Double 11 And Double 12 Have Ended. Customer Satisfaction Is Low.

The "double 11" full month for a single day's 35 billion yuan trading volume is "double 12".

It followed.

Business promotion efforts will not be reduced, but whether the continuation of hot selling market, ultimately consumers still have the final say.

Nandu Jun recently conducted an online random survey of the stars for this questionnaire. In this year's double 11 promotions, 42.57% of the 101 respondents who bought online lifestyle products showed "dissatisfaction", with a satisfaction rate of only 57.43%.

The survey also shows that although the major electric providers are shouting an unprecedented discount price on the Internet, the feeling of feedback from the respondents is not the same.

The survey shows that the return rate of "double 11" online shopping consumers is as high as 5, and over 4 of respondents are "double 12".

Return rate is high.

According to a survey conducted by Nandu Jun, the return rate of double 11 online shopping products is up to 50% this year. 50.5% of respondents said that the products purchased through online shopping during the double 11 period were eventually retreated.

The cause of return is most related to product quality.

Specifically, 30.69% of respondents said that the quality of online shopping products that had been picked up in double 11 promotions or the products were damaged in logistics.

"Inconsistent with the photos sold on the Internet" has become the second reason for the return.

In addition, the logistics congestion caused by double 11 promotion is also the reason for some consumers' refund. The survey data show that 18.81% of the respondents failed because the seller failed to deliver the goods in time.

Of course, there are a few people who regret buying under impulse.

After the relevant regulations of the state promulgated online shopping for 7 days, no reason to return the new regulations, the number of consumers using this "privilege" was quite large.

According to the survey, 21.78% of the consumers were "reluctant" after the arrival of the goods, and finally "willfully" returned the goods.

In fact, not all returns can be carried out smoothly.

The survey showed that 27.72% of respondents said their returns and rebates were not smooth.

Double 12 passion diminished

Enthusiasm often means a lot of expectations. Once expectations are in the distance from reality, enthusiasm will often be "capricious".

Nandu Jun statistics found that consumers who said "double 12" would not buy online lifestyle products accounted for nearly 43% of the total.

Only 58% of respondents said they would continue to play in the "double 12".

An analysis shows that consumers' enthusiasm for "double 12" has declined. Apart from the fact that shopping demand has been partly consumed by double 11, an important reason is that we find that the promotion of making a festival is not much cheaper than ordinary online shopping.

When asked, "the average price of life products you buy is less than that of non double 11 and double 12". Less than half of the respondents think that the double 11 promotion price is cheaper than usual. Among them, 10% of the respondents think that the price is 24.75%, which means 20% to 30% is 24.75%.

A total of 46.53% of respondents believe that the double 11 promotion "not much cheaper".

Another 4 respondents thought that the double 11 promotion price was "more expensive than the non active period".

1 reasons for chopping hands

The General Administration of industry and Commerce of the General Administration of industry and Commerce has targeted at 1 stores, Amazon, jumei.com, vip.com and its music network.

The third party inspection institution was commissioned to make a sample inspection of the commodities promoted on November 11th.

The sampling results showed that most of the samples in the 207 batches were qualified genuine products.

At the same time, 6 samples of 15 batches of the electronic business platform were also found to be counterfeit goods or highly suspected counterfeit goods. The quality of the 7 batches of samples was unqualified or the labels were not in conformity with the law.

Le bee network response: emphasizing that the products involved are regular channels.

"After being informed of the results of the SAIC inspection, we will immediately cooperate with the work of the relevant departments to seal up the commodities immediately."

The statement issued by Lok bee net has let the enthusiasm of cosmetics online shopping take a chill.

According to the statement issued by the General Administration of industry and Commerce for its sale, Yue bee net issued a statement, stressing: "Le bee net is the official authorized dealer of Elizabeth Arden. All the goods are regular channels. We will check the commodities and related documents to the relevant departments later."

However, as of now, the relevant part of the verification conclusions have not yet been made.

Chopping hand reason 2 hard return, love you is not easy.

Case 1:

Miss Wu, who is about to become a mother, has already put several baby clothes into the shopping cart before the double 11 this year.

But in the early morning of 11, the interface was not able to enter.

After many times, there was no response, and Miss Wu could only buy it one by one.

However, after Miss Wu had just paid 4 sets of baby clothes, she found that the shopping cart that had not been able to enter before it could enter.

"I have more shopping cart and other things, and buy the four sets of discount more vigorously than buying alone."

So Miss Wu wants to cancel the order of the 4 sets of baby clothes.

However, it was found that the system could not cancel the order within 24 hours.

"I contact customer service, customer service said, let me cancel the order 12 days."

Miss Wu said.

But Miss Wu is more dissatisfied that this order has been shipped on the 11 day.

"Although customer service said that they helped me buy back insurance, I could not cancel the order return."

Miss Wu believes that it is cheaper for merchants to send express, but for consumers, the delivery fee will be much more expensive. She returns with SF, and the refund cost is 22 yuan.

"This is totally unenvironmentally friendly, unnecessary returns, consumers spend more money, businesses have to deal with returns, but also drag the express industry."

As a matter of fact, Miss Wu also fully absorbed the experience and lessons of her 11 pairs of goods.

"Double 11, maternal and infant supplies are a large category, and the discount is relatively large.

But I have a colleague last year, double 11, although also to B B robbed a lot of "bamboo shoots goods", but after buying it found that there are many things are not very necessary, most of the return, so I grab goods this year will be very cautious.

After sale service is more concentrated in this year's complaint of 11.

The Consumer Protection Committee of Shanghai recently released the "double 11" period (from November 11th to 20th) online shopping data, and statistics showed that 1432 complaints were received during the "double 11" period at all levels of Shanghai Consumer Protection Committee, and the complaints were generally stable.

Among them, clothing shoes and hats, coupons sales services and household appliances are ranked the top three complaints, involving complaints of false propaganda, breach of contract, after sale services are more concentrated.

The reason for chopping hands 3 lies and is hit by fake.

On the eve of double 12, the State Administration of industry and Commerce announced the results of random sampling of the promotional products of the electronic commerce platform during the double 11 period. In the 207 batches of samples, 15 batches of samples from 1 electronic shops, happy bee nets and Amazon were found to be counterfeit goods or highly suspected counterfeit goods. The quality of the 7 batches of samples was unqualified or the labels did not comply with the law.

These businesses include "fast moving outdoor franchise store", "Rong Gu sports franchise store" and "nine hundred degree outdoor franchise store", "A m um u franchise store", "Oriental fashion franchise store" and "nine tastes hall".

And so on.

The sample detected involves six categories of shoes, bags, accessories, gifts, cosmetics and digital accessories, with a detection rate of 10.6%.

The brands involved include new brun, Adidas, Boboli, Zippo, Estee Lauder, Cox, MontBlanc and other international famous brands.

Case two:

"Genuine new hundred Lun shoes, the physical store to five hundred or six hundred, but in a big business platform, search" new hundred Lun authentic ", come out a lot of shops, I picked the price is more expensive, more than 300 yuan.

This is about 40 percent off of the price tag in the exclusive store.

Miss Wu, who has not been able to get together with 11 or so many years, has been unable to meet the temptation of "low price" this year, or she has bought a pair for herself, her husband and daughter.

But the first double 11 shopping experience still left Miss Wu a little disappointed.

Three two pairs of shoes were retreated.

"The seller also enclosed a computer printed Hongkong shopping list in the parcel, which indicated that the purchase price was nearly 900 yuan."

Why do we buy it at a high price, but now it only sells more than 300 yuan?

The next two details make Miss Wu more puzzled: shoes have a very strong glue smell, and on the tag, apart from the usual information such as brand initiation, the word "M A K EINU K" is twice as large as other typefaces on the tag.

"According to convention, no famous brand will be particularly prominent."

Miss Wu, who suspected buying fake goods, finally returned two pairs of shoes.

Although Miss Wu finally did not investigate whether the two pairs of shoes returned were really fake, the phenomenon of selling fake goods on the well-known e-commerce platform was really difficult to "root out".

Chopping hands reason 4 double 11 baby, arrival has expired.

Case three:

Mr. Wang, who worked in a foreign company, bought five boxes of German imported milk in one imported milk flagship store on the day of double 11. The product was not received until the end of November after more than half a month, of which three boxes were produced in April 2014, and two boxes were in February. According to the nine months' validity period, five boxes had expired or nearly expired in November.

An imported milk agent from Shanghai told reporters in Nandu that "the longer age of cargo is the biggest problem facing imported milk. Because it is necessary to pass the shipment from abroad to the mainland, it will take two to three months for the goods to arrive, even if it takes more than a month for air pportation, and the average shelf life of the imported milk is 9~12 months.

According to the requirements of the supermarket, the shelf life will be 3 months or so, and the goods will have to go off the shelves. The real sale time is actually very short, only three or four months, and the volume is not very large. Therefore, the electricity supplier is the main selling channel of imported milk now.

But he said at the same time, "although the biggest problem that electricity providers have solved is to shorten the date, open orders two months in advance, and pport products to consumers through fast boats and air pport. Some of them solve the problem of pportation and shelf-life, but these are only relative to some developed coastal areas. For the two or three line market, or even three or four line counties, township level rural markets and remote western regions, they are still unable to radiate due to product prices and logistics costs."