Half of consumers are dissatisfied with the sale of electricity: The arrival of slow response complaints difficult

Arrival slow, slow response, difficult to complain, many consumers have such an impression of online shopping services. China Consumer Association released the 2013 "E-Commerce business Integrity Survey Report", after the issue is still the biggest problem for electric business enterprises, only 53.96% of the respondents to the existing E-commerce enterprises after the sale of the integrity of the degree expressed satisfaction.

Zhongxiaoxie statistics show that consumers of online shopping complaints mainly concentrated in the arrival time, refunds, after-sales service, return of goods, logistics, such as courier after-sales Link, accounting for more than half of the total number of users complained online. The report said that this reflects the online purchase of the new way of shopping has not yet matured, but also that after the sale is still the weakness of enterprise integrity. The results show that the factors that affect the credit satisfaction of e-commerce enterprises are sorted in order of importance, such as: there is a compensation plan and take the initiative to carry out the commitment; Logistics delivery time and accuracy rate; customers can easily contact customer service personnel to solve problems; Customers can inspect the goods before signing. Among them, the first factor "there is a compensation plan and take the initiative to fulfill the commitment", in 2012 survey in the weight of only the third place. With some of the industry's leading electric business enterprises to take the lead in the introduction of security compensation plan, this rapid dispute resolution mechanism by consumers widely praised, and gradually become the industry generally accepted and emulated after-sales service norms.

The report points out that the "delayed arrival" complaint indicates that logistics is still a bottleneck restricting the development of electricity dealers. At present, the Logistics Distribution service of network trading platform still adopts the third party logistics outsourcing mode, and the enterprise of the logistics is still a minority. The current Third-party logistics development has not been with the pace of online shopping-insufficient capacity, narrow coverage, the quality of courier personnel, and network business information flow is not smooth, refused to spot inspection problems are urgently needed to be resolved.