新华视点丨快递“送件上门”如何更好落地？

Core Viewpoint - The article highlights the challenges faced by consumers regarding last-mile delivery during the "Double 11" shopping festival, where many packages are not delivered to homes as requested, but instead left at pickup stations or lockers, raising concerns about service quality and consumer satisfaction [1][2][3]. Group 1: Consumer Experiences - Many consumers report that despite requesting home delivery, their packages are often left at pickup stations, leading to frustration and inconvenience [2][3]. - A significant number of complaints regarding "non-home delivery" have been recorded, with nearly 700 complaints on a consumer complaint platform, primarily about large items not being delivered and lack of prior notification [6][8]. Group 2: Delivery Challenges - Delivery personnel face immense pressure during peak times, with one courier stating they handle over 700 packages daily, which can exceed 1000 during busy periods like "Double 11" [8]. - The competitive nature of the express delivery industry has led to reduced profit margins, causing companies to limit staffing at delivery points, which impacts the ability to deliver packages directly to consumers' homes [8][10]. Group 3: Regulatory and Operational Issues - The new "Express Delivery Market Management Measures" effective from March 1, 2024, prohibits companies from delivering packages to lockers or stations without user consent, yet violations are still common [3][10]. - The lack of effective communication between e-commerce platforms and delivery companies regarding consumer delivery preferences contributes to the issue, as many consumers' requests are not adequately captured or relayed [10][12]. Group 4: Recommendations for Improvement - Experts suggest a collaborative approach involving regulatory bodies, delivery companies, and e-commerce platforms to enhance last-mile delivery services [11][12]. - Recommendations include improving consumer complaint channels, standardizing service quality across delivery networks, and leveraging technology to create a more user-friendly delivery environment [12][13].