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Quality Miles: The average pass rate of service quality of 18 products is 81%
Economic Daily - China Economic Net
Economic Daily - China Economic Net Beijing March 14th, March 14th, China Quality Miles Promotion Association released the results of the unannounced investigation and questionnaire survey on the commitment to product and service quality in 2018, the quality of service of 18 categories of products The average pass rate is 81%, and the average pass rate of service quality in 4 industries is 82%.
Economic Daily - China Economic Net reporter learned that China Quality Miles Promotion Association from January to December 2018 has successively visited Beijing, Guangzhou, Dongguan, Qingdao, Shanghai, Chengdu, Chongqing, Nanjing, Suzhou, Kunshan, Yixing, Wuhan, Xi'an. The products and service quality integrity commitments of the 23 provinces (cities), Changsha, Shenyang, Dalian, Changchun, Jinan, Fuzhou, Hefei, Shijiazhuang, Tianjin, Urumqi and other provinces (cities) have carried out unannounced visits and questionnaire survey activities.
A total of 2,119 enterprises were surveyed, involving 27 industries, 413 brands and 361 qualified brands, accounting for 87% of the total number of surveys. Among them, kitchen appliances, refrigerators, washing machines, water heaters, air conditioners, freezers, televisions, microwave ovens, water purifiers, air purifiers, smart sweepingrobotThe average pass rate of service quality of 18 categories of products such as smart phones, computers, dishwashers, fresh air systems, safety gates, automobiles and elevators was 81%. The average pass rate of service quality in four industries, including railway, civil aviation, insurance, and telecommunications, was 82%.
The analysis of the questionnaire showed that among the problems found, product quality problems accounted for 38%, service problems accounted for 33%, commercial fraud (false advertising) accounted for 23%, price issues accounted for 3%, and false publicity accounted for 3%.
The survey results also show that the quality and integrity commitments of 10 industries such as home appliances and insurance are more prominent:
1. Home appliance industry: The quality of after-sales service is more greasy, exaggerating problems, fuzzy charging standards, and small diseases such as Dazhi.
2. Insurance industry: Insurance claimants are difficult to see, face is ugly, and things are difficult to handle. Car insurance and loss-making personnel do not follow the regulations and encroach on the interests of the company and consumers. The quality of employees is low and the liquidity is large, and consumers' reasonable demands are difficult to meet.
3. Automobile and accessories industry: The ratio of “not repaired once” in automobile maintenance is 5.6%. The minor illnesses are overhauled, the old ones are refilled, the standard of spare parts is missing, and the auto parts market is small, miscellaneous and chaotic.
4, mobile phone industry: after-sales service problems can not be ignored, the implementation of standby machines is difficult, the maintenance price is high, counterfeit maintenance station.
5. Tourism industry: The problem of compulsory consumption is outstanding. The service of individual star-rated hotels is not standardized. The integrity of individual travel agencies is lacking. The employees are mixed, and there are phenomena of bullying and slaughtering, which damages the legitimate rights and interests of consumers and the travel experience.
6, inspection and testing industry: inspection and testing market conditions are still worrying.
7. Net car industry: The service platform service guarantee system is not perfect, the service quality is lacking in integrity, and consumers are difficult to complain.
8. Telecommunications industry: Individual telecom operators have exaggerated propaganda, and “advanced and sung” has arbitrarily adjusted the package. The “overlord phenomenon” infringes the legitimate rights and interests of consumers.
9, e-commerce industry: lack of integrity, quality is difficult to protect, false promotion routines, platform management to be strengthened.
10, home improvement industry: mixed fish, lack of self-discipline, market confusion, more cats, cut corners, rough production, after-sales service is not guaranteed, "low-cost all-inclusive" turned into "price increase all-inclusive" chaos.
In response to the lack of integrity of product quality and service quality reflected in the survey, the China Quality Miles Promotion Association made recommendations that it is necessary to strictly stipulate the main responsibility of the quality of the enterprise, improve the quality management level of the enterprise, accelerate the innovation of the quality and technology of the enterprise, and play a leading role in leading enterprises. We will earnestly adhere to the bottom line of quality and safety and actively promote the quality and social co-governance.
Editor in charge: Robot RF13015
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