3. 15 Consumer Online Shopping Index Of Happiness Survey

3. 15 when the international consumer rights day came, the new express 3C weekly and 3G portal jointly carried out the "consumer online shopping index of happiness survey". 2067 netizens who participated in the survey scored the current experience of online shopping service, and the overall satisfaction was less than 50%. Over 70% of the Internet users had encountered fake products in the online shopping experience, and the factors such as the reliability of online shopping products, the trouble of returning goods to replace goods, and the poor quality of logistics services had become the bottleneck restricting the online shopping experience.

One

"Do not buy expensive things on the Internet". This is one of the commonsense that people with online shopping experience often teach "rookie" to avoid the risk of online shopping, but the amount of online consumption is increasing.

According to the survey data, 42% of Internet users spent less than 1000 yuan on Internet consumption over the past year, that is, less than 100 yuan per capita online shopping consumption.

That is to say, more than half of Internet users spend 100 yuan online monthly: Internet users account for 36% of the total annual consumption of less than 3000 yuan, accounting for 17% less than 10000 yuan, and 5% of Internet users spend more than 10000 yuan per year.

With the sale of high priced commodities such as home appliances, household goods and luxury goods, the consumption power of netizens on the Internet has been greatly improved.

Internet consumption is related to the frequency of netizens browsing online shopping sites. 32% of Internet users have reached the level of online shopping websites every day, and 23% of Internet users have visited online shopping websites at least two or three times per week. This shows that online shopping has become an essential part of Internet life.

2 3C product is still the main consumer of network.

What did Internet users buy online? The survey showed that 24% of the Internet users bought the most 3C products, including digital products, home appliances, mobile phones and so on. This proportion exceeded the crowd buying clothes, and 23% of netizens chose the latter.

In fact, from the current development of the whole e-commerce market in China, we can see that the online shopping mall which manages 3C and clothing goods has occupied the mainstream of the market.

In addition, household life goods also enter the forefront of Internet users' favorite online shopping list with a proportion of 10%.

The online shopping has the longest history of books and audio-video products. It is hard to become the main force of Internet consumption. Only 7% of Internet users often buy products online.

Only 7% of Internet users who are troubled with fake products are shopping online. It shows that most consumers are not willing to buy their own "face saving" products with "mountain to buy cattle".

3 online shopping satisfaction is less than 50%

Unfortunately, even though online shopping is becoming the power to change the public consumption habits, consumers' satisfaction with online shopping services is not optimistic: only 8% of Internet users are very satisfied with the current online shopping experience, and 41% of them feel satisfied, while the majority of netizens who think the online shopping experience is the majority, 43%, and 8% of the Internet users are not satisfied with the online shopping or are very unhappy.

What makes consumers dissatisfied with online shopping experience? Fake goods are flooded, goods in kind are not consistent with web pages, and the trouble of returning goods is the main reason that plagued online shopping experience. More than 20% of netizens choose this item. Three.

Obviously, even the basic skills of these consumer links are "unsolved". Online consumption experience is hard to compete with entity consumption, and training basic skills is still the primary task of online shopping centers.

In addition, Internet fraud, distribution service quality and cash on delivery experience are also factors restricting the satisfaction of online shopping experience.

Why do Internet users like online shopping? Price is the first reason, and more than 30% of Internet users buy online.

4 the problem of counterfeit goods is serious.

There is a saying called "people who drift in rivers and lakes, which can not get knife".

At present, online shopping is a river, and more than 70% of Internet users have encountered fake products.

According to the survey, 9% of Internet users often buy fake products, 64% of Internet users occasionally buy fake products, and only 27% of Internet users say they have never bought fake products.

In fact, the frequency of buying fake goods is closely related to the number of online shopping, and the more they buy, the higher the chance of "trick".

The survey also shows that netizens are more likely to put their expectations on improving the spread of online shopping fake goods on the mall operators and related departments.

In fact, mall operators are also considered to be the first choice for consumers to solve the problem of online shopping conflicts. 36% of Internet users believe that the help of customer service staff can solve the consumption conflict.

5 online shopping difficulties

"Mountain to buy cattle" is one of the main concerns of consumers on online shopping. What should we do if the goods purchased online are not suitable for the purpose or meet quality problems?

According to the survey, less than 20% of netizens will be "self confessed", and 55% of Internet users will seek to deal with sellers and exchange products, and 27% of Internet users will choose to return products directly.

The problem of return and purchase in online shopping has emerged.

28% of the netizens who participated in the voting were worried that the logistics cost generated by online shopping should be borne by the buyers. The proportion of Internet users who did not readily promise to return the goods was also large, accounting for 25%.

Fortunately, in the operation of return and replacement, the major B2C stores are now making great efforts to improve, for example, the seller will bear the cost of logistics, and send someone to collect goods for replacement.

6 "free shipping" is the most attractive.

Online shopping marketing practices have emerged in recent years, not only greatly promoting the consumption of the Internet, but also a landscape of Internet culture.

But our survey shows that the demand of most netizens is actually very simple, too fancy marketing practices may not really attract eyeballs.

25% of netizens think that "free shipping" is the most attractive marketing method for online shopping. This proportion is higher than the limited time special price, ultra low price group buying, spike killing, free trial and other gimmicks. Obviously, most netizens think that the fancy marketing method is "god horse is floating clouds", and only by actually reducing the cost of shopping is the material benefit.

Seven

It is not easy for consumers to find a reliable channel of consumption when the online shopping channels are flourishing.

According to the survey, the proportion of B2C shopping mall that most consumers preferred online shopping reached 40%.

At the same time, the mainstream C2C shopping platform is believed to have 41% reliable Internet users.

However, at present, the mainstream C2C shopping platform has actually appeared in the dividing line of operation, which is divided into C2C parts which are mainly operated by small sellers and the "mall" part that gathers large sellers. The former operators are numerous, the commodity is numerous, the price is relatively cheap, but the quality is uneven; the latter eliminates Fei Baozhang dynamics better, the commodity quality is more reliable, the price is also relatively expensive.

8 most worried about logistics safety

Recently, the topic of online shopping logistics has become the focus of Internet users' hot debate.

In the survey, Internet users are most worried about the safety of goods in the online shopping logistics links.

27% of Internet users believe that ensuring the safety of goods is the most urgent need to improve the logistics links of online shopping. No one wants to receive goods that are incomplete, and this is not good for buyers and sellers.

9 netizens are willing to pay more for the quality of products.

The survey also shows that Internet users' consumption concept is becoming more and more mature. In order to get a better online shopping experience, they are willing to pay a little more (for example, paying 1 yuan per order for -2 yuan) rather than blindly pursuing the lowest price of online shopping.

Among them, 39% of netizens are willing to pay more for more reliable quality of goods, 27% of netizens are willing to pay for better after-sales service, reliable logistics and convenient service flow can also allow netizens to pay more.

This means that the mall operators have more space to provide more humane consumer protection services, or even provide additional protection to consumers in the form of charges.

Design dialogue

Let me give you happiness experience.

Liu Chunning, general manager of pat Network: "QQ mall is the most comfortable, you return, I pack your express fee, seller pit you, I have a unified after-sales customer service to help you out."

Jingdong mall CEO Liu Qiangdong: "in order to make express" fast ", I spare no money, how much to drop! Tomorrow you can order before work, and return home at night to receive the goods.

Yue Tao CEO Bi Sheng: "Le Tao only sells shoes, 100% of genuine shoes, or super low price! Insoles and socks will not be sold."

Vip.com CEO Hong Xiangbo: "all those who can go to vip.com are brand-name goods. There are no Shanzhai products. Even parcels are made of top grade kraft paper. They are sturdy, reliable, high-grade and tasteful."

Fan CEO Chen: "afraid of the wrong size of the clothes? Send them to you to try them on."

The color doesn't like it?

Better wear it and give it later. "

Little Tips

Fishing! Fishing! Watch out for fishing!

When you hang out on shopping websites, be careful that you have become an innocent "fish".

Recently, China's anti phishing website alliance Secretary announced a group of data that the alliance identified and processed 2763 phishing websites, an increase of 85% over the same period.

According to statistics from security vendors rising, in 2010, 1 million 750 thousand of the phishing websites were intercepted (calculated in URL), 11 times more than that of the same period last year, and 44 million 110 thousand people who were phishing had lost more than 20 billion yuan.

With the development of Internet, group buying, online shopping and social networking sites have become popular. However, when registering and interacting, users often need to input personal information such as mailbox, date of birth, cell phone number, identity card number, postal address and so on.

Hackers can steal by setting up fake e-commerce websites or invading other web servers. Once successful, hackers can use Internet sites such as phishing sites, mail fraud, Trojan horse pmission, and so on, resulting in great losses to games and online banking assets.

So before you place a shopping order, take precautions against it. Don't get caught: install the security software that has the function of "intelligent anti phishing" and "intelligent active defense". Before buying a group purchase website, you need to consult with the official website or the official consultation telephone, whether there is such activity so as not to be cheated; do not register the bank account, password and other important information on the group buying website.