2015 China E-Commerce User Experience And Complaints Monitoring Report Released

With " 3. 15 International Consumer Rights Day is approaching. From March 9th onwards, China Electronic Commerce The research center announces the largest third party in the country. Online retailers Rights protection platform -- China's e-commerce complaints and rights protection public service platform officially launched the "3. 15 online consumer rights protection special action" for nearly a month. It is reported that this is also the four time since the establishment of the center in the past 10 years to hold the public interest rights protection activities. The aim is to urge the electric business enterprises to reflect and improve themselves through the supervision by external organizations and media, and better safeguard the rights and interests of consumers. It is also known as the "electricity supplier 315" by the industry.

In March 10th, the China Electronic Commerce Research Center officially released the "2015 China e-commerce user experience and complaint monitoring report" today. The data show that in 2015, China's e-commerce complaints and rights protection public service platform received a total number of national network consumer accounts involving the number of complaints from e-commerce providers, an increase of 3.27% over the same period in 2014, of which cross-border online shopping, micro business and Internet finance have become new complaints growth points.

The report through the annual monitoring of Taobao, Tmall, Jingdong, suning.com, Amazon China, Gome online, vip.com, Dangdang, No. 1 store, jumei.com, honey bud and other hundreds of mainstream electricity providers showed that: after sales service, slow delivery, online sales, difficult returns, refund difficulties, cancellation of orders, fraud on the Internet, false delivery, price fraud, and goods not being the plates were the ten biggest complaints of online shoppers in 2015.

　　 Core data summary

1, the number of complaints: according to China's e-commerce complaints and rights protection public service platform monitoring data, in 2015, through the online submission, telephone, e-mail, WeChat, micro-blog and other complaints channels, the total number of complaints received by the national network consumer users related to the electricity supplier complaints increased by 3.27% compared to 2014.

2, domain distribution: according to China's e-commerce complaints and rights protection public service platform data, 2015 of the complaints received by the platform accounted for 43.74% of all complaints, 24.05% of life service O2O, 7.53% of cross-border online shopping (sea panning), 5.76% of Internet finance, 2.63% of B2B network trade, 2.51% of micro business, 1.85% of mobile phone industry portal, 1.09% of logistics express, and 10.84% of other logistics.

3, the amount of complaints: according to China's e-commerce complaints and rights protection public service platform data, 2015 e-commerce users in China accounted for 100-500 yuan, 37.57%, 100 yuan less than 17.49%, 1000-5000 yuan for 23.16%, 500-1000 yuan for 13.15%, and 5000 yuan for 5000.

4, complaint area: according to the data of China's e-commerce complaints and rights protection public service platform, 2015 hotspots of e-commerce customer complaints in China were: Guangdong accounted for 12.79%, Beijing accounted for 9.63%, Shanghai accounted for 9.01%, Zhejiang accounted for 8.87%, Jiangsu accounted for 7.11%, Shandong accounted for 4.58%, Sichuan accounted for 4.05%, Fujian accounted for 3.89%, Henan occupied 3.88%, Anhui occupied 3.88%.

5, complaint gender: according to China's e-commerce complaints and rights protection public service platform data, 2015 of male users accounted for 53.38% of e-commerce complaints, and female users accounted for 46.62%.

6, the ten worst user experience in the year: retail electricity providers: China's e-commerce complaints and rights protection public service platform monitoring shows that in 2015, through the comprehensive assessment of the number of complaints, the number of complaints, feedback processing and feedback timeliness of thousands of online retailers across the country (including platforms, brands, cross-border, vertical, channel providers, banking platforms, campus phased electricity providers, etc.), Taobao / Tmall (C2C Mart sellers and brand sellers), ICBC's e purchase, music video, millet, interest staging, Dangdang, vip.com, Gome online, NetEase koala shopping and Beibei network were "the ten largest user experience worst retailer in 2015".

7, the annual hotspots brand e-commerce complaints list: according to China's e-commerce complaints and rights protection public service platform monitoring shows that the proportion of music complaints accounted for 46.79%, millet accounted for 24.36%, HUAWEI accounted for 21.13%, became a hot consumer complaints before the top three brands of brand electric business, other brands accounted for 7.72% of the electricity supplier complaints.

8, the ten annual complaints list of life service providers: according to China's e-commerce complaints and rights protection public service platform monitoring shows, Baidu Nuomi, where to go, Ctrip, the United States network, public comment, hungry, Wo Wo Group, Ali travel, handshake net, eLong for the 2015 ten Complaints Service Providers.

9, annual online retail hotspots are being complained: according to China's e-commerce complaints and rights protection public service platform monitoring, after-sales service, slow delivery, online sales, difficult returns, difficult refund, cancellation of orders, fraud on the Internet, false delivery, price fraud, goods against the board are the ten hotspots of the 2015 online retail complaints.

10, the annual life service business hotspots ten complaints: complaints from China's e-commerce and public service platform monitoring of the rights protection show that the difficulties of refund, high refund fee, after sale service, freewill freeze accounts, order cancellation, Overlord clause, account security, difficult to change, difficult to balance, the balance can not be raised, invoice problem is "2015 life service providers ten hot spot complaints".

In order to urge business enterprises to standardize their operation and safeguard consumers' rights and interests, China's e-commerce complaints and rights protection public service platform launched the "3 / 15 electricity consumer rights protection case collection". Whether you personally encounter online shopping, group buying, financial consumption fraud, or your company's dispute with the Internet business enterprise, you can make complaints online or pay attention to official WeChat's online shopping complaints platform (DSWQ315), and will check, accept, and expose the first time.