Last year, e-commerce complaints nearly 100,000 more than online buy site "list"

"Financial Network (blog, micro-bo)," the reporter Guo Suying with the approaching 315 this week, electric business consumer complaints again become the focus of the topic. March 11, China e-Commerce Research Center "2012 China E-commerce user experience and Complaints monitoring report," said, 2012 through online submissions, telephone, mail, instant messaging and other forms, a total of users throughout the country received e-commerce complaints nearly 93600, and 2011 basically flat.

China Electronic Commerce Research Center monitoring data show that 2012 national large-scale electricity dealer price war 10 times, and each price war after half a month time, all is the user complains the peak. Among them, network shopping complaints accounted for 55.4%, network Group purchase for 21.32%, mobile E-commerce for 5.36%,B2B network trade for 2.53%, other E-commerce category complaints for 15.39%.

It is noteworthy that the 2012 TOP30 hotspot Network shopping complaints website, taobao/cat, Amazon China, where customers sincere goods, shop 1th Online mall, rest assured that the shoe network, good music to buy, QQ network shopping, Huawei Mall, gather still net, Qiao words, new eggs china, go show net, top grade discount net, Xun Net, Gome online, Only product will, the state buys the net, Jiapin Net, Dangdang, gathers the United States excellent product, buys the special net, the Dream Bazaar, for the net, buys the online shoe city, the shopping mall, the Jiuxian net and so on the list, in the list Names Exposure list.

In addition, the 2012 TOP20 Hot spot Group buying complaints site, high-peer network, love-li group buying network, 58 group buy, like Group, QQ Group purchase, the United States Group Network, together, the Show group Network, full network, handle nets, litters group, tick group, the public comments network, 24 coupons, Mickey nets, thousand products net, seated net, glutinous rice mesh, cool group network, etc. .

Yia Jianfang, an assistant analyst at the China Electronic Commerce Research Center, believes that the number of complaints about shopping websites has a lot to do with their order volumes, and the probability of complaints is relatively high for the average volume of the electric Dealer website. However, the attitude of the electric Dealer website dealing with the feedback of users ' complaints directly determines the user's shopping experience. such as Amazon China, new eggs China, suning easy to buy in the processing of user complaints feedback is more positive; and Taobao shop, Dangdang, Bowser net, only product will, Jiapin net, Dream Bazaar, walk show nets, good music buy, in the processing of user complaints feedback more passive, especially Dangdang and Taobao shop, the user complaints are often ignored, very disregard.

Data show that as of December 2012, China's online retail market transactions accounted for 6.3% of the total retail sales of consumer goods, China's online shopping users up to 247 million people, an increase of 21.7%.

Yia Jianfang said, online shopping is still the most popular E-commerce area, the Chinese online users are expanding the scale, and users of the online shopping requirements are constantly improving, the past rough service model can not meet the user's shopping needs. This requires the electrical business enterprise in the user orders, payment, logistics distribution, return exchange and other after-sale services to do the whole process of service, to improve user satisfaction of shopping experience, thereby enhancing user viscosity. (Stock market weekly feeds)