小海螺 发表于 2021-12-6 11:16

资阳市市场监督管理局2021年11月12315消费维权分析报告出炉，速来围观！

<!----><style type="text/css">html{font-size:375%}</style><link href="https://pic.app.jiuquhe.com/static/publish/css/style.css?v=1605251010486" rel="stylesheet" position="1" data-qf-origin="/static/publish/css/style.css?v=1605251010486"><div class="preview_article ">            <!---->    <p class="s7"><span class="s6"><span class="bumpedFont15"><b>一、基本情况</b></span></span></p><p class="empty_paragraph">&nbsp;</p><p class="qf_image big noneditable" contenteditable="false"><img src="https://pic.app.jiuquhe.com/front1_0_257077_Fir5c-EYZ3olo3BJm_rGAdMlsTGE.1638760571_11_16_12.jpg?watermark/1/image/aHR0cDovL3BpYy5hcHAuaml1cXVoZS5jb20vd2F0ZXJfaW1nXzIwMjAxMjA3XzQzOC5qcGc=/dissolve/100/gravity/SouthWest" alt="" width="1361" height="544" data-qf-origin="front1_0_257077_Fir5c-EYZ3olo3BJm_rGAdMlsTGE.1638760571_11_16_12.jpg?watermark/1/image/aHR0cDovL3BpYy5hcHAuaml1cXVoZS5jb20vd2F0ZXJfaW1nXzIwMjAxMjA3XzQzOC5qcGc=/dissolve/100/gravity/SouthWest"></p><p>&nbsp;<span class="s10"><span class="bumpedFont15">2021年</span></span><span class="s10"><span class="bumpedFont15">11</span></span><span class="s10"><span class="bumpedFont15">月，12315指挥中心受理各类诉求</span></span><span class="s10"><span class="bumpedFont15">1441</span></span><span class="s10"><span class="bumpedFont15">件，较上月</span></span><span class="s10"><span class="bumpedFont15">上升</span></span><span class="s10"><span class="bumpedFont15">1.1</span></span><span class="s10"><span class="bumpedFont15">%，其中咨询</span></span><span class="s10"><span class="bumpedFont15">1243</span></span><span class="s10"><span class="bumpedFont15">件、投诉</span></span><span class="s10"><span class="bumpedFont15">142</span></span><span class="s10"><span class="bumpedFont15">件、举报</span></span><span class="s10"><span class="bumpedFont15">56</span></span><span class="s10"><span class="bumpedFont15">件，分别占接收总量的</span></span><span class="s10"><span class="bumpedFont15">86.2</span></span><span class="s10"><span class="bumpedFont15">%、</span></span><span class="s10"><span class="bumpedFont15">9.8</span></span><span class="s10"><span class="bumpedFont15">%、</span></span><span class="s10"><span class="bumpedFont15">4</span></span><span class="s10"><span class="bumpedFont15">%，<b>已办结</b></span></span><b><span class="s10"><span class="bumpedFont15">1386</span></span><span class="s10"><span class="bumpedFont15">件，办结率</span></span><span class="s10"><span class="bumpedFont15">96.1</span></span></b><span class="s10"><span class="bumpedFont15"><b>%</b>。</span></span><span class="s11"><span class="bumpedFont15">198</span></span><span class="s11"><span class="bumpedFont15">件投诉举报已办结</span></span><span class="s11"><span class="bumpedFont15">143</span></span><span class="s11"><span class="bumpedFont15">件，其余</span></span><span class="s11"><span class="bumpedFont15">55</span></span><span class="s11"><span class="bumpedFont15">件正在按期办理；</span></span><span class="s6"><span class="bumpedFont15">涉及争议金额</span></span><span class="s6"><span class="bumpedFont15">58.22</span></span><span class="s6"><span class="bumpedFont15">万元，</span></span><span class="s12"><span class="bumpedFont15">为消费者挽回经济损失</span></span><span class="s12"><span class="bumpedFont15">22.78</span></span><span class="s12"><span class="bumpedFont15">万，立案</span></span><span class="s12"><span class="bumpedFont15">2</span></span><span class="s12"><span class="bumpedFont15">件。</span></span></p><p class="s13"><span class="s10"><span class="bumpedFont15">从接收方式上看，12315热线电话渠道接收诉求</span></span><span class="s10"><span class="bumpedFont15">1094</span></span><span class="s10"><span class="bumpedFont15">件，占比</span></span><span class="s10"><span class="bumpedFont15">76</span></span><span class="s10"><span class="bumpedFont15">%；通过全国12315互联网平台、微信小程序、公众号、信函、12345热线、APP等渠道接收诉求</span></span><span class="s10"><span class="bumpedFont15">347</span></span><span class="s10"><span class="bumpedFont15">件，占比</span></span><span class="s10"><span class="bumpedFont15">24</span></span><span class="s10"><span class="bumpedFont15">%。</span></span></p><p class="s13"><span class="s10"><span class="bumpedFont15"><br></span></span></p><p class="s14"><span class="s6"><span class="bumpedFont15"><b>二、投诉举报热点分析</b></span></span></p><p class="s16"><span class="s15"><span class="bumpedFont15">（一）按投诉举报问题统计</span></span></p><p class="qf_image big noneditable" contenteditable="false"><img src="https://pic.app.jiuquhe.com/front1_0_257077_FkXoX1M8QfIj-9bzEuU4DOaBqzvl.1638760577_11_16_18.jpg?watermark/1/image/aHR0cDovL3BpYy5hcHAuaml1cXVoZS5jb20vd2F0ZXJfaW1nXzIwMjAxMjA3XzQzOC5qcGc=/dissolve/100/gravity/SouthWest" alt="" width="810" height="536" data-qf-origin="front1_0_257077_FkXoX1M8QfIj-9bzEuU4DOaBqzvl.1638760577_11_16_18.jpg?watermark/1/image/aHR0cDovL3BpYy5hcHAuaml1cXVoZS5jb20vd2F0ZXJfaW1nXzIwMjAxMjA3XzQzOC5qcGc=/dissolve/100/gravity/SouthWest"></p><p>&nbsp;</p><p class="s9" style="text-align: center;">&nbsp;图1 投诉问题分类图</p><p class="s9"><br></p><p class="s20"><span class="s11"><span class="bumpedFont15">1、投诉热点。由投诉问题分类图（图1）可知，消费者投诉热点主要在</span></span><span class="s11"><span class="bumpedFont15">合同、售后服务问题</span></span><span class="s11"><span class="bumpedFont15">，占投诉总量的</span></span><span class="s11"><span class="bumpedFont15">39.43</span></span><span class="s11"><span class="bumpedFont15">%</span></span><span class="s11"><span class="bumpedFont15">。其中</span></span><span class="s11"><span class="bumpedFont15">合同</span></span><span class="s11"><span class="bumpedFont15">问题</span></span><span class="s11"><span class="bumpedFont15">29</span></span><span class="s11"><span class="bumpedFont15">件</span></span><span class="s11"><span class="bumpedFont15">、</span></span><span class="s11"><span class="bumpedFont15">售后服务</span></span><span class="s11"><span class="bumpedFont15">问题</span></span><span class="s11"><span class="bumpedFont15">27</span></span><span class="s11"><span class="bumpedFont15">件</span></span><span class="s11"><span class="bumpedFont15">，</span></span><span class="s11"><span class="bumpedFont15">分别占投诉总量的</span></span><span class="s11"><span class="bumpedFont15">20.42</span></span><span class="s11"><span class="bumpedFont15">%、</span></span><span class="s11"><span class="bumpedFont15">19.01</span></span><span class="s11"><span class="bumpedFont15">%</span></span><span class="s11"><span class="bumpedFont15">。</span></span><span class="s11"><span class="bumpedFont15">合同问题主要反应经营者拒不履行合同约定、利用预付费（卡）形式侵害消费者权益等。售后服务问题主要反应经营者不履行国家规定的三包义务、无故拖延、无理拒绝履行三包义务等。</span></span></p><p class="qf_image big noneditable" contenteditable="false"><img src="https://pic.app.jiuquhe.com/front1_0_257077_FiKpOqQasyP2-LU2JxVOCpT2wruU.1638760584_11_16_25.jpg?watermark/1/image/aHR0cDovL3BpYy5hcHAuaml1cXVoZS5jb20vd2F0ZXJfaW1nXzIwMjAxMjA3XzQzOC5qcGc=/dissolve/100/gravity/SouthWest" alt="" width="824" height="535" data-qf-origin="front1_0_257077_FiKpOqQasyP2-LU2JxVOCpT2wruU.1638760584_11_16_25.jpg?watermark/1/image/aHR0cDovL3BpYy5hcHAuaml1cXVoZS5jb20vd2F0ZXJfaW1nXzIwMjAxMjA3XzQzOC5qcGc=/dissolve/100/gravity/SouthWest"></p><p>&nbsp;</p><p class="s22">&nbsp;</p><p class="s19" style="text-align: center;"><span class="s18"><span class="bumpedFont15">图2 举报问题分类图</span></span></p><div class="s20"><span class="s23">2、 </span><span class="s11"><span class="bumpedFont15">举报热点。由举报问题分类图（图2）可知，消费者举报热点集中在</span></span><span class="s11"><span class="bumpedFont15">食品问题</span></span><span class="s11"><span class="bumpedFont15">、</span></span><span class="s11"><span class="bumpedFont15">侵害消费者权益行为</span></span><span class="s11"><span class="bumpedFont15">，占举报总量的</span></span><span class="s11"><span class="bumpedFont15">42.86</span></span><span class="s11"><span class="bumpedFont15">%。其中</span></span><span class="s11"><span class="bumpedFont15">食品问题</span></span><span class="s11"><span class="bumpedFont15">17</span></span><span class="s11"><span class="bumpedFont15">件、</span></span><span class="s11"><span class="bumpedFont15">侵害消费者权益行为</span></span><span class="s11"><span class="bumpedFont15">7件，</span></span><span class="s11"><span class="bumpedFont15">分别占举</span></span><span class="s11"><span class="bumpedFont15">报总量的</span></span><span class="s11"><span class="bumpedFont15">30.36</span></span><span class="s11"><span class="bumpedFont15">%、</span></span><span class="s11"><span class="bumpedFont15">12.5%</span></span><span class="s11"><span class="bumpedFont15">。占比很大的食品问题主要表现在商家经营腐败变质、油脂酸败、霉变生虫、污秽不洁、混有异物、掺杂掺假或者感官性状异常的食品、经营超过保质期的食品等。侵害消费者权益行为主要反映生产销售不符合保障人身财产安全要求的商品、欺诈消费者行为等。</span></span></div><div class="s20"><span class="s11"><span class="bumpedFont15"><br></span></span></div><div class="s20"><span class="s11"><span class="bumpedFont15">（二）按消费类型统计</span></span></div><p class="s20"><span class="s11"><span class="bumpedFont15">1、商品类投诉举报热点</span></span></p><p class="qf_image big noneditable" contenteditable="false"><img src="https://pic.app.jiuquhe.com/front1_0_257077_FrwRmo0bJxuWYdSU3A7KCscFoZ9R.1638760590_11_16_31.jpg?watermark/1/image/aHR0cDovL3BpYy5hcHAuaml1cXVoZS5jb20vd2F0ZXJfaW1nXzIwMjAxMjA3XzQzOC5qcGc=/dissolve/100/gravity/SouthWest" alt="" width="402" height="418" data-qf-origin="front1_0_257077_FrwRmo0bJxuWYdSU3A7KCscFoZ9R.1638760590_11_16_31.jpg?watermark/1/image/aHR0cDovL3BpYy5hcHAuaml1cXVoZS5jb20vd2F0ZXJfaW1nXzIwMjAxMjA3XzQzOC5qcGc=/dissolve/100/gravity/SouthWest"></p><p>&nbsp;</p><p class="s19" style="text-align: center;"><span class="s18"><span class="bumpedFont15">图3 商品投诉举报热点TOP10</span></span></p><p class="s19"><span class="s18"><span class="bumpedFont15"><br></span></span></p><p class="s20"><span class="s11"><span class="bumpedFont15">如图3所示，</span></span><span class="s11"><span class="bumpedFont15">11</span></span><span class="s11"><span class="bumpedFont15">月商品类投诉举报热点前3名依次是一般食品、家居用品、服装鞋帽。一般食品类主要反映食品变质发霉有异物、消费者食用后出现不良反应、过期食品、不符合国家食品安全标准的食品、商品标识标签问题等。家居用品类主要反应购买的家居有质量问题，与约定的材质颜色不符。服装鞋帽主要反映商品有质量问题。</span></span></p><p class="s20"><span class="s11"><span class="bumpedFont15"><br></span></span></p><p class="s20"><span class="s11"><span class="bumpedFont15">2、服务类投诉举报热点</span></span></p><p class="empty_paragraph">&nbsp;</p><p class="qf_image big noneditable" contenteditable="false"><img src="https://pic.app.jiuquhe.com/front1_0_257077_FqGA68U_4tpPcNVx2S3hK5LTLUBv.1638760596_11_16_36.jpg?watermark/1/image/aHR0cDovL3BpYy5hcHAuaml1cXVoZS5jb20vd2F0ZXJfaW1nXzIwMjAxMjA3XzQzOC5qcGc=/dissolve/100/gravity/SouthWest" alt="" width="311" height="418" data-qf-origin="front1_0_257077_FqGA68U_4tpPcNVx2S3hK5LTLUBv.1638760596_11_16_36.jpg?watermark/1/image/aHR0cDovL3BpYy5hcHAuaml1cXVoZS5jb20vd2F0ZXJfaW1nXzIwMjAxMjA3XzQzOC5qcGc=/dissolve/100/gravity/SouthWest"></p><p>&nbsp;</p><p class="s19" style="text-align: center;"><span class="s18"><span class="bumpedFont15">图4 服务投诉举报热点TOP10</span></span></p><p class="s19"><span class="s18"><span class="bumpedFont15"><br></span></span></p><p class="s20"><span class="s11"><span class="bumpedFont15">如图4所示，</span></span><span class="s11"><span class="bumpedFont15">11</span></span><span class="s11"><span class="bumpedFont15">月服务类投诉举报热点前3名依次是</span></span><span class="s11"><span class="bumpedFont15">餐饮和住宿服务、美容美发洗浴服务、其他服务</span></span><span class="s11"><span class="bumpedFont15">。</span></span><span class="s11"><span class="bumpedFont15">餐饮和住宿服务主要反应餐饮店食品安全问题、卫生环境问题，美容美发洗浴服务主要反应在美容院接受美容服务后出现不良反应，要求退费。</span></span></p><p class="s20"><span class="s11"><span class="bumpedFont15"><br></span></span></p><p class="s20"><span class="s11"><span class="bumpedFont15">3、</span></span><span class="s11"><span class="bumpedFont15">投诉举报量大的主体</span></span></p><p class="qf_image big noneditable" contenteditable="false"><img src="https://pic.app.jiuquhe.com/front1_0_257077_FkiPt2E0TNrn6h2auGnF9lKIkMpv.1638760601_11_16_42.jpg?watermark/1/image/aHR0cDovL3BpYy5hcHAuaml1cXVoZS5jb20vd2F0ZXJfaW1nXzIwMjAxMjA3XzQzOC5qcGc=/dissolve/100/gravity/SouthWest" alt="" width="383" height="426" data-qf-origin="front1_0_257077_FkiPt2E0TNrn6h2auGnF9lKIkMpv.1638760601_11_16_42.jpg?watermark/1/image/aHR0cDovL3BpYy5hcHAuaml1cXVoZS5jb20vd2F0ZXJfaW1nXzIwMjAxMjA3XzQzOC5qcGc=/dissolve/100/gravity/SouthWest"></p><p>&nbsp;</p><p class="s19" style="text-align: center;"><span class="s18"><span class="bumpedFont15">图5 被投诉举报市场主体TOP10</span></span></p><p class="s19" style="text-align: center;"><span class="s18"><span class="bumpedFont15"><br></span></span></p><p class="s20"><span class="s11"><span class="bumpedFont15">如图5所示，</span></span><span class="s11"><span class="bumpedFont15">11</span></span><span class="s11"><span class="bumpedFont15">月被投诉举报次数较多的市场主体是：</span></span><span class="s11"><span class="bumpedFont15">四川迪耀科技有限公司</span></span><span class="s11"><span class="bumpedFont15">（</span></span><span class="s11"><span class="bumpedFont15">4</span></span><span class="s11"><span class="bumpedFont15">件）反映</span></span><span class="s11"><span class="bumpedFont15">产品质量检验机构、认证机构伪造检验结果或者出具虚假证明的行为</span></span><span class="s11"><span class="bumpedFont15">。</span></span></p><p class="s20">&nbsp;</p><p class="s20"><span class="s28"><span class="bumpedFont15"><b>三、咨询情况分析</b></span></span></p><p class="s20"><span class="s11"><span class="bumpedFont15">11</span></span><span class="s11"><span class="bumpedFont15">月份，共接收消费者咨询</span></span><span class="s11"><span class="bumpedFont15">1243</span></span><span class="s11"><span class="bumpedFont15">件，占总诉求的</span></span><span class="s11"><span class="bumpedFont15">86.2</span></span><span class="s11"><span class="bumpedFont15">%，办结率100%。其中市场监管系统业务咨询</span></span><span class="s11"><span class="bumpedFont15">9</span></span><span class="s11"><span class="bumpedFont15">件</span></span><span class="s11"><span class="bumpedFont15">，</span></span><span class="s11"><span class="bumpedFont15">占咨询总量的</span></span><span class="s11"><span class="bumpedFont15">0.7</span></span><span class="s11"><span class="bumpedFont15">%</span></span><span class="s11"><span class="bumpedFont15">。</span></span><span class="s11"><span class="bumpedFont15">非市场监管系统业务咨询</span></span><span class="s11"><span class="bumpedFont15">389</span></span><span class="s11"><span class="bumpedFont15">件，占咨询总量的</span></span><span class="s11"><span class="bumpedFont15">31.3</span></span><span class="s11"><span class="bumpedFont15">%</span></span><span class="s11"><span class="bumpedFont15">。</span></span><span class="s11"><span class="bumpedFont15">消费维权知识咨询</span></span><span class="s11"><span class="bumpedFont15">845</span></span><span class="s11"><span class="bumpedFont15">件，占咨询总量的</span></span><span class="s11"><span class="bumpedFont15">68</span></span><span class="s11"><span class="bumpedFont15">%。</span></span><span class="s29"><span class="bumpedFont15"> &nbsp; &nbsp;&nbsp;</span></span></p><p class="s20"><span class="s29"><span class="bumpedFont15"><br></span></span></p><p class="s20"><span class="s29"><span class="bumpedFont15">来源：资阳市市场监督管理局</span></span></p><p class="s20"><span class="s29"><span class="bumpedFont15"><img src="http://pic.bbs.jiuquhe.com/forum/202104/07/103721nqqqpsmy2rhj1q6j.jpg" width="706" _height="799" border="0">&nbsp; &nbsp; </span></span></p>    <!----></div><!---->

上西街 发表于 2021-12-6 11:30

保护消费者的合法权益！

九五至尊 发表于 2021-12-6 11:30

感谢分享

唐门老大 发表于 2021-12-6 11:39

围观一下呗

半生浮云 发表于 2021-12-6 12:51

谢谢分享哦

我的祖国 发表于 2021-12-6 15:21

   谢谢分享。

资阳兔 发表于 2021-12-6 16:17

有啥用

狄龙岛怪 发表于 2021-12-6 17:33

旺路才三个？

斩魄 发表于 2021-12-6 19:59

谢谢分享

Madeo 发表于 2021-12-6 19:59

这么多
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