Double 11 Consumer Complaint Data: The Number Of Effective Complaints On The Shopping Platform Exceeded 36000

According to the news on November 20, the media learned that sina black cat complaint platform and micro hot big data research institute jointly released the 2020 "double ten one" consumer complaint data report today. The report is based on the data of micro hot big data research institute, Sina data center and black cat complaints, and makes Progress on the overall consumer public opinion of e-commerce, logistics and other online shopping related industries during the "double 11" period Comprehensive analysis and summary.

According to the data of micro hotspot big data research institute, from November 1 to November 15, 2020, the amount of information related to "double 11 e-commerce platform complaints" reached 529000. In terms of shopping platforms, black cat complaints data showed that the number of effective complaints from shopping platforms exceeded 36000 from November 1 to 15, up 58.27% month on month compared with the second half of October.

Specifically, during the "double 11" period, pinduoduo, Ali, Jingdong, dewu app, tmall and Suning e-buy had more than 1000 effective complaints. Among them, the number of effective complaints of pinduoduo exceeded 10000, and the effective complaints of tmall increased by more than 200%. From the perspective of response rate, Jingdong, dewu app and Suning e-buy are better, while Taobao and tmall are worse.

On the freight logistics platform, during the "double 11" period, there were more than 6000 effective complaints from the freight logistics industry of the black cat complaint platform, with a month on month increase of more than 50% in the second half of October. Although the number of complaints has increased, the overall response rate and completion rate of the logistics and freight industry are higher. During the "double 11" period, the number of effective complaints from SF express, Yuantong express, Yunda express, China Post, Baishi express, Shentong express, Zhongtong express, Jingdong Logistics, danniao and Cainiao ranked in the top 10, and the response rate was nearly double.

In addition to shopping platforms, freight logistics and other platform parties, the number of effective complaints increased more during the "double 11" period, including cosmetics and clothing industry brands.

According to the complaint data of black cat, during the "double 11" period, there were more than 2400 complaints from the beauty and clothing industry, an increase of 384.10% month on month in the second half of October. Among them, Nike, Hailan home, Adidas, guess, Sephora, UNIQLO, L'Oreal, echolac, Li Ning and Anta ranked in the top 10.

In addition, according to the data from the micro hotspot big data research institute, microblog topics such as refund, refund and being angry by Gao Jiesi were both on hot search. The number of blog posts on the topic of refund reached its peak on November 1, with 48000 posts and 42000 related users. Up to now, the number of topics read by Gao Jiesi has reached 280 million and the number of discussions has reached nearly 10000.

According to the data from the micro hotspot big data research institute, through the opinion sampling analysis on the topic of consumer's "double 11" rights protection, it can be seen that one of the most prominent problems reflected by consumers in the "double 11" this year is that they want to refund after payment, the refund channel is temporarily closed, and when the payment can be refunded, the merchants have already delivered or forced to deliver goods, accounting for 10.5%; in addition, 14.3% of the consumers have already delivered goods Percent of consumers reported that they could not merge payments or use coupons.