今年"双11"促销活动已收官。相比往年，今年的促销活动启动早、周期长，各平台企业纷纷推动AI导 购、即时零售等新模式落地，从流量竞争转向更注重用户价值的质量竞争。与此同时，消费者投诉焦点 仍集中于价格问题，聚焦规则透明度。 值得关注的是，今年"双11"期间，智能科技、虚拟商品等新兴消费品类投诉显著增长。江苏南京市的朱 先生在"双11"期间购买了投影仪，"商家宣传8K画质、白天直投无压力，实际画质模糊得连字幕都看不 清"。他提出"退一赔三"，协商后商家仅同意提供数十元补偿。 梳理投诉留言还可以发现，智能产品投诉量增速最快，与去年相比增加了72.6%，多因功能宣传与实际 体验不符，如无人机避障失灵、扫地机器人故障频发，且售后维修困难。虚拟服务类则因服务内容与宣 传不符，如线上课程质量缩水、卡券账号充值后无法使用或限制多，且维权时举证困难。 另外，健康类产品投诉增长36.2%，主要涉及药品质量问题、保健用品虚假宣传、实际效果不佳等。庞 隽认为，与智能科技类产品不同，健康类产品和虚拟服务的投诉增长，并不是技术成熟度不足的问题， 而是由商家的"过度承诺"和"规则模糊化设计"等不规范营销行为所导致的。商家应当遵守诚信原则 ...

Core Insights - The chairman of Xiangcunji Group, Li Hong, issued a public apology video addressing consumer concerns, which garnered significant attention in the restaurant industry [2][3] - The company has faced criticism regarding food quality and pricing, leading to a decline in brand reputation and customer trust [5][6] Financial Performance - Xiangcunji's revenue from 2019 to 2022 showed stagnation, with figures of 3.257 billion, 3.161 billion, 4.618 billion, and 4.706 billion yuan respectively, with a notable increase in 2021 due to expansion and delivery growth [4] - The net profit fluctuated, with 827 million yuan in 2019, a loss of 2.42 million yuan in 2020, a recovery to 109 million yuan in 2021, and a significant drop to 30.84 million yuan in 2022, indicating severe cost control challenges [4] Regional Dependency - 94.7% of Xiangcunji's brand revenue comes from Chongqing and Sichuan, while 84.7% of the Dami Xiansheng brand revenue is concentrated in Hubei, Shanghai, Hunan, and Sichuan, making the company vulnerable to regional disruptions [4] Consumer Concerns - The company has faced multiple food safety issues, including foreign objects found in meals and questionable ingredient quality, which have severely impacted its brand image [5] - Pricing strategies have also drawn criticism, with inconsistencies in pricing across locations and a shift from set meal pricing to weight-based pricing, leading to perceptions of reduced value [5] Response to Challenges - Li Hong's public response emphasized a commitment to quality by closing central kitchens and maintaining a made-to-order model, despite the potential for increased costs [6] - The company plans to enhance food sourcing and kitchen hygiene management to address food safety issues and aims to balance pricing with consumer expectations to regain trust [6][7] Future Outlook - For Xiangcunji to overcome its current challenges and restore its former success, it must implement effective improvement measures and actively respond to consumer concerns to rebuild brand trust [7]