In order to get a deeper understanding of the real situation of the evaluation system, the situation that each group may encounter in their link was speculated for two different groups of customers and delivery worker...In order to get a deeper understanding of the real situation of the evaluation system, the situation that each group may encounter in their link was speculated for two different groups of customers and delivery workers, and the questions were designed, then a total of 65 delivery workers and 100 customers were surveyed. The age of the questionnaire survey group is above 10 years old and under 40 years old, which is the group that orders take-out most in peacetime. As far as customers are concerned, following questions are put forward to investigate the customer's opinions on the evaluation criteria of take-out quality and the delivery quality of delivery workers: the first is to understand customer's perception of being late for negative comments or the time;the second is to understand the attitude of customers towards the distribution of delivery workers;the third is to find out the reasons why customers gave delivery workers negative comments before;the fourth is to compare the salary of delivery workers estimated by the customers with their actual salaries, so as to make customers understand the hardship and difficulty of the take-out employees and solve the existing problems;and the fifth is to understand the proportion of additional tasks that customers ask, thus considering whether to add this column to the evaluation system, and improving it. For delivery workers, several questions are proposed to be able to truly and accurately understand some of the problems they encounter at work, as well as the reasons and solutions: the first is to know whether the customer's negative comments can be dealt with and deduce their impact on delivery workers, because the company's attitude toward delivery workers is also an important factor in determining the quality of their work;the second is to know whether the company provides benefits to delivery workers and the quality of the benefits;the third is to ask about the income of delivery workers, and compare it with the revenue estimated by customers, so as to understand whether customers are in a position to consider delivery workers when evaluating them;and the fourth is to ask the real opinions of the delivery workers on this issue, which is also the aspect of the research and analysis. As for the evaluation criteria of take-out platform, delivery workers have the most voice, and the impact of evaluation criteria on them is self-evident. From the point of data analysis, most delivery workers are not satisfied with the evaluation criteria of the platform.展开更多
文摘In order to get a deeper understanding of the real situation of the evaluation system, the situation that each group may encounter in their link was speculated for two different groups of customers and delivery workers, and the questions were designed, then a total of 65 delivery workers and 100 customers were surveyed. The age of the questionnaire survey group is above 10 years old and under 40 years old, which is the group that orders take-out most in peacetime. As far as customers are concerned, following questions are put forward to investigate the customer's opinions on the evaluation criteria of take-out quality and the delivery quality of delivery workers: the first is to understand customer's perception of being late for negative comments or the time;the second is to understand the attitude of customers towards the distribution of delivery workers;the third is to find out the reasons why customers gave delivery workers negative comments before;the fourth is to compare the salary of delivery workers estimated by the customers with their actual salaries, so as to make customers understand the hardship and difficulty of the take-out employees and solve the existing problems;and the fifth is to understand the proportion of additional tasks that customers ask, thus considering whether to add this column to the evaluation system, and improving it. For delivery workers, several questions are proposed to be able to truly and accurately understand some of the problems they encounter at work, as well as the reasons and solutions: the first is to know whether the customer's negative comments can be dealt with and deduce their impact on delivery workers, because the company's attitude toward delivery workers is also an important factor in determining the quality of their work;the second is to know whether the company provides benefits to delivery workers and the quality of the benefits;the third is to ask about the income of delivery workers, and compare it with the revenue estimated by customers, so as to understand whether customers are in a position to consider delivery workers when evaluating them;and the fourth is to ask the real opinions of the delivery workers on this issue, which is also the aspect of the research and analysis. As for the evaluation criteria of take-out platform, delivery workers have the most voice, and the impact of evaluation criteria on them is self-evident. From the point of data analysis, most delivery workers are not satisfied with the evaluation criteria of the platform.
基金Acknowledgement This article was financially supported by the Fund of National Natural Science Foundation project： ＂Mass consumer service failures and remedial mechanisms＂ （Grant NO. 70872083）.
