2025年度中国电子商务用户体验与投诉监测报告

Investment Rating - The report does not explicitly provide an investment rating for the industry Core Insights - The digital retail sector has seen explosive growth, driven by "front warehouses" and professional delivery networks, achieving "minute-level fulfillment" and becoming a new engine connecting online and offline commerce [6] - In 2025, the overall number of complaints decreased by 5.83% year-on-year, breaking the previous trend of continuous growth, indicating potential improvements in the consumer environment or service quality [14] - The report highlights significant consumer complaints in various sectors, including home decoration, travel, second-hand platforms, and non-bank financial services, with issues such as hidden charges and poor after-sales service being prevalent [7][8][10] Overall Data - Complaints by sector: Merchant complaints accounted for 41.24%, domestic online shopping 31.07%, and online travel 2.44% [18] - The top ten complaint issues included arbitrary refunds (18.63%), refund problems (18.00%), and product quality (7.19%) [37] - The top complaint regions were Guangdong (21.23%), Zhejiang (8.91%), and Shandong (7.36%) [26] Digital Retail - The top ten complaint issues in digital retail were arbitrary refunds (21.98%), refund problems (14.92%), and product quality (7.93%) [42] - The 2025 Digital Retail Consumption Rating List included platforms like Tuhu Car Maintenance and Douyin E-commerce rated as "suggest to order" [43] Cross-Border E-commerce - In the 2025 Cross-Border E-commerce Consumption Rating List, Shopee received a "suggest to order" rating, while platforms like Secoo and Tmall International were rated as "not recommended" [45] Comprehensive E-commerce - The 2025 Comprehensive E-commerce Consumption Rating List featured platforms like Vipshop and Suning rated as "suggest to order," while Xiaohongshu was rated as "not recommended" [47] Second-Hand E-commerce - The 2025 Second-Hand E-commerce Consumption Rating List included platforms like Zhuanzhuan rated as "suggest to order," while Xianyu received "not rated" status [49] Digital Life - The top complaint issues in digital life included refund problems (32.45%) and unfair terms (13.19%) [53] - The 2025 Digital Life Consumption Rating List included platforms like Tongcheng Travel and Meituan rated as "suggest to order" [54] Online Travel - The 2025 Online Travel Consumption Rating List featured Tongcheng Travel and Qunar rated as "suggest to order," while Ctrip was rated as "cautious to order" [57] E-commerce Service Providers - The top complaint issues for e-commerce service providers included refund problems (32.22%) and online fraud (10.07%) [63] - The 2025 E-commerce Service Provider Consumption Rating List included Youzan rated as "suggest to order" [66]