China News Service, March 12th. According to the official website of the Chinese Consumers Association, on March 12, 2020, the Chinese Consumers Association held a press conference in Beijing and released the "2019 Consumer Satisfaction Evaluation Report in 100 Cities". The evaluation results show that in 2019, the overall score of consumer satisfaction evaluation in 100 cities across the country was 77.02 points, which is generally at a good level.
Data Map: In a supermarket in Taiyuan, Shanxi, consumers are buying imported goods. China News Agency reporter Zhang Yunshe
According to reports, the 2019 consumer satisfaction indicator system consists of 3 first-level indicators, 16 second-level indicators, and 24 third-level indicators. The 100 evaluation cities mainly include municipalities directly under the central government, provincial capital cities, planned cities and some retail consumer goods. Higher total cities. This evaluation mainly used field surveys in the statistical and sociological sense. A third-party professional investigation organization organized by the China Consumers Association was carried out simultaneously in 100 assessed cities across the country from August to December 2019, and a total of 64,754 were recovered. Valid sample.
The evaluation results show that the comprehensive score of consumer satisfaction in 100 cities in 2019 is 77.02 points, which is 3.34 points higher than the comprehensive score of consumer satisfaction in 70 cities in 2018. Among the three first-level indicators, the score of "consumer environment" was 79.08 points, the score of "consumption supply" was 78.46 points, and the score of "consumer rights protection" was 70.86 points, ranking the bottom for three consecutive years. The evaluation results show that the overall level of urban consumer satisfaction in 2019 is good, but there is still much room for improvement; consumers' satisfaction with consumer rights protection is relatively low, and the problems of consumer rights protection need to be solved urgently, consumer law enforcement, consumer promotion, transaction security, and The protection of rights and interests has become the main aspect that consumers expect to strengthen. Consumer satisfaction is significantly different between regions. Except for individual cities, the scores of eastern and southern cities and cities with high levels of economic development are significantly higher than those of central and western regions and cities with average economic development. The overall satisfaction score ranking is generally stable, with scores increasing in most cities and fluctuations in the city ranking range; Changzhou, Hangzhou, Qingdao, Xiamen, Shanghai and other cities have higher consumer satisfaction rankings.
Zhu Xiaoqiao, Secretary-General of the China Consumers Association, pointed out that since 2017, the evaluation of urban consumer satisfaction has shown that compared with the three-year evaluation results, the comprehensive score of consumer satisfaction has increased steadily and is generally in a good level, but the consumption environment and consumption The short-term effects of rights protection are still prominent. Increasing the supply capacity of consumer rights protection and improving the efficiency of consumer protection are still the focus of attention in cities. Zhu Cambridge said that in the future, the Consumer Satisfaction Evaluation Project of the China Consumers Association will be stabilized in 100 cities. At the same time, localities are encouraged to carry out relevant investigations and evaluations based on actual conditions to help more cities make up for shortcomings, plug loopholes, strengths and weaknesses, and promote cities. The consumption environment continues to improve.
In order to further improve consumer satisfaction and combine the results of satisfaction evaluations conducted for three consecutive years, the China Consumers Association recommends that local governments and relevant departments: First, make every effort to ensure the upgrading and upgrading of consumer supply, to ensure safety, supply, and quality. Steady improvement of public consumer confidence; secondly, to coordinate and promote the construction of a reliable consumer environment, stimulate the vitality and motivation of market players, and help upgrade consumption and improve the quality and growth rate; thirdly, strengthen the construction of the credit system in the consumer field, and further explore consumer-centric communication and participation mechanisms Provide strong support for consumer rights protection; the fourth is to innovate consumer law enforcement and publicity methods to enhance the identity of operators and consumers' access to ensure that the market order operates reasonably and orderly; the fifth is to dig deeper into the value of relevant data and information for consumers Enhancement of satisfaction provides decision support; Sixth is to optimize the path of consumer rights protection, strengthen the top-level design of consumer rights protection in accordance with the requirements of social governance modernization, give play to the role of the consumer organization platform, build a co-governance system for consumer rights protection, and jointly build a shared consumption-friendly model society.
In the next stage, the China Consumers Association will report the city-specific evaluation results to the assessed cities in batches, and organize local consumer associations to further enhance the local consumers ’satisfaction in the cities under evaluation through expert evaluation, consumer research, and big data analysis. We will conduct in-depth research to provide full support for local governments to promote the construction of a reliable consumer environment, improve the consumer rights protection system and mechanism, and improve consumer satisfaction.