Overtime and bad reviews will no longer be deducted. Will Meituan’s new rules be more friendly to riders?

Timeouts, bad reviews, complaints are an "overwhelming weight" for riders because they pose a direct threat to revenue.

In September 2020, a CCTV financial reporter interviewed Meituan’s special delivery riders on the issue of fines. Overtime deductions are settled monthly by each site. If the monthly on-time rate is less than 98%, 0.5 yuan will be deducted for each order; Complaints are based on the number of complaints. A negative review will be deducted 50 yuan. Complaints will be dealt with according to the situation. Serious deductions will be made of 500 yuan.

Such a simple, crude and terrifying approach may be gone forever.

On the afternoon of March 3, the “Meituan Takeaway Subscription Account” released the “2021 Meituan Rider Rights Protection Social Responsibility Report” , one of which is to adjust the rider service evaluation rules.

The new evaluation rules are called "Service Star Evaluation System" and have been piloted in 15 cities including Shaoxing, Taiyuan and Kunming.

In general, the handling of riders receiving negative reviews and overtime has changed from "deductions" to a more gentle "plus and minus points" incentive mechanism.

▲ Picture from: Meituan

On top of the basic points, riders can get extra points for completing delivery services, participating in safety training, and having exemplary deeds.

Conversely, points will be deducted appropriately for behaviors such as overtime, bad reviews, and early delivery.

In addition, when a rider encounters a bad review that is difficult to be held accountable, if the past service quality record is excellent, there is a chance to be exempted from liability; riders who run orders for a short time can also get a certain number of opportunities to be exempted from points deduction; in extreme weather, it will be cancelled by default All deductions.

▲ Picture from: Meituan

In terms of bad reviews and complaints, Meituan sorted out more than 30 abnormal scenarios and common problems, such as inability to contact users, bad weather, and overweight products, for riders to report easily.

In the end, the bonus points, deduction items and basic points together constitute the rider's "monthly accumulated points".

"Full-month accumulated points" will be ranked at a single site, and the ranking determines the rider's service star. The partners will give corresponding rewards to the riders according to the service star of the month. The higher the star rating, the more extra rewards per order.

▲ Picture from: Meituan

According to the official Meituan, the revision of the evaluation rules is to reduce the impact of accidental situations on riders’ income, reduce the pressure of distribution, and ensure the safety of distribution.

On the one hand, it has changed the management method of "one penalty for one thing" in the past. Riders can make up for the penalty points after violations, reducing the pressure of distribution; on the other hand, it has strengthened the positive incentives for riders and improved comprehensive service quality.

In the pilot city of Shaoxing, nearly 80% of riders were satisfied with the new evaluation rules, and the delivery experience was improved. At the same time, user-related indicators such as on-time delivery rate and bad review rate also remained stable.

▲ Picture from: Figure Worm

In a report from Chinanews.com , Zhang Linghan, an associate professor at the University of Science and Technology Beijing, gave a positive comment:

Scoring consumer services is the legitimate right of consumers, but there are inevitably some unreasonable evaluations caused by accidental circumstances.
How to protect the rights of consumers on the one hand, and ensure that the legitimate rights and interests of riders are not accidentally injured, requires the joint efforts of all parties. In the algorithm rules, more room for fault tolerance is reserved for riders, and riders are guided to improve service quality. The direction of this attempt is worthy of affirmation.

However, some netizens believe that although it is more humane than the original method, the evaluation system has not actually changed, but it has been packaged as a game of upgrading monsters. Broken bones.

From the perspective of consumers, whether the overtime delivery of riders will increase is also a question mark.

▲ Picture from: Meituan

There are two more important issues. First, the platform should give the most appropriate time range for the delivery time. Second, how does the platform distinguish between subjective timeout and helpless timeout, and how to review normal and malicious negative reviews.

The rights and interests of riders, as well as the rights and interests of consumers, require more systematic protection by the platform, rather than being limited to individual consideration and single measures.

In addition to improving the evaluation rules, Meituan also iterated the "order allocation algorithm strategy" and "estimated delivery time rules".

For the "order allocation algorithm strategy", Meituan launched a pilot program of "dispatching after meals" and "active redistribution". The former reduces the phenomenon of "people waiting for meals" during the meal pickup process, and the latter allows riders who encounter emergencies to be autonomous Decide to accept or reject the reassignment.

▲ Four algorithms. Image from: Meituan

For the "estimated delivery time rule", there are four different algorithms for the rider's "estimated arrival time", and Meituan chose the longest one as the final result, and piloted the "manual replenishment time" function, through manual operation Extend the time of various abnormal scenarios to make up for the insufficiency of the algorithm.

Whether a series of new rules can take into account efficiency and worker protection driven by algorithms and data remains to be tested by time.

Every day and night in the city, riders race against time to shuttle through it, always reminding the food delivery platform to maintain a balance between commercial value and social value.

Li Ruoqiuhuang, to exorcise evil. Working email: [email protected]

#Welcome to pay attention to the official WeChat account of Aifaner: Aifaner (WeChat: ifanr), more exciting content will be brought to you as soon as possible.

Love Faner | Original link · View comments · Sina Weibo