Consumer complaint data report of “double 11” in 2021 From Black cat complaint

The following is the Consumer complaint data report of “double 11” in 2021 From Black cat complaint recommended by recordtrend.com. And this article belongs to the classification: Electronic Commerce, research report.

Sina’s consumer service platform black cat complaint and micro hotspot research institute jointly released the “double ten one” consumer complaint data report in 2021. Based on the data of micro hotspot research institute, Sina data center and black cat complaint, the report comprehensively analyzed and summarized the overall consumer public opinion of e-commerce, logistics and other online shopping related industries during the double 11.

Nearly 30% of consumers believe that there are many “routines” falsely publicized by businesses

In the “double 11” promotion war, some commodities went up in the dark, rose first and then folded, and the preferential intensity was far from meeting consumers’ expectations. Some consumers even called for “being cheated”. Therefore, the problem of consumer rights protection also arises. From October 20 to November 20, 2021, the amount of information about “double 11 e-commerce platform complaints” in the whole network exceeded 1.5 million.

According to the data of the micro hotspot research institute, through the point of view sampling analysis on the topic of consumers’ rights protection complaints on the “double 11” this year, it can be seen that there is a point of view reflected by consumers on the “double 11” this year, which accounts for 27%; In addition, 17% of consumers reported problems related to after-sales service.

The number of relevant posts on the microblog platform double 11 reached 119 million

According to the data of sina data center, during the “double 11” period, the related hot blogs of microblog users continued to rise. On October 20, pre-sale was opened on various platforms, and the volume of related blogs reached a high of 7.75 million; On November 10, the double 11 event reached a climax, and all platforms successively entered the balance payment stage, with the peak number of relevant blog posts reaching 8.35 million.

During the double eleven period, Taobao and L’OREAL’s bottles and facial mask events were rushed to the hot search, and the refund of pre-sale orders received more attention from consumers. On October 21, the number of blog posts reached the peak, and the number of blog posts reached 20000 on that day. During the double 11 Festival, the topic of L’Oreal aroused heated discussion among consumers. On November 18, the reading volume of L’Oreal related blog reached the peak, reaching 1.5 billion on the same day.

L’Oreal incident leads to hot discussion, and the reading volume of blog articles in a single day is nearly 1.6 billion

L’OREAL initially publicized “the lowest price of the whole network” in micro-blog’s live broadcast on micro-blog, but a large number of consumers complained that the price of L’OREAL’s ampoule mask sold at the live room was 66% higher than that of the spot. The related public opinion has been gradually fermented since November 15th, and the related topics have been rushed to the hot list many times. On the 15th, # L’Oreal was accused of false propaganda #. On the 16 day, L’OREAL responded for the first time to the price difference of ampoule mask. On the 17th, # L’Oreal customer service said that Li Jiaqi said that low prices did not count #, # nearly 10000 consumers went to the black cat to complain about L’Oreal #, # Li Jiaqi and Weiya suspended their cooperation with L’Oreal #. On the 18 day, L’OREAL apologized, and L’OREAL responded to the bottle mask incident again, and gave the solution to the coupons, but the netizens did not buy it. On the 19 day, L’OREAL’s false propaganda complaints exceeded 25 thousand. From the 15th to the 20th, the total number of relevant blog posts read exceeded 3.1 billion in six days, reaching a peak on the 18th, and the number of relevant blog posts read was nearly 1.6 billion.

The number of complaints on the black cat complaint platform increased by 76% during the double 11

According to the black cat complaint data, due to the lengthening of the time line of the “double 11” Shopping Festival, the pre-sale was opened on October 20, and the number of complaints peaked on November 17. During the “double 11” period, the overall daily effective complaint volume of the platform was 14163, an increase of 76% month on month.

During the “double 11” period, the number of effective complaints related to shopping platform, beauty clothing and freight logistics on the black cat complaint platform increased significantly. The number of effective complaints in the beauty and clothing industry increased by 3858% before and after the “double 11”. According to the black cat complaint data, the number of effective complaints on the shopping platform exceeded 114000 from October 20 to November 20, up 68% from the previous cycle. The number of effective complaints in the freight logistics industry of the black cat complaint platform was nearly 30000, with a month on month increase of 52%.

The number of complaints on shopping platforms increased by 68% before and after the double 11

As of 0:00 on November 12, the real-time transaction volume of tmall’s “double 11” exceeded 540.3 billion yuan in 2021; As of 0:00 on November 12, the cumulative order amount of JD’s “double 11” exceeded 349.1 billion yuan. Behind the rising figures, the consumption problem should not be underestimated. According to the black cat complaint data, the number of effective complaints on the shopping platform exceeded 114000 from October 20 to November 20, up 68% from the previous cycle.

According to the complaint data of black cat, during the “double 11” period, the number of complaints from pinduoduo, Taobao and Jingdong exceeded 20000. Among all mainstream shopping platforms, tmall supermarket had the highest growth rate of effective complaints, reaching 324%. Shopping platform businesses are differentiated, among which Jingdong, dewu, Suning, Siku and Zhuanzhuan are better, while pinduoduo, Taobao, tmall, tmall supermarket and idle fish are worse.

During the “double 11” period, complaints about beauty and clothing increased nearly 40 times

In addition to shopping platforms, freight logistics and other platforms, brands in the beauty and clothing industry also increased significantly during the “double 11” period. During the “double 11” period, the number of effective complaints in the beauty clothing industry increased the most. Among them, the number of complaints from L’Oreal, tigatine and Philharmonic in Paris exceeded 1000.

According to the black cat complaint data, the number of effective complaints in the beauty and clothing industry exceeded 54000 during the “double 11” period, with a month on month increase of 3858%. Among them, L’Oreal, tigatine, Filo, Anta, Nike, Winona, Adidas, Olay, Li Ning and UNIQLO ranked among the top 10 in terms of effective complaints.

Before the “double 11”, the number of complaints from tijiating was 0, while the number of complaints from L’Oreal, Filo, Winona and Olay was less, and the number of complaints increased significantly during the double 11. The complaints of L’Oreal, tigatine and FILA focused on the price protection, and the pre-sale price was higher due to the issuance of vouchers by the store. Winona’s complaints focused on logistics problems. Winona failed to deliver the goods within the agreed time limit, and the communication with customer service was invalid. Olay’s complaints focused on false publicity. After participating in Olay’s “praise ceremony”, he was told that the activity was over.

The overall complaint volume of freight logistics industry increased by 52%

After the “double 11” purchase, I thought I could happily wait for express delivery, but all kinds of problems arose in the subsequent “distribution” link. During the “double 11” period, the number of effective complaints from the freight logistics industry of the black cat complaint platform was nearly 30000, an increase of 52% over the previous cycle. Among them, Yuantong express, China Post, Yunda express, Shentong express, JD logistics and SF have more than 2000 effective complaints.

The highest increase in the number of complaints was huolala, reaching 131.9%. In addition, the number of complaints from Yuantong express, China Post and Zhongtong express increased by more than 50%. It is mainly because the express does not update the logistics for a long time, it is suspected to lose parts or put them in the rookie post station without permission.

Among the complaints related to freight logistics, the hot word of consumer complaints is “delay”. In addition, “loss” and “after-sales service” have also become the core issues of consumer complaints. It can be seen that when distributing online shopping items, consumers are most concerned about timeliness and after-sales.

The “double 11” has come to an end, and the “double 12” is coming. The service quality of the industry will be tested again. I hope enterprises can strive to improve services and protect the legitimate rights and interests of consumers.

As a neutral third-party platform, black cat complaint aims to build a fast communication channel between users and businesses, continue to make efforts in consumer services, solve the difficulties and pain points of consumers in the consumption process, provide more services around consumption, and strive to create a healthy and upward consumption ecological environment.

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