China Customer Service Committee Sifang, released 12 well-known survey results

Washington (reporter Gaochenwu) 2012 February 16, http://www.aliyun.com/zixun/aggregation/1459.html "> The Customer Service Committee of the China Service Trade Association (China) announced the results of a recent unannounced investigation into the services of 12 well-known users. The results show that there are many problems in the service of the website, such as the delay of distribution, the more disputes of return and exchange, and the difficulty of defending rights.

The survey found that 12 well-known companies in the 20-second phone call manual rate of 64.91%, reached 20 seconds manual access rate of 80% companies only 3 enterprises, the worst corporate telephone access rate is less than 10%, the gap is very clear. The survey also found that 5 of these companies can not be found on the home page Corporate Customer Service hotline number, accounting for 42% of the enterprises surveyed, causing inconvenience to consumers.

Unannounced investigations revealed that 85% of the cases, the distribution staff dress casually, there is no uniform, there is no identity card. This survey specifically designated expedited distribution of shopping unannounced cases, 29.6% shopping did not meet the commitment time to complete the expedited distribution, and in the expedited distribution of the time of delivery of goods, the site does not offer the corresponding refund. The survey found that 67% of the distribution staff did not use the phone or SMS to make an appointment with the customer, often appear customers in order to receive goods waiting for a day.