黑猫投诉2025年度共享服务领域投诉数据报告：投诉量近6.6万件 乱扣费问题严重

Core Insights - The report highlights a slight increase in complaints in the shared services sector, with a total of nearly 66,000 complaints in 2025, marking a 1.75% growth from 2024 [2][13] - Shared bicycles remain the most complained-about service, accounting for over 28,000 complaints, which is more than 40% of the total [2][13] - The report indicates a concentration of complaints among leading brands in the shared bicycle market, with three major brands dominating the sector [5][17] Complaint Trends - Seasonal fluctuations in complaints for shared bicycles and electric bicycles are noted, with peaks in spring and autumn due to increased usage [3][14] - The introduction of self-regulatory agreements for shared charging treasures in the second half of the year has contributed to a decline in complaints [15] Key Issues in Complaints - The primary issue for shared bicycles is the arbitrary deduction of dispatch fees, which constitutes 43.26% of complaints, often due to system errors [4][16] - For shared charging treasures, the most significant complaint (66.22%) involves users being charged after returning the device, indicating systemic issues in return processing [6][18] Brand Performance - The shared bicycle market is highly concentrated, with the top three brands (Hello Bike, Meituan Bike, and Qingju Bike) accounting for 97.66% of complaints, while other brands collectively represent only 2.34% [5][17] - In the shared charging treasure sector, 79 out of 100 brands received fewer than 100 complaints, highlighting the prevalence of small brands with inadequate customer service [7][19]