艾普思咨询 据艾媒咨询数据，2023 年中国化妆品行业市场规模为 5169.0 亿元，同比增 长 6.4%，2025 年有望增至 5791.0 亿元。与此同时，消费者投诉也在持续增加， 据消费保数据显示，2023 年美妆行业投诉量达 2766 件，同比增长 159.72%。《艾 普思咨询：美妆行业投诉洞察报告》基于国内主流投诉平台投诉数据，从投诉缘 由、投诉要求、被诉品牌、涉诉金额、处理满意度等多个方面洞察美妆行业投诉 现状。 本报告为专题报告，每两个月持续发布双月报（首期除外），敬请关注。 | | | 数据时效 2024 年 1 月-2024 年 12 月 数据说明 1、 本次数据采集以美妆细分品类以及部分重点美妆品牌为关键字， 共获取数据合计 6.88 万条；由于关键字及平台限制，获取数据量 或与实际数据量有出入； 2、 品牌及投诉缘由、投诉要求均以关键字划分，统计中或存在少许遗 漏，结果仅供参考； 3、 一起投诉可能同时涉及多种投诉缘由及投诉要求，因此各分类投诉 量之和或大于总投诉量。 目 录 | 一、 | 2024 | 年美妆行业投诉量：10-11 月投诉量猛增 | 1 | | --- | --- | ...

Investment Rating - The report does not explicitly provide an investment rating for the restaurant industry Core Insights - The restaurant industry in China demonstrated resilience with a total revenue of 55,718 billion yuan in 2024, reflecting a year-on-year growth of 5.3% [2] - The number of consumer complaints in the restaurant sector has been increasing, primarily due to food safety issues, inconsistent service quality, and false advertising [2][24] - A total of 32,982 complaints were recorded on major complaint platforms, with beverage vendors accounting for nearly 55% of the complaints [7][33] Summary by Sections 1. Restaurant Consumer Complaint Data Analysis - **Complaint Volume Trends**: The complaint volume in the restaurant industry showed a significant increase, particularly in the second half of 2024, with 6,893 complaints recorded in July-August [6] - **Category Distribution**: Beverage vendors received the highest complaint volume at 44.54%, followed by snack/fast food vendors at 38.49% [7] - **Complaint Reasons**: Quality and safety issues accounted for 45% of complaints, with the most common being foreign objects found in food [9] - **Complaint Demands**: Compensation requests were the most common, making up 53% of total complaints, followed closely by refund requests at 52% [14] - **High-Complaint Brands**: Among over 200 restaurant brands, Luckin Coffee had the highest number of complaints at 4,143, while Haidilao and McDonald's had high complaint ratios relative to their store counts [15] - **Claim Amounts**: 60% of complaints involved amounts under 50 yuan, with varying amounts across different types of cuisine [18] - **Resolution Progress**: The average complaint resolution rate was 46%, with brands like Heytea and McDonald's showing higher completion rates [20] - **Satisfaction with Resolution**: The average satisfaction score for complaint handling was 3.97 out of 5, with KFC and McDonald's receiving lower scores due to longer resolution times [22] 2. Typical Public Opinion Data Analysis in the Restaurant Industry - The restaurant industry faced significant challenges in 2024, with negative events involving well-known brands impacting their reputation and market order [24] - **Panda Not Going Cake Shop Closure**: The brand faced a crisis due to allegations of financial mismanagement, leading to nationwide store closures and employee wage issues [27][28] - **Yuanji Cloud Dumpling Investigation**: The brand was investigated for food safety issues after customers reported finding foreign objects in their food, leading to a significant public outcry [29][31]

Investment Rating - The report does not explicitly provide an investment rating for the real estate industry Core Insights - The report indicates that the total number of real estate complaints in China for 2024 is approximately 130,200, representing a year-on-year increase of 4.93% [6][50] - Key issues identified include quality complaints, service complaints, and contract-related complaints, with significant increases in quality and service complaints [18][21][25] - The report highlights the impact of recent policy changes aimed at stabilizing the real estate market, including adjustments to existing mortgage rates and the removal of price limits in certain cities [8][14][50] Summary by Sections 1. 2024 Real Estate Complaint Volume - The total number of complaints increased by 4.93% compared to the previous year, with notable quarterly fluctuations [6] 2. 2024 Real Estate Industry Events - Significant events include the adjustment of existing mortgage rates and the cancellation of price limits in Zhengzhou, which received considerable public attention [8][14] 3. 2024 Real Estate Complaint Regional Distribution - The report notes that Anhui Province saw a 22% increase in complaints, while Henan Province experienced a 6% decrease [17] 4. 2024 Real Estate Complaint Classification - Quality complaints rose by 12.92% to 52,000, while contract complaints decreased by 7.82% to 26,900 [18][29] - Service complaints increased by 5.81% to 66,300 [18] 4.1 Quality Complaints - Complaints related to parking space quality increased by 39%, with overall housing and decoration quality complaints rising by 15% [21][23] 4.2 Service Complaints - Complaints regarding property management and related services increased by 15%, with issues such as improper fee collection being prevalent [25] 4.3 Contract Complaints - Refund-related complaints saw a significant decrease of 34%, while contract fraud complaints remained a concern [29] 5. 2024 Real Estate Developer Analysis - The top five developers by complaint volume are Country Garden, Greenland Holdings, Vanke, Sunac China, and Longfor Group, with Country Garden experiencing a 42% increase in complaints [33][38] 6. 2024 Top Ten Complained Properties - The most complained property was Rongsheng Shangfu in Cangzhou, with 53 complaints primarily related to quality issues [44]

Investment Rating - The report does not explicitly provide an investment rating for the banking industry. Core Insights - The banking industry is experiencing a slowdown in net profit growth due to declining loan interest rates and narrowing net interest margins, which significantly impacts net interest income [6][7]. - In August 2024, several small and medium-sized banks lowered their RMB deposit rates, following similar actions by major state-owned and national joint-stock banks [5]. - The Shanghai Stock Exchange Corporate Governance Index fell by 0.66%, indicating a decline in corporate governance quality among major banks [5]. Summary by Sections Section 1: August 2024 Banking Industry Development Brief - Multiple small and medium-sized banks reduced RMB deposit rates in August, maintaining a slight advantage over larger banks [5]. - The Shanghai Stock Exchange Corporate Governance Index decreased by 0.66%, with major banks like Industrial Bank included in the top ten weights [5]. - The Financial Regulatory Bureau noted a slowdown in net profit growth for commercial banks, primarily due to a 35 basis point decline in average loan rates for enterprises compared to the previous year [6]. Section 2: August 2024 Banking Industry Public Opinion Trends - The total public opinion volume related to the banking industry in August was 6,898,670, a decrease of approximately 4.61% from July [8]. - Sensitive public opinion topics accounted for 28.46% of the total volume, with significant discussions surrounding high-profile investigations of bank executives [10]. Section 3: Public Opinion Attention on Banking Institutions/Brands - Among different types of banking institutions, state-owned large commercial banks received the highest public opinion volume at 1,624,039 [19]. - The top five state-owned commercial banks by public opinion volume included Industrial Bank, China Bank, and Agricultural Bank [22]. - In the joint-stock commercial banks category, China Merchants Bank led with 263,686 mentions [24]. Section 4: Key Public Opinion Topics in August 2024 - Non-sensitive topics included discussions on government bond purchases and interbank certificates of deposit issuance [29]. - Sensitive topics primarily revolved around high-level misconduct, including investigations into former executives of major banks [31]. Section 5: Key Public Opinion Events - The incident involving a woman in Jinan claiming to have received counterfeit money during a bank withdrawal generated significant public interest, peaking on August 28 [34][35]. - The Long'an Bank's response to allegations of a 1.252 billion yuan deposit loss was another major event, with the bank asserting that the reports were severely misleading [42][43].

Industry Overview - The Chinese cosmetics market size reached 5169 billion yuan in 2023, with a year-on-year growth of 6.4%, and is expected to grow to 5791 billion yuan by 2025 [2] - Consumer complaints in the cosmetics industry increased significantly, with 2766 complaints in 2023, a year-on-year increase of 159.72% [2] Complaint Volume and Trends - From January to August 2024, the total number of complaints in the cosmetics industry reached 30,800, with monthly complaints showing fluctuating growth [5] - August 2024 recorded the highest number of complaints, exceeding 5800 cases [5] Complaint Reasons and Demands - The main reasons for complaints include return/exchange issues, service problems, and counterfeit products, with over 16,000 cases each for return/exchange and service issues [5][6] - Counterfeit product complaints reached 6997 cases, while false advertising and logistics issues accounted for 6003 and 4413 cases respectively [5] - Specific industry-related issues such as allergic reactions and expired/defective products resulted in 2886 and 1597 complaints respectively [5] - Consumer demands primarily focus on refunds (19,900 cases) and compensation (16,000 cases), with additional non-material demands such as penalties, apologies, and product removal [6] Complaint Targets and Brands - E-commerce platforms are the primary targets of complaints, with Taobao/Ali, JD.com, and Pinduoduo receiving the most complaints at 4338, 4104, and 2951 cases respectively [8] - Among brands, Lancôme, Estée Lauder, and Chanel received the most direct complaints, with 1122, 1008, and over 500 cases respectively [9] - Chanel had a significant proportion of counterfeit-related complaints (25%), particularly involving fake perfumes (47%) and lip products (13%) [11] Complaint Handling and Satisfaction - The overall complaint resolution rate in the industry is 50%, with a response rate of 64% [13] - Platforms like Douyin, Watsons, and JD.com have higher resolution rates (over 70%), while Xianyu, Taobao/Ali, and Pinduoduo have lower response rates (76%, 72%, and 76% respectively) [13] - Watsons and Meituan performed well in terms of handling time and satisfaction, while Dewu had the longest average handling time (21.8 days) and lower satisfaction scores (3.02 out of 5) [14] Notable Incidents - The "Hema X Membership Store Selling Fake Lancôme" incident gained significant attention, with over 1400 mentions in April 2024 [17] - The "Pig Farm as a Production Base for Cheap Luxury Cosmetics" incident also drew widespread attention, with over 1800 mentions in April 2024 and a second peak in June 2024 with 5139 mentions [18][19] Conclusion - Counterfeit products remain a significant issue in the cosmetics industry, with major brands like Lancôme, Estée Lauder, and Chanel frequently involved in related complaints [20] - The industry faces challenges in improving complaint handling efficiency and consumer satisfaction, particularly on major e-commerce platforms [20]

Investment Rating - The report does not explicitly provide an investment rating for the automotive industry. Core Insights - The automotive industry in China has seen a significant increase in complaints, with a total of 30,700 complaints recorded in the second quarter of 2024, representing a 35.72% decrease from the previous quarter. The complaints are primarily from fuel vehicles, accounting for 22,600 complaints, while new energy vehicles accounted for 8,147 complaints [7][34]. Summary by Sections 1. Complaint Volume in Q2 2024 - The total number of complaints in the second quarter of 2024 was 30,700, with a notable decrease of 35.72% compared to the previous quarter. Fuel vehicle complaints totaled 22,600, while new energy vehicle complaints were 8,147. The majority of complaints were related to sedans, with 13,200 complaints, followed by SUVs with 11,500 complaints [7][34]. 2. Key Complaint Events in Q2 2024 - A significant complaint event involved the Toyota Reiz dashboard cracking, which generated 458 complaints. This issue attracted considerable online attention, with over 4,100 related posts during the peak period from May 7 to May 9 [9][34]. 3. Reasons for Complaints in Q2 2024 - Quality-related complaints accounted for 20,600 cases, a decrease of 18% from the previous quarter. Service-related complaints totaled 10,700, down 62% from the previous quarter. The most common quality complaint was related to dashboard cracking, with 1,216 cases reported [10][11][14]. 4. Brand Analysis in Q2 2024 - BYD received the highest number of complaints at 4,373, a decrease of 72% from the previous quarter. Honda followed with 2,590 complaints, down 35%. Ford saw a 19% increase in complaints, totaling 785 [22][23]. 5. Analysis of Popular Car Companies' Complaints - BYD's complaints were primarily due to price changes across multiple models, with the Song model receiving 1,100 complaints. Toyota's complaints were mainly related to dashboard cracking in the Reiz and Corolla models. Changan's complaints were focused on the Yida model, which did not meet promised features [26][28][33].

艾普思咨询 2024 年 4 月餐饮行业舆情监测报告 目 录 一、 2024年 4月餐饮行业发展简报 ................................... 1 1、从2024年第一季度数据里读懂中国经济的信心和底气................... 1 2、江西：一季度GDP7351.3亿元 同比增长4.0%...........................2 3、中国烹饪协会召开《牛蛙养殖及加工技术规范》及《调理肉制品》标准座谈会 ......................................................................... 2 4、关于规范京津冀“五一”节假日市场价格行为的提醒告诫书.............. 3 5、美团外卖“必点榜”30城榜单出炉 长春上榜菜系以东北菜和烧烤为主.....3 二、 2024年 4月餐饮行业舆情态势 ................................... 4 2.1 行业舆情声量/情感分布............................................ ...