China'S E-Commerce User Experience And Complaints Monitoring Report Released In The First Half Of The Year

In August 17th, it was well known in China.

Think tanks, e-commerce research institutions -- China

The Research Center released the 2016 report on China's e-commerce user experience and complaints monitoring report, which focuses on the concentration of e-commerce consumers.

O2O, micro business, Hai Tao, takeaway, consumer finance, P2P and other fields.

It is reported that the report was released for half a year and has been released for five consecutive years.

Online shopping, O2O hotspots ten complaints were disclosed

According to the massive complaint cases received by China's e-commerce complaints and rights protection public service platform, and the monitoring of big data, the report shows that the number of nationwide network consumer users involved in the first half of the year reached 2016 in the first half of 2015 compared with the first half of 2015.

The report shows that the problem of quality, after-sales service, refunds, delay in delivery, replacement of goods, non delivery, network selling, network fraud, order cancellation, and false shipment are the ten hot spots of "2016 (upper) network retail".

In addition, it is difficult to refund, after-sale service, freewill freeze accounts, high refund fee, account security, order cancellation, order can not be canceled, difficult to change, difficult to shop, no room to shop, invoice problem is "2016 (above) life service providers (O2O) ten hot spot complaints".

Data show that in 2016 around 315, "618" and other periods, are the peak period of user complaints.

Online shopping accounts for 52.75% of the total complaints, half of the total complaints, and 21.03% of life service O2O, 13.94% of cross-border online shopping, 6.29% of Internet finance, 4.20% of logistics and express, 1.34% of complaints in the field of B2B network trade, 0.15% of micro businesses, and 0.30% of other (such as pyramid selling, Internet fraud, network fund-raising, money laundering, etc.).

30 retail electricity providers, O2O electric providers, mutual gold companies were named.

According to the report, in the first half of 2016, hundreds of online retailers nationwide (including platforms, brands, cross-border, vertical, channel providers, etc.) were monitored. According to the comprehensive evaluation of various indicators such as feedback rate and feedback aging, Taobao / Tmall (C2C Mart sellers and brand sellers), Dangdang, LETV mall, Gome online, Fung Hai Tao, many shopping malls, mogujie.com, rebate network, NetEase koala sea shopping and excellent purchase network were the ten top 2016 retailers in the first half of the year.

China's e-commerce complaints and rights protection public service platform monitoring shows that Baidu Nuomi, where to go, the hungry, the United States network, Ctrip, Ali travel, eLong, public comment, Tiu tiger, the same journey tourism as "2016 (above) ten complaints of life service providers."

According to China's e-commerce complaints and rights protection public service platform monitoring, staging music, interest staging, Taobao public funding, ICBC's e purchase, Alipay, Guo Bao Bao, wing payment, pat lending, CCB's good fusion business and fortune pay are the ten hotspots of 2016 (top) complaint Internet financial platform.

Cross border online shopping, logistics express as complaints rose rapidly, micro business declined significantly

Compared with 2015, the proportion of complaints about cross-border online shopping increased significantly. The proportion of complaints in the first half of 2016 accounted for 13.94%, which was nearly two times that of 2015 (7.53%).

With the rapid development of cross-border import business, apart from cross-border business such as Tmall, Jingdong and other platform business providers, foreign ports, NetEase koala shopping, Xiaohong book, Fung Chi Hai Tao and other cross-border import business providers also ushered in a period of rapid development. Milk powder, diapers and other maternal products, watches, bags and other luxury goods and clothing are all the main categories of consumers cross-border online shopping.

Product quality, sale, replacement service, arrival delay are all important issues facing cross-border online shopping.

Reporters learned that logistics express complaints compared with the previous year also increased significantly, the first half of 2016, logistics express complaints accounted for 4.20%, for 2015 (1%) more than four times.

The increase in logistics express complaints is inextricably linked to cross-border online shopping. Complaints about pshipment categories account for more than half of complaints from logistics express. Transshipment of four sides, seaweed, American Express and so on is a hot spot for users to complain.

In response, Yao Jianfang, a legal and Equity Analyst at the China Electronic Commerce Research Center, said that the quiet change in the proportion of complaints area is directly related to the change of user consumption structure.

Take micro business as an example. In 2015, complaints in the micro business sector accounted for 2.51%, and in the first half of 2016 dropped to 0.15%, indicating that under the supervision of the state and the media, the micro economy has been abandoned by most consumers. Most consumers do not trust in micro businesses, and the number of complaints produced in this field has decreased significantly.