As the consumption peak season of new year's day and Spring Festival approaches, freight transportation also ushers in a peak.
Wang Zhubing, a truck driver who has been driving for 18 years, still remembers a freight dispute last month.
On November 5, he pulled three trucks of petroleum coke from Quanzhou, Fujian to Nujiang, Yunnan, more than 2500 kilometers. After it took three days to reach the designated factory, the owner of the goods was reluctant to settle the originally agreed freight of 50000 yuan.
Fortunately, through the intervention of the online goods search platform, Wang Zhubing, 45, finally got the hard money in just over a day.
In recent years, the platform economy has developed rapidly, and the new employment form has become an important channel for workers to increase their employment and income. Flexible employment groups such as online truck drivers and takeout boys have increased significantly.
In the field of road freight transportation, according to incomplete statistics, 70% of truck drivers use the freight platform app to realize goods search related services.
The diversified goods scattered all over the country are connected between the owner and the driver through the platform. However, due to the difficulty of standardization in the freight industry, many disputes have been accompanied.
"Combing the driver complaints on the platform, we found that the disputes over deposit, freight and emptying fee ranked high." Zhang Wenkai, who works in the customer experience Department of manbang group, said that the company launched the "all-round guarantee" service for drivers a year ago, including "freight must be recovered", "empty must be compensated" and "deposit must be guaranteed".
In May this year, the company also established a customer experience division. In addition to increasing customer service personnel, the company also announced the establishment of a guarantee fund of 100 million yuan for the bottom protection of the whole transaction scenario, so as to better resolve the contradictions between shippers and drivers in the transportation process and promote the healthy development of the logistics industry.
"The 'all-round protection' we launched is a very important service for the platform to safeguard the rights and interests of workers." Wang Zhenghong, chief customer officer of manbang group, said, "covering the bottom of the compensation is not a way once and for all. In the future, we will focus on the construction of credit system and the continuous enrichment and improvement of platform rules."
According to the data, by the end of November, the "all-round guarantee" had guaranteed 5.81 million drivers and 810000 cargo owners, assisted drivers in recovering 530000 freight orders and 780 million yuan. The compensation guarantee efficiency has also been improved from 24 hours to 2 hours, the customer complaint rate has decreased by 21%, and the customer satisfaction has increased by 17 points.
"While facing more opportunities and challenges, we are also more deeply aware of the responsibility and mission of the platform, especially at the level of user group care. We have made a lot of exploration and efforts." Zhang Hui, chairman and CEO of manbang group, said that in the past year, in addition to establishing a customer experience department and strengthening the "all-round guarantee" project, the enterprise also established a public welfare foundation, continued to hold truck driver's day, and adhered to the original intention of "making highway logistics better".
The active performance of the main responsibility of platform enterprises is inseparable from the supervision and guidance at the government level.
In July this year, eight departments including the Ministry of human resources and social security issued the guiding opinions on safeguarding the labor security rights and interests of workers in new forms of employment. Subsequently, specific measures have been put forward in many subdivided fields such as online catering and transportation.
In view of the problem of freight arrears, which is strongly reflected by drivers and the most prominent contradictions and disputes, the political and legal department in Guiyang, where manbang group is located, also cooperated with enterprises to establish an Internet people's mediation committee. From June 1 to December 20 this year, the Committee has mediated 2992 cases, and 2176 cases have been successfully mediated, with a success rate of 72.7%.
In October this year, the Ministry of transport and other 16 departments jointly issued the opinions on strengthening the protection of truck drivers' rights and interests, which once again stressed the need to standardize the business behavior of new online freight formats, including urging platform enterprises to fully listen to the opinions of platform drivers and reasonably determine and adjust algorithm rules.
"I believe that with the promulgation and implementation of the opinions and relevant policies, it will accelerate the solution of the problem of 'urgent difficulties and expectations' faced by truck drivers, effectively enhance the majority of truck drivers' sense of employment acquisition and professional belonging, and play a positive role in promoting the healthy, stable and high-quality development of the industry, comprehensively supporting and ensuring economic and social development." At the relevant press conference, Vice Minister of transport Wang Yang said.
