On November 21, in response to the case of Li Jiaqis no change after buying in the public opinion analysis report on double 11 issued by the China Consumer Association, @ Li Jiaqis official microblog responded that customers had reflected the problem to the brand side and Li Jiaqis studio on November 6, and the manufacturer made a refund because the goods had been sold out at that time, and the live room had been with the brand side Actively coordinate after-sales. If there are still any opinions on the current after-sales solutions, they will be responsible to the end.
Event review: Wang Han, Li Xueqin and Li Jiaqi were named by China Consumer Association
During the period from November to November, a total of 1429 653 pieces of information were collected during the period from November to November.
During the monitoring period, a total of 334083 pieces of negative information about live delivery with goods were collected. The slot points mainly focused on two aspects, namely, star bringing goods suspected of fraud, low after-sales service satisfaction and poor experience.
Pictures / worms
The double 11 in 2020, incarnated as nunchakus, has turned men and women into natives, and has also brought a flood of consumer rights protection information.
Hot topics and online shopping transactions are on the same screen, and buy buy and talk about interact instantly, which has become the biggest feature of the public opinion in the two consumer areas on and off the line of double 11 this year.
On the day of double 11, there were more than 1 million consumer rights protection information
Microblog is the main front
During the period from November to November, a total of 1429 653 pieces of information were collected during the period from November to November. During the monitoring period, the consumer rights protection information curve showed a fluctuating trend, and three public opinion volume peaks appeared on October 21, November 1 and November 11, which were closely related to the opening Carnival and two waves of promotion of several head e-commerce platforms. Among them, the peak appeared on November 11 with 1051437.
Daily information volume of consumer rights protection
According to the Chinese Consumer Association, during the monitoring period, a total of 334083 pieces of negative information about live with goods were collected. The daily amount of negative information is relatively stable, with an average daily number of 12373, among which the public opinion information on November 11 is the highest.
Live broadcast of negative trend of goods
From the perspective of information dissemination channels, microblog is the main channel of consumer rights protection information dissemination during the double 11 period, accounting for 56.30% of the total amount of information; the second is the client, accounting for 18.16%; the third is wechat, accounting for 12.16%.
Information quantity and proportion distribution of consumer rights protection channels
Star Live circle hot, Wang Han, Li Xueqin make complaints about rollover, Li Jiaqi was also Tucao.
According to the China Consumer Association, during the monitoring period, a total of 334083 pieces of negative information about live delivery with goods were collected. The slot points were mainly concentrated in two aspects, namely, star bringing goods suspected of fraud, low after-sales service satisfaction and poor experience.
On the one hand, the counterfeiting of influence indicators such as the number of viewers bragging and the water injection of sales data has formed an industrial chain. On the other hand, competition in the same industry, such as malicious bill swiping, fancy kicking and false reporting, also pollutes the live broadcasting ecology. The Chinese Consumer Association said, for example, Wang Han and Li Xueqin, for example, were suspected of dumping goods with live broadcast.
According to media reports, the screenshots of the circle of friends circulated on the Internet showed that in Wang Hans Shunde special live broadcast on November 6, 1323 sets were sold and 1012 sets were refunded on the same day after the merchants paid 100000 yuan for the broadcast. The refund rate was as high as 76.4%. And other businesses also have similar experience, leading to shops received false trading platform warning.
In response to Wang Hans suspected bill swiping behavior, the signing party of Wang Han, Galaxy stars, responded that this is false. At present, the platform is involved in the investigation, and the specific source of the attack has not been identified. On the 17th, Bai Tao, the informant, issued a statement saying that the rumor about Wang Hans carrying goods was false and untrue.
According to media reports, on the evening of November 11, the popular talk show actors Li Xueqin and Yang Tiantian participated in a live broadcast on a certain platform, and most of the interaction with her were fake robot fans. A staff member who participated in the whole live broadcast said that of the 3.11 million viewers at the end of the day, less than 110000 really existed. The number of other viewers was all spent money, and most of the comments of fans who interacted with Li Xueqin in the comment area were also printed by machines.
For this live broadcast, we need to maintain 3 million peoples popularity and interact with each other. The end is 3.11 million, and the natural popularity is less than 110 thousand. The staff member told shenzhen.com that the live broadcast was initiated by the platform, and the sponsor entrusted the maintenance of the live broadcast effect to a media company, and the media company outsourced the demand of live broadcast popularity and interaction to a single brush agency.
Screenshot of Li Xueqins live broadcast
In addition, the Chinese Consumer Association said that although live delivery with goods is popular, a considerable number of businesses that only focus on gathering traffic and expanding sales actually do not have corresponding after-sales service system. Meanwhile, the customer service responsibilities between the anchor are not clear, and when they encounter the problem of after-sale, they kick the ball together, which leads consumers to make complaints about Tucao.
Photo source: icphoto
The routine is complicated and the calculation is too deep
Wool collectors are often cut leeks
The report shows that during the monitoring period, 915029 negative information about promotion rules are collected, and the relevant public opinions are concentrated in three aspects:
On November 4, @ cctv.com looked at it quickly: e-commerce is on the alert of big data. The price difference of the same commodity with different account numbers is 25 yuan u0dcf] this year, the double 11 online shopping festival began on November 1. Many consumers are ready to empty their shopping carts and have a good time. But at the same time, we should be alert to one thing, that is, big data killing. On October 16, when Ms. Han of Beijing used her mobile phone to shop on an e-commerce platform, she mistakenly used another mobile phone to check out. However, she found that the same product of the same business, which has been registered for 12 years and has been used frequently and consumed a total of nearly 260000 yuan, is 25% more expensive than the ordinary account which has been registered for more than five years, rarely used and with a total consumption of more than 2400 yuan Its a dollar.
2. There are hard rules such as no use of full discount coupons, no refund if no balance payment, no refund until early morning and no refund on double 11;
On November 2, @ Sina Technology said, is it reasonable to refund only after the balance payment has been paid? [Guangming Daily: Chong ah, the person who pays the last payment, is it reasonable to chop hands? u3011As an artificial Festival, double 11 is more and more worthy of its name. Its sense of ceremony is becoming more and more grand, and businesses continue to strengthen the sense of ceremony and enhance the sense of participation of consumers. Impossible to guard against consumers Tucao and voice, if we first rise and fall, and then become inferior, we will be unable to make complaints about the routine. Consumers participation in the double 10 will be overconsumed, and the symbolic meaning built up over the years will be gradually dispelled.
On November 11, @ Yi Xiaohan: many people said that the refund entrance was closed on the day of double 11 u1987 no refund u0dcf!!! It has been clearly written on the prompt that the refund entry for undelivered orders will be closed at 0:00 on November 11 and opened at 0:00 on November 12. So if you want a refund, try again at 0:00 on November 12!
3. Such as calculation of full reduction, allowance, red envelope, merger and purchase, which is comparable to the method of mathematical examination questions.
Gao Jiesi has also become the object of netizens make complaints about the situation. Theres a discount on two pieces, but one piece is limited? What kind of confusions is this? Can the blatant false publicity of the double 11 still be ok
To this end, the Chinese Consumer Association said that the public opinion data of the double 11 this year has released three signals in a concentrated manner:
First, the big data slagging, unfair and unreasonable pricing, refusal to trade and one of two hidden in the gray zone of network economy in various forms will be clearly defined by laws and regulations and effectively pursued.
The second is that either the old pattern of sales promotion dominated by flow thinking or the so-called new play method designed according to social algorithm will face deconstructive change and reshape the consumption ecology of the industry.
Third, the new technologies and new formats represented by social algorithm and live delivery will speed up the pace of self revolution and iteration update before the choice of consumer behavior voting with feet.
China Consumer Association reminds that all kinds of subjects should take real measures to strictly control the quality of goods, abandon the preferential promotion routines that have seriously deviated from the spirit of openness and sharing of the Internet, and soberly grasp the good opportunities for the opening of a new era of consumption, consumption formats and ecological reconstruction.
Guys, did you go shopping on November 11? Have you encountered any routines? What problems have you encountered? Leave a message to share your story
Source: the 21st century economic report is a comprehensive report from the official website of China Consumer Association, China news network, Sina Weibo, and public information
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