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中消协公布调查报告:半数快递网点暴力分拣

2017-06-09 09:41:35   中国经济网

原标题:半数快递网点暴力分拣

6月8日,中消协公布调查报告,近半数快递网点存在“暴力”分拣情况,对物品抛扔脚踢(50.0%)和从高处直接将货品扔到地面上(38.0%)的现象仍较多存在;16.1%的快递件有“内伤”,但由于外包装完整,无法获得赔偿。

据了解,2016年12月份至2017年3月份,中消协通过寄递杂志、水果、餐具等3类物品,体验了国内部分快递公司(顺丰、中通、圆通、申通、韵达、EMS、宅急送、德邦、天天、百世)的服务,并随机选取部分城市快递网点展开暗访。

总体来看,快递行业服务状况并不理想,在10家被体验的快递公司中,排名第一的顺丰总评分也仅为83分,是唯一一个达到良好水平的企业。德邦、百世高于行业平均分,其余7家快递公司得分均低于行业平均水平,其中垫底的是韵达和天天两家快递公司。

在消费者看不到的派件(网点)环节,情况最不乐观。根据调查取证数据分析,派件网点的货品堆放情况相对较差,只有51.5%的网点能够基本将货品放置在室内,拥有室内有货架摆放货品的更是只有14.9%。由于普遍存在网点环境杂乱、货品摆放较乱、工作人员随意抛扔快递件等,除顺丰达到中等水平、德邦超过及格线以外,其余公司的综合评分均在及格线以下。

因暴力分拣较多,物流环节较长,存在磕碰挤压等现象,快递包裹交到消费者手中的状况并不理想——虽然92.1%的收件包装并未破损,但包装内快递物的完整率却只有83.9%,意味着16.1%的快递件有“内伤”。

但是,由于快递行业外包装完整就免责的“行规”,消费者和商家很难找快递企业赔偿。据中消协商品服务监督部主任皮小林介绍,调查过程中,体验员就快递物品破损、包装破损、快递延误等问题,向10家快递公司发起了57次投诉,47.4%的投诉能够在半小时内得到反馈。在有反馈的投诉中,仅有51.0%得到某种形式的解决或处理。

对于消费者感受最直接的收件环节,除顺丰和德邦的评分超过良好水平线之外,其余8家公司的收件环节体验评分在75分至77分的中等水平之间,彼此差异不大。在消费者最关心的快递时效上,各快递公司中,平均投递时间最短的是顺丰,每份快递件投递完成只需1.8天,其中同城仅需0.7天,异地2.8天。

此外,在调查中顺丰会对快递件实行二次包裹、快递员上门最为迅速、服务态度也较好,在各项调查中几乎都取得了第一,已经形成了品牌溢价。因此,即使其价位较高,消费者也愿意选择顺丰。这也提醒其他快递企业,必须要尽快优化网点设置、提升服务标准、完善评价机制,通过强化内部考核、引入外部监督,不断发现和改善服务中存在的问题,切实提升企业服务消费者的能力。

(责编:贾兴鹏、杨曦)

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