China’s online-service super-app Meituan Dianping on Thursday issued its “contactless delivery" service standard for takeaways, which defines the operation specifications in the process of implementing "contactless distribution" from the definition of terms, platform information service capabilities, service processes, and service quality control.
Previously, Meituan launched “contactless delivery" on January 26. When placing orders, users can negotiate with the rider on the designated location of the product placement through "Order Remarks", telephone, and in-app instant messaging system. The rear rider will notify users to take their own meals through the phone and the in-app instant messaging system.
For food delivery in hospital areas, it is delivered through contactless devices such as food cabinets.
In terms of platform information service capabilities, the standard requires the platform to have three information provision capabilities on the user side and the distribution side, respectively, so that the rider and user can communicate instantly, confirm the delivery location and ensure the delivery of the meal.
The service process consists of four steps: ordering by the user, receiving orders by the delivery staff, delivery by the delivery staff, and taking meals by the user. If any abnormal situation occurs, it needs to be transferred from the delivery person to the customer service staff for the follow-up process according to the corresponding processing flow mechanism.
The service quality control part requires the platform's distribution control department to establish and improve a quality control system. Including but not limited to: monitoring of delivery delivery personnel, daily order completion monitoring, sudden abnormal data monitoring, project execution monitoring, risk control data monitoring, and core indicator completion monitoring.
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