China Consumers Association: Only 30% of consumers surveyed are satisfied with the results

Data Map: Tourists buy products with local characteristics in the e-commerce park. Photo by Fuyu, reporter of Chinanews.com

Chinanews Client Beijing, March 15th (Xie Yiguan) On the 15th, the China Consumers Association released the "Consolidation of Your Strength" Consumption Rights Cognition and Behavior Survey Report, showing that about 60% of the respondents were aware of the current consumption environment Expressed peace of mind, but the “unsatisfactory quality” of the purchased goods or services became the main problem that plagued the respondents, and only 30% of the respondents expressed satisfaction with the results of their rights protection.

In order to understand the awareness of consumer rights protection in consumer activities and behaviors of consumer rights protection, and to find hot and difficult issues in consumer rights protection, the China Consumers Association adopted the "3-hour public welfare" platform from the end of February to early March 2020 to carry out the nationwide This "Consolidate Your Strength" consumer rights awareness and behavior survey activity, finally obtained 6,502 valid samples.

The "Research Report" shows that from the perspective of the consumption environment, about 60% of the respondents expressed confidence in the current consumption environment, but the "unsatisfactory quality" of the purchased goods or services became the most important problem that plagued the respondents. Running with merchants is considered the biggest hidden danger of prepaid card consumption.

From the perspective of consumption level and consumer confidence, nearly half of the respondents expressed "more satisfaction" or "very satisfied" with the current living standards, and were fully confident about consumption in the coming year.

From the perspective of consumption behavior characteristics, online consumption has replaced the offline consumption trend. Nearly 60% of the respondents have over-line consumption, especially during the new pneumonia epidemic, which has accelerated the daily consumption of respondents. At the same time, nearly 80% of the respondents believe that it is very necessary to restrict wildlife consumption.

From the perspective of social co-governance cognition and perception, nearly 70% of the respondents believe that promoting co-construction and co-governance and sharing of consumer rights is effective to improve the consumption environment. Consumers, industry associations, consumer associations, media, and companies have made joint efforts. In terms of work that needs to be strengthened to improve consumer rights protection, interviewees mentioned the rate of “improving relevant legislation and strengthening supervision” (75.1%). highest.

The survey results show that although most consumers agree with the current consumption environment and have sufficient confidence in future consumption, nearly 30% of respondents have had consumer disputes with operators. Ninety percent of the respondents will take action to safeguard their rights in case of consumer disputes. However, only 30% of the respondents are satisfied with the results of their rights protection. Consumers' perception of rights protection channels, low processing efficiency, and difficulty in identifying responsibilities have also become the pain points of current consumer rights protection.

To this end, the China Consumers Association issued four recommendations: first, to give full play to the role of the Consumers ’Rights Protection Coordination and Co-governance platform to consolidate social consensus and the strength of all parties; second, to strengthen the supply of professional power for consumer rights protection and gradually improve consumer rights protection The sense of gain; the third is that the online trading platform needs to be more proactive in establishing a close collaborative working mechanism with consumer rights protection agencies to protect consumer rights and interests; the fourth is to strengthen the supervision of wildlife trading and guide the establishment of a scientific diet consumption concept. (Finish)