Group purchase complaint resolution rate becomes the bottleneck of group buying website development

Shenzhen Special Zone News (trainee reporter Yang Yi) to March 2012, group buying in China has been a full pass 2 years time. Reporter investigation found that the low rate of complaint resolution has become a major bottleneck in the development of group buying website.

Group buying navigation Group 800 released the "2011 China Group Purchase user Complaints Statistics Report" shows that the navigation station complaints platform has received a total of 11812 complaints, group purchase site has resolved 6703 complaints, complaint resolution rate of less than 60%.

According to statistics, 2011 group buying complaints, 74% from the Local Service category group purchase, of which 44% of the complaints focused on the shop experience poor. In kind group purchase, express delivery also accounted for 26% of the proportion of complaints. Objectively reveal the "soft rib" of group buying mode: the site does not directly provide local services, consumers in the shop to buy the experience of this link is difficult to guarantee; At the same time, the majority of group purchase sites lack of proprietary warehousing logistics system and improve the management mechanism, can not control the supplier directly to consumers of the quality of goods and commitment to delivery time.

The report shows that the monopoly market nearly 90% share of more than 10 first-line group purchase sites, after-sales service performance is relatively good, the average complaint resolution rate of 71%, but compared with the 2010 85.2% of the standard still decline significantly. After a nationwide rapid expansion in 2011, group purchase indeed in the consumer service experience on the "pull the points", and 2012 will also be the home purchase site "Spell service, stay users" of the survival of the year, to win the trust of consumers and recognition has become a group purchase site to continue to compete and survive the most important.