China E-commerce Research Center: China's e-commerce user complaints in Q3 2012 fell 7.6% month-on-month

On October 18, 2012, according to the "2012 Q3 China E-commerce User Experience and Complaint Monitoring Report" released by the China E-commerce Research Center, in Q3 2012, a total of 23,156 e-commerce complaints were received from e-commerce users across the country, a decrease of 1,612 cases compared to the third quarter of 2011, a year-on-year decrease of 6.51%; compared to the second quarter of 2012, a decrease of 1,926 cases, a month-on-month decrease of 7.65%.

The report shows that detailed services are still a hot issue for users to complain about, and energy-saving subsidies for online home appliance purchases and account security have become new hot issues for complaints.

Among them, the complaints are mainly concentrated in the field of online shopping, accounting for 54.3% of the total complaints, followed by the field of online group buying, accounting for 23.4% of the total complaints. In addition, user satisfaction with delivery speed is still low, only 21.3%.

Yao Jianfang, assistant analyst at the China E-Commerce Research Center, believes that as e-commerce companies gradually improve their ordering systems, delivery speeds, logistics distribution, and after-sales services, users' shopping experience has improved and the number of complaints has decreased compared to the same period last year.