Core Viewpoint - The rapid development of China's online freight industry has led to a growing market size, prompting the Jiangsu Consumer Protection Committee to conduct a consumer survey to protect the rights of consumers and industry workers, and to promote standardized industry development [1] Survey Overview - The survey utilized a combination of questionnaire surveys, interviews, order experiences, and public opinion data analysis, collecting 645 valid online questionnaires and conducting interviews with 6 consumers [3] Survey Results Pricing Mechanism - Consumers prioritize "transportation price rationality" when choosing platforms, with 80% considering it the most important factor; 15.7% of respondents found the freight calculation method unclear, indicating issues with price ambiguity and hidden fees [4][5] Consumer Perspective - The lack of transparency in pricing and ambiguous additional costs are significant issues; platforms often present freight as a fixed or estimated price without clear breakdowns, making it difficult for shippers to understand pricing logic during decision-making [5][8] Driver Perspective - Disputes over commission and fee structures are common; platforms like Huolala use a tiered membership system with varying commission rates, while Kuaigou has announced reforms to eliminate dual charging models [13][14] Service Quality - Issues with service quality include delays in delivery (14.3%), difficulties in contacting drivers (11.4%), and instances of damaged or lost goods (11.4%), indicating a need for improvement in service timeliness and safety [20] Dispute Resolution - The dispute resolution process is inefficient and often biased, with platforms favoring one party in disputes; both shippers and drivers report difficulties in asserting their rights due to complex processes and lack of timely responses [21][22][23] Recommendations - The survey indicates that consumers believe the most critical improvements for freight platforms include fee transparency (62.9%), optimization of dispute resolution mechanisms (44.3%), and enhanced driver qualification checks (41.4%) [24] Industry Development Suggestions - Platforms should take responsibility for optimizing services and rules, focusing on transparency and standardization to reduce disputes [26] - Regulatory bodies need to enhance oversight and establish a comprehensive regulatory framework to protect consumer and driver rights [27] - Users should improve their awareness of rights and actively safeguard their interests by verifying pricing rules and documenting communications [28]
江苏省消保委发布调查报告！货主、司机“有话说”→