. The rapid growth of express delivery volume is the direct cause of the decline of express delivery service level, and the "sequela" is becoming more and more serious.

At present, the workload of the courier is almost saturated (even if it is not delivered to the door). Sales staff of Tongda Express Company (Zhongtong, Tong Yuan, Shentong and Dayun) now deliver about 300 packages per person every day. If these express parcels are delivered to your door, it is impossible to complete them!

Even if everyone delivers 300 packages a day, how much can the courier earn?

In Tongda Department, the delivery fee of courier is generally 1.0 yuan/ticket (with the increase of business volume, the delivery fee of each courier company is also plummeting, and it is said that it has recently increased by 1 dime). 300 orders a day, gross income in 300 yuan, but the courier has its own costs, the biggest cost is the post station and courier cabinet, with an average of about 0.5 yuan per ticket. At present, the courier's delivery volume to the courier cabinet and postal station accounts for about 70% of the total express parcel volume, which means that the courier pays the postal station and courier cabinet about 300 1 70% 0.5 105 yuan every day. Excluding these expenses, the courier left 300 yuan-105 yuan = 195 yuan. According to this calculation, it is about 4500 yuan a month.

If you want to make more money, you have to send more packages, such as 400 or even 500 packages a day, and you can earn more than 8 thousand a month. But delivering more than 400 packages a day is completely beyond the normal labor level. In this case, door-to-door delivery is almost impossible.

3. Why doesn't the courier company recruit more people?

The personnel reserve of the courier company will keep a balance with the number of pieces. There are many people and few pieces, and their natural income is low, so they can't afford to support people at all. Now the minimum standard is 300 sheets/day/person; If there are fewer people and more pieces, there will be a warehouse explosion, and the express mail will be overstocked and cannot be sent out! You haven't noticed that it is not uncommon for express outlets everywhere to explode every year. If you find that your express logistics information has not been updated for a long time, it means that it is likely to explode.

Secondly, the hard work and strict refined management in the express delivery industry make many people afraid, and only a few can survive, most of them are old, weak and sick.

Many courier companies are notoriously punished: any problems of couriers will basically be reflected in fines, especially complaints about service attitude. Fines start from a few hundred yuan, and serious ones will reach thousands of yuan!

Express delivery companies are under great service pressure, but they will all rush salesmen in the form of fines. Basically, they won't ask questions indiscriminately, and they will be punished if there are problems. Therefore, the monthly fine will reduce part of the courier's income. According to statistics, a courier company's annual fine is as high as hundreds of millions of yuan, which can't help but make people stunned!

With such a high fine, has the service level come up? Obviously, it is still not possible, because the number of complaints has been rising.

Based on the above reasons, the recruitment of personnel in express delivery companies has become a "cancer", which is almost incurable. To go to any courier company, the shortage of personnel is the first difficulty for the courier company.

Second, the low-price competition among peers among express delivery companies is also an important reason for poor service.

In order to develop and retain more customers, price reduction is the most direct and effective way for express delivery companies, so low-price competition emerges one after another. Recently, the single-ticket express fee in Yiwu even fell below 1 yuan! There are many well-known courier companies, such as a courier company, and there are also courier prices within 5 yuan, which is incredible!

How much can a courier get at such a low price, excluding the necessary costs of the company?

Can't let the horse run away and stop eating grass?

Summary:

The vicious competition of low price in the industry, although the number of express parcels has surged, the overall profit rate of express delivery companies has continued to decrease, and the delivery fee for dispatchers has continued to decline. In order to get high income, they can only deliver goods desperately and work overtime, which leads to the continuous decline of service quality; Under the pressure of customers and companies, couriers are becoming more and more unstable and there are more and more contradictions with customers. So how to solve these phenomena?

Looking forward to the arrival of the post-express era in China.

As can be seen from the above, the low profit of the entire e-commerce online shopping leads to the low profit operation of the entire express delivery industry chain, and customer satisfaction continues to decline. It is inevitable for the express delivery industry to rectify and grade.

1, the express delivery industry needs to be rectified urgently, and it is imperative to put an end to vicious market competition. Many express delivery practitioners have voiced that the express delivery industry can no longer compete wildly and disorderly.

2. Classification of express delivery industry

Personalized services for different customers, such as door-to-door service, are separated from ordinary express delivery. If you need to go to the door, you need to pay separately.

3. Accelerate the layout of community express outlets: there are express outlets in the markets such as Cainiao Inn, Tong Yuan Mama Inn and Zhongtong Tuxi Supermarket. Although it has developed rapidly in recent years, it still cannot fully cover the living community, and it is necessary to speed up the delivery.

4. Other courier assistance means: SF's express assistance facilities, such as beehive express cabinet, rookie express cabinet, honey pot of Dayun, Jingdong express cabinet and postal express cabinet, need to be encrypted, and residential properties should appropriately relax their occupancy conditions to provide convenience for residents.

5. The wages and benefits of couriers must be effectively guaranteed in order to attract more people to join the express delivery industry and ensure a sufficient number of express delivery employees.

With the development of society, consumers have gradually recognized the delivery of express cabinets and post stations from the initial rejection and conflict, which is the recognition of improving social labor efficiency and the recognition of the express delivery industry. However, for pregnant women, the elderly or other people with physical defects and mobility difficulties, courier companies still have to treat them differently.

Finally, the courier is not easy. He is a member of the social service army. Not all courier brothers are of low quality. At the same time, not all consumers are high-quality personnel. The completion of the whole express delivery needs mutual understanding and cooperation.

I hope our express delivery will become more and more Ok in the future!

The above views only represent the author's personal views. If there are similarities, it is purely coincidental.

Welcome to pay attention to communication. I am willing to answer your express delivery question. Thank you.