2024年餐饮消费投诉洞察报告

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]