消费日报社联合黑猫投诉平台共同发布 《2024年热点行业消费投诉数据报告》

Core Insights - The 2025 China Consumer Economy Forum was held on April 11, focusing on new consumption opportunities and models, with a report on consumer complaints released [1] Group 1: Consumer Rights and Complaints - In 2024, the total volume of "consumer rights protection" information exceeded 104 million, with a peak of 13.05 million in December, indicating a significant rise in consumer complaints [2] - Young consumers, particularly those under 31, are more likely to use social media and third-party platforms for voicing complaints, with over 83% of complaints coming from the "post-90s" generation [2] Group 2: Industry-Specific Complaints - Food safety and delivery services are major areas of consumer complaints, with food-related complaints increasing by 33.81% compared to 2023, making it the highest complaint category [3] - The tourism sector saw a 63.24% increase in complaints, particularly around holidays, highlighting issues with hotels, airlines, and ride-hailing services [4] Group 3: E-commerce and Live Streaming - Complaints related to live streaming e-commerce have surged, with over 2.017 million complaints recorded during the "Double 11" shopping festival, focusing on issues like counterfeit products and false advertising [5] - Customer service issues accounted for over 40% of complaints on shopping platforms, with a significant portion of complaints involving small transaction amounts [5] Group 4: Financial Services Complaints - Financial payment-related complaints constituted nearly a quarter of all complaints on the Black Cat Complaint platform, with insurance complaints showing a fluctuating upward trend [6] - The primary issues in the insurance sector included automatic renewals and inadequate customer service, with a total of 9,112 complaints related to fee deductions [6] Group 5: Entertainment Industry Complaints - The entertainment sector, particularly live events and gaming, has seen a rise in complaints, with concert ticket issues being the most prevalent [7] - Complaints in the gaming sector often spike during school holidays, driven by parental refund requests for underage gaming charges [7]