Recently, the China Consumer Association issued a complaint Analysis of the first quarter of 2019, the National Consumers Association Organization accepted. The first quarter of 2019, the National Consumers Association organized a total of 189,654 pieces of consumer complaints for consumers to restore economic losses 33,730 yuan. Among them, a total of 14,308 houses building materials, accounting for 17.26 percent of total merchandise complaints, ranking fifth merchandise categories of complaints.
(Source network, intrusion deleted)
building materials and decoration goods and services are still hot spots of complaints
the first quarter of 2019, the National Consumers Association organized accept merchandise categories of complaints 82,866, of which a total of 13,989 household goods category, accounting for 16.88 percent of total merchandise complaints, ranking third commodity categories of complaints; house building materials total of 14,308, accounting for 17.26 of total merchandise complaints %, ranking fifth merchandise categories of complaints.
National Consumers Association organized accept service categories of complaints, the total volume of complaints is 100,006 pieces, home improvements and property services 4,544 pieces.
quality, contract, service is a family focus of complaints
The author notes that the National Consumers Association Organization accepted housing and building materials total complaints for the first quarter of 2019, 5,877 pieces, decoration materials as 3,141 complaints pieces, including 1,124 pieces of quality complaints, complaints contract 882 682 complaints accounted for the top three building materials decoration and service complaints.
The total general merchandise categories of complaints for the 13,989 pieces of furniture a complaint to 3,383 pieces, including 1,309 pieces of quality complaints, 917 complaints contract and service complaints accounted for 798 of the top three complaints furniture; house decoration and property services for the 4,544 total complaints pieces, home improvements complaint to 3,117 pieces.
contract of 1,543 complaints, including parts, service quality complaints and 713 complaints respectively, accounting for 427 of the top three home improvements service complaints.
service complaints is the focus of attention
China Consumers Association released the first quarter of 2018, the National Consumers Association organized accept complaints analysis (Figure 5), housing and building materials for the 6,116 total complaints parts, building materials for the renovation of complaints3,186, of which 1,302 pieces of quality complaints, 705 complaints contract and service complaints accounted for 648 furniture, building materials decoration of the top three complaints.
comparing the first quarter of 2018, the National Consumers Association organized accept complaints can be found, the total complaints in 2019 of furniture and home decoration rose 6.82% and 4.04%, respectively, compared with last year.
in the furniture complaints, quality complaints, complaints and service contracts significantly increased the volume of complaints, which service complaints increased by 24%, the amount of the contract price and the volume of complaints complaints complaints, including the total amount of housing renovation significantly increased. Building materials in the decoration of complaints in the first quarter of 2019 renovated building contract complaints reached 882, an increase of 25%.
Comparative Investigation of complaints two years can be found, safety complaints, complaints and service contracts has been a complaint, decoration materials, furniture and home decoration complaint in the complaint have significant growth.
Furniture reason for the complaint
Throughout the reason for the rise of complaints furniture, mainly in the following aspects:
1 does not match the material, many furniture businesses to attract customers, will emphasize some of the more expensive choice of furniture materials. But because the process or for other reasons, not all of the actual use of such materials. Consumers know, I do not understand that in order to complain.
2. The size of the error color error, some stores custom-designed furniture can not be intuitive for customers to display, modify, or because the design cumbersome inconvenience, it is easy to lead to the production does not match the size and effect of the large differences in the product.
3. The delivery time does not match with the contract. Production companies because of strict control, there will be a number of orders in the order management led to serious delays in delivery can not be completed, and consumers will therefore delay the renovation, and therefore lead to complaints.
4. The presence of pricing errors. When salespeople offer materials offer incomplete, missing important charges, leading to customer price misunderstood, it will also have a complaint.
5. Poor after-sales service, after-sales furniture is relatively complicated, some companies no manpower to complete the perfect after-sale will lead to customer complaints.
visible, product quality and delivery time does not match with the agreement, denominated transmission of the disease, the cause of poor service resulting in three areasA surge in customer complaints, but also further damage the brand image.
Therefore, in fierce competition in the furniture industry, household enterprises in order to reduce customer complaints, but also requires companies to do the brand development of early heart to promote the sound development of the industry. Under the premise of integrity and experience in business, improve service, and improve their efficiency in order to build the core competitiveness of enterprises.
(Source: large household electric shopping district - public number, invasion deleted)
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