新华视点｜快递“送件上门”如何更好落地？

Core Viewpoint - The article discusses the challenges and consumer complaints regarding the delivery of packages to homes during peak shopping seasons, particularly around "Double 11," highlighting the need for better implementation of home delivery services in the express delivery industry [1][2]. Group 1: Consumer Experiences - Many consumers report that despite requesting home delivery, their packages are often left at pickup stations or lockers, leading to frustration [1][2]. - A significant number of complaints regarding "non-home delivery" have been recorded, with nearly 700 complaints on the Black Cat Complaint platform, primarily about large items not being delivered and lack of prior notification [2][3]. Group 2: Delivery Challenges - Delivery personnel face high volumes of packages, with one courier stating they handle over 700 deliveries daily, which can exceed 1,000 during peak times, making home delivery impractical [3]. - The competitive nature of the express delivery industry has led to low profit margins, causing companies to limit manpower at delivery points, which affects service quality [3][4]. Group 3: Systemic Issues - The lack of effective communication between e-commerce platforms and delivery services results in delivery personnel defaulting to the easiest option, which is often leaving packages at pickup stations [4][5]. - Many e-commerce platforms do not provide options for consumers to select their preferred delivery method, leading to reliance on notes that may not be seen by couriers [4][5]. Group 4: Recommendations for Improvement - Experts suggest that regulatory bodies, delivery companies, and e-commerce platforms need to collaborate to enhance home delivery services and address consumer complaints effectively [6]. - Delivery companies should standardize service protocols and improve management of delivery personnel to meet diverse consumer needs [6][7]. - Technological advancements should be leveraged to create a more user-friendly delivery environment, including better communication of delivery preferences from consumers to delivery services [7].