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快递价格涨 服务也得涨

2017-05-24 14:02:28   

近期,快递可能涨价的消息传得沸沸扬扬。起因是有媒体获悉,圆通、申通、中通、韵达、百世汇通、天天快递从6月1日起,将快递派送费在原有基础上上调0.15元/票。虽然企业上调派送费并不直接等同于消费者要多付费,但羊毛出在羊身上,上涨的费用最终会不会转移给消费者,是大家普遍担忧的问题。

客观而言,快递派送费上涨有其不得已的客观理由。快递小哥很辛苦,虽然之前网络有传言他们月收入过万,但实际远远没有传言美好。据中国物流与采购联合会发布的《2017年中国电商物流与快递从业人员调查结果》,超过七成的快递小哥月平均收入在3001元至5000元。正是因为收入相对较低,今年春节后就盛传很多快递小哥转行,变成外卖小哥。快递企业要稳定基层的快递小哥,尽量提高他们的收入是硬道理。

天下没有免费的午餐,要想接受更好的服务,就要承担相应的价格。这样的道理,消费者都懂。这一次的快递涨价传闻之所以引发担忧,很重要的原因不是涨价本身,而是“集体涨价”这样的抱团行为。虽然在专家看来,这种抱团涨价可能还称不上垄断行为,但如果有一天快递行业的大半江山都涨价,那就意味着消费者没有太多可选择的余地。无论快递企业的服务有没有提升,消费者都只能被动接受涨价的事实。这是值得警惕的情形。

换言之,涨价如果是竞争的需要,是提高服务的需要,企业真正能够通过提高一线快递小哥的收入,让消费者享受到更快、更安全的服务,那么消费者最终都能理解。但是,如果涨价变成一种准垄断行为,只要几大快递企业抱团,遇到问题就通过涨价转移成本,那最终消费者“赔了夫人又折兵”,快递就可能变成又贵又让人操心的事。

所以,快递企业如果想把适当涨价变得名正言顺,最需要考虑的是提高自身服务的性价比。未来,如果真的把上涨的派送费转嫁到消费者身上,就要考虑如何提供更高性价比的服务。消费者对于快递的核心要求是快和安全。市场早就证明,快递企业只要在这两方面有提升,即便是价格高一些,还是能得到消费者的认同。像任何商品一样,价格高低从来都是相对的,只要消费者满意度高,适当涨价就不是什么大问题。

最近,快递行业还有一件比较受关注的事几大快递公司要在全国范围内推广“隐私面单”服务,今后用户收到的包裹面单上,手机号码不再完整显示。在保护用户隐私方面,这一举措的实际效果有待观察,但至少说明在如何更好保护消费者隐私、提升消费者满意度上,快递企业还有很多功课可以做。只要在这些关键问题上有所突破,快递企业即便涨价,可能也不会遭到激烈的舆论反弹。

(作者:敬一山 原标题:快递价格涨 服务也得涨)

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