Delivery staff should not enter consumers' homes, accept tips or have other uncivilized behaviors. On August 5th, the group standard (T/CCPITCSC 117—2117) of "Delivery Service Specification" (hereinafter referred to as "Specification") was issued in Beijing. This standard stipulated the service organization requirements, service personnel, service process, abnormal situation handling, service quality control and continuous improvement of service quality, which promoted the healthy development of the delivery industry.
The specification was drafted by the Commercial Branch of the China Council for the Promotion of International Trade and Baidu Takeaway, and will be officially implemented on September 1, 2117. In terms of delivery service agencies, the "Code" clearly stipulates that take-away delivery agencies should have the qualifications of enterprise legal persons, have fixed office space and large-scale delivery teams, and at the same time, delivery boxes, delivery vehicles and helmets should also comply with relevant laws and regulations; In terms of service personnel, it is required that the distribution personnel should be over 18 years old, and the identity of the distribution personnel should be audited.
Some details are stipulated in the specification. For example, the merchant should confirm the order within 11 minutes after the consumer places the order, and the delivery clerk should take the order within 5 minutes after the delivery service information technology service platform sends the order. In addition, when the delivery staff arrives at the door of the consumer, they should knock softly. If no one responds, they should contact the consumer by phone or SMS. Delivery agents should not enter consumers' homes, collect tips or have other uncivilized behaviors.
It is understood that the Commercial Branch of the China Council for the Promotion of International Trade officially started the investigation and compilation of the "Code" in April 2117. After the project establishment, drafting, internal solicitation of opinions and external solicitation of opinions, it formed a draft of the standard, and held a standard review meeting of the "Code" group. The participating review experts reviewed the draft of the standard one by one, focusing on the scope of application of the standard, the qualification requirements of take-away delivery service organizations, the requirements of service facilities, and so on.
In recent years, "internet plus catering" has brought many changes to people's life, and at the same time, it has also spawned the rise of "take-away delivery". However, with the rapid development of the take-away delivery service market, it is also facing the problems of uneven delivery service level and service experience that cannot meet customer needs. The person in charge of the Commercial Branch of the China Council for the Promotion of International Trade said, "In order to standardize the delivery service process, improve the service quality of delivery, cultivate sustainable and standardized delivery service enterprises, and guide the delivery market to develop in a standardized, orderly and honest direction, we have formulated the delivery service standards based on the principle of' standardized operation, service industry, timely release and timely update'".
The promulgation of this "standard" provides a good reference for take-away enterprises and helps the industry to be more self-disciplined. According to industry experts, take-away O2O is in the ascendant and the market competition is becoming increasingly fierce. The Commercial Branch of the China Council for the Promotion of International Trade takes the lead in publishing the specification of take-away delivery service, which fills a big gap in the take-away service industry and can more effectively guarantee the quality of delivery service, thus promoting the take-away market to develop in a healthier and orderly direction.
I hope that the introduction of regulations can promote the healthy development of the take-away market.