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2021-07-09

真不错！

美团：骑手关心的差评申诉问题正在改进中

2021-04-26

$凤祥股份(09977)$今天谁买了 700 万股

2021-02-25

$Zepp Health Corporation(ZEPP)$沙发！

去老虎APP查看更多动态

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src=\"https://static.tigerbbs.com/54fa630410b8e7215f0301064e35b80b\" tg-width=\"550\" tg-height=\"407\" referrerpolicy=\"no-referrer\"></p>\n<p>但在实际的运转过程中，我们发现，目前的骑手评价及申诉流程，虽然能够筛除部分不合理差评，但许多因送餐途中突发状况造成的差评，要在服务评价产生后才能通过投诉的方式说明，这在一定程度上增加了骑手的沟通成本和证明难度。</p>\n<p>骑手异常订单申诉流程</p>\n<p><img src=\"https://static.tigerbbs.com/f0c8a3ff5b15c70c0f3c82fd7371a71c\" tg-width=\"550\" tg-height=\"275\" referrerpolicy=\"no-referrer\"></p>\n<p>在后续的工作中，我们会继续将骑手在送餐途中可能遇到的共性问题前置，为骑手提供实时上报申诉的通道，消除非骑手原因的差评，减少骑手后续的沟通成本，通过产品功能的改进解决客诉问题。目前，通过调研和实地走访，我们已经迭代梳理出了30多个异常场景，如下图所示：</p>\n<p>骑手可前置上报或申诉的异常场景</p>\n<p><img src=\"https://static.tigerbbs.com/397f605cf7aa656016db80fe18699957\" tg-width=\"550\" tg-height=\"898\" referrerpolicy=\"no-referrer\"></p>\n<p>有人问，将这些场景前置有什么好处呢，你能直接点说嘛？举个例子，如果骑手到达送餐地点，但联系不上用户，以前可能要等到用户给出差评后，骑手通过投诉的方式说明情况，后置说明情况可能存在一定难度。但在优化后，骑手可以在联系不到用户的当下就操作上报。上报成功后，后续平台在统计用户评价时，将直接为骑手剔除差评，无需骑手投诉。</p>\n<p>三步操作即可前置上报异常场景</p>\n<p><img src=\"https://static.tigerbbs.com/74321b4a5642d8859ae63b17b049d596\" tg-width=\"550\" tg-height=\"299\" referrerpolicy=\"no-referrer\"></p>\n<p>此外，如果骑手在前置场景以外，对申诉不通过的订单仍有异议，可以继续投诉至人工客服。我们将根据骑手反馈及取证情况进行再次判别。</p>\n<p>外卖是一个连接用户、商家、骑手三方的业务，均衡、提升三方的体验同样重要。外卖配送场景的多变和复杂，要求我们更耐心、细致、科学地处理工作，目前，虽然我们已经梳理前置了一些场景，但仍有多需要完善的地方。未来，我们会继续行动、倾听和完善，努力给用户带来更好的产品服务体验，也不断提升骑手的配送体验。你恳谈，我恳改。如果大家有更多建议，欢迎留言到评论区。</p>","source":"sina_tech","collect":0,"html":"<!DOCTYPE html>\n<html>\n<head>\n<meta http-equiv=\"Content-Type\" content=\"text/html; charset=utf-8\" />\n<meta name=\"viewport\" content=\"width=device-width,initial-scale=1.0,minimum-scale=1.0,maximum-scale=1.0,user-scalable=no\"/>\n<meta name=\"format-detection\" content=\"telephone=no,email=no,address=no\" />\n<title>美团：骑手关心的差评申诉问题正在改进中</title>\n<style 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margin: 0;line-height: 11px;}\n.small {font-size: 12.5px; display: inline-block; transform: scale(0.9); -webkit-transform: scale(0.9); transform-origin: left; -webkit-transform-origin: left;}\n.smaller {font-size: 12.5px; display: inline-block; transform: scale(0.8); -webkit-transform: scale(0.8); transform-origin: left; -webkit-transform-origin: left;}\n.bt-text {font-size: 12px;margin: 1.5em 0 0 0}\n.bt-text p {margin: 0}\n</style>\n</head>\n<body>\n<div class=\"wrapper\">\n<header>\n<h2 class=\"title\">\n美团：骑手关心的差评申诉问题正在改进中\n</h2>\n\n<h4 class=\"meta\">\n\n\n2021-07-09 20:14 北京时间&nbsp;&nbsp;&nbsp;<a href=https://finance.sina.com.cn/tech/2021-07-09/doc-ikqciyzk4528982.shtml><strong>新浪科技</strong></a>\n\n\n</h4>\n\n</header>\n<article>\n<div>\n<p>7月9日晚间消息，“美团Meituan”微信公众号日发声明称，骑手评价及申诉流程之所以存在，是想在给用户良好体验的同时，筛除非骑手原因造成的差评，保证骑手被公平对待。\n声明表示，目前骑手评价及申诉流程，虽然能够筛除部分不合理差评，但许多因送餐途中突发状况造成的差评，要在服务评价产生后才能通过投诉的方式说明，这在一定程度上增加了骑手的沟通成本和证明难度。\n声明还称，在后续的工作中，将会把骑手在送餐...</p>\n\n<a href=\"https://finance.sina.com.cn/tech/2021-07-09/doc-ikqciyzk4528982.shtml\">Web Link</a>\n\n</div>\n\n\n</article>\n</div>\n</body>\n</html>\n","type":0,"thumbnail":"https://static.tigerbbs.com/9149ee38be553ca11bd01b0a72f4964e","relate_stocks":{"03690":"美团-W"},"source_url":"https://finance.sina.com.cn/tech/2021-07-09/doc-ikqciyzk4528982.shtml","is_english":false,"share_image_url":"https://static.laohu8.com/e9f99090a1c2ed51c021029395664489","article_id":"1153041537","content_text":"7月9日晚间消息，“美团Meituan”微信公众号日发声明称，骑手评价及申诉流程之所以存在，是想在给用户良好体验的同时，筛除非骑手原因造成的差评，保证骑手被公平对待。\n声明表示，目前骑手评价及申诉流程，虽然能够筛除部分不合理差评，但许多因送餐途中突发状况造成的差评，要在服务评价产生后才能通过投诉的方式说明，这在一定程度上增加了骑手的沟通成本和证明难度。\n声明还称，在后续的工作中，将会把骑手在送餐途中可能遇到的共性问题前置，为骑手提供实时上报申诉的通道，消除非骑手原因的差评，减少骑手后续的沟通成本，通过产品功能的改进解决客诉问题。目前，通过调研和实地走访，美团已经迭代梳理出了30多个异常场景。\n美团表示，如果骑手在前置场景以外，对申诉不通过的订单仍有异议，可以继续投诉至人工客服。美团将根据骑手反馈及取证情况进行再次判别。\n以下为声明全文：\n一直以来，为了更好地了解骑手工作中的痛点和难点，除了骑手恳谈会，我们也在关注网上关于骑手工作的讨论和建议。最近，我们看到许多网友和我们一样在思考骑手配送的相关问题，有人问“骑手遇到那种谁都给差评的用户咋整”，有人问“骑手拒绝帮带垃圾，顾客给了骑手差评，是不是对骑手不公平”。\n与此同时，我们也看到一些骑手在网上“吐槽”自己遇到的状况，“我等了这个商家好久，他就是不出餐，耽误了送餐时间，结果顾客给了我差评”“突然联系不上顾客，送不了餐，后来我被差评了，有点冤”。大家的疑问和吐槽我们收到了，今天，我们想和大家一起讨论骑手差评及申诉问题。\n作为一个服务平台，我们认为用户享有对服务做出评价的权利，也理解用户希望能获得更好的服务，或请骑手在生活小事上搭把手的需求。每天，我们都会收到来自用户的大量好评和差评，这些评论涉及方方面面，对骑手造成困扰的，往往是那些不是他们自身原因造成的差评。如“商家定位错误导致无法取餐”“顾客心情不好”等等。骑手评价及申诉流程之所以存在，是想在给用户良好体验的同时，筛除非骑手原因造成的差评，保证骑手被公平对待。\n骑手评价及申诉流程\n\n但在实际的运转过程中，我们发现，目前的骑手评价及申诉流程，虽然能够筛除部分不合理差评，但许多因送餐途中突发状况造成的差评，要在服务评价产生后才能通过投诉的方式说明，这在一定程度上增加了骑手的沟通成本和证明难度。\n骑手异常订单申诉流程\n\n在后续的工作中，我们会继续将骑手在送餐途中可能遇到的共性问题前置，为骑手提供实时上报申诉的通道，消除非骑手原因的差评，减少骑手后续的沟通成本，通过产品功能的改进解决客诉问题。目前，通过调研和实地走访，我们已经迭代梳理出了30多个异常场景，如下图所示：\n骑手可前置上报或申诉的异常场景\n\n有人问，将这些场景前置有什么好处呢，你能直接点说嘛？举个例子，如果骑手到达送餐地点，但联系不上用户，以前可能要等到用户给出差评后，骑手通过投诉的方式说明情况，后置说明情况可能存在一定难度。但在优化后，骑手可以在联系不到用户的当下就操作上报。上报成功后，后续平台在统计用户评价时，将直接为骑手剔除差评，无需骑手投诉。\n三步操作即可前置上报异常场景\n\n此外，如果骑手在前置场景以外，对申诉不通过的订单仍有异议，可以继续投诉至人工客服。我们将根据骑手反馈及取证情况进行再次判别。\n外卖是一个连接用户、商家、骑手三方的业务，均衡、提升三方的体验同样重要。外卖配送场景的多变和复杂，要求我们更耐心、细致、科学地处理工作，目前，虽然我们已经梳理前置了一些场景，但仍有多需要完善的地方。未来，我们会继续行动、倾听和完善，努力给用户带来更好的产品服务体验，也不断提升骑手的配送体验。你恳谈，我恳改。如果大家有更多建议，欢迎留言到评论区。","news_type":1},"isVote":1,"tweetType":1,"viewCount":988,"authorTweetTopStatus":1,"verified":2,"comments":[],"imageCount":0,"langContent":"CN","totalScore":0},{"id":374318025,"gmtCreate":1619417924267,"gmtModify":1619417924267,"author":{"id":"66603321839610","authorId":"66603321839610","name":"Chenvii","avatar":"https://static.laohu8.com/default-avatar.jpg","crmLevel":6,"crmLevelSwitch":0,"followedFlag":false},"themes":[],"htmlText":"<a href=\"https://laohu8.com/S/09977\">$凤祥股份(09977)$</a>今天谁买了 700 万股","listText":"<a href=\"https://laohu8.com/S/09977\">$凤祥股份(09977)$</a>今天谁买了 700 万股","text":"$凤祥股份(09977)$今天谁买了 700 万股","images":[],"top":1,"highlighted":1,"essential":1,"paper":1,"likeSize":0,"commentSize":1,"repostSize":0,"link":"https://laohu8.com/post/374318025","isVote":1,"tweetType":1,"viewCount":1578,"authorTweetTopStatus":1,"verified":2,"comments":[],"imageCount":0,"langContent":"CN","totalScore":0},{"id":361477837,"gmtCreate":1614259096329,"gmtModify":1614259096329,"author":{"id":"66603321839610","authorId":"66603321839610","name":"Chenvii","avatar":"https://static.laohu8.com/default-avatar.jpg","crmLevel":6,"crmLevelSwitch":0,"followedFlag":false},"themes":[],"htmlText":"<a href=\"https://laohu8.com/S/ZEPP\">$Zepp Health Corporation(ZEPP)$</a>沙发！","listText":"<a href=\"https://laohu8.com/S/ZEPP\">$Zepp Health Corporation(ZEPP)$</a>沙发！","text":"$Zepp Health Corporation(ZEPP)$沙发！","images":[],"top":1,"highlighted":1,"essential":1,"paper":1,"likeSize":1,"commentSize":0,"repostSize":0,"link":"https://laohu8.com/post/361477837","isVote":1,"tweetType":1,"viewCount":1059,"authorTweetTopStatus":1,"verified":2,"comments":[],"imageCount":0,"langContent":"CN","totalScore":0}],"lives":[]}