Entire first half of the year 2018 administrative division 12315
Consumer is complained inform against data to analyse a report
Entire first half of the year 2018 administrative division incoming telegram of 12315 hot lines is aggregate 7366, than last year the corresponding period (6907) grow 6.65% . Among them, receive artificially listen to 4683, the phone leaves a message 2145, phone percent of call completed is amounted to 92.70% . The incoming telegram is registered add up to 6073, than last year the corresponding period (5746) grow 5.69% . Impeach, proposal is praised, invalid leave a message, business communication many 1000.
Since 12315 hot lines are enlightened, effect of job of consumptive dimension authority is distinct, especially after the consumer such as APP of 12315 Internet platform of countrywide, small letter, mobile phone complains channel to debut, consciousness of consumer dimension authority increases apparently, entire administrative division is industrial and commercial with the market supervisory management department is relied on " unifinication system " with the whole nation 12315 Internet platform, serve more efficiently, conveniently for consumer. First half of the year, platform of industrial and commercial unifinication accepts consumer to complain 1016 in all, than last year the corresponding period (1136) drop 10.56% ; Accept consumer to inform against 321, than last year the corresponding period (278) grow 15.47% ; Accept consumer to seek advice from 4864, than last year the corresponding period (4533) grow 7.30% ; Workload of consumptive dimension authority grows apparently.
Accept complain, inform against, refer basic case
End 2018 first half of the year, entire administrative division accepts consumer to complain 1016 in all, do a form 1014, rate doing a form 99.80% , redeem pecuniary loss for consumer four million six hundred and twenty-nine thousand seven hundred yuan.
Business class complains 520, occupy 51.18% what always complain a quantity, than last year the corresponding period (672) drop 22.62% ; Service kind complain 496, occupy 48.82% what always complain a quantity, than last year the corresponding period (464) grow 6.9% .
Complain content to basically involve goods (service) issue of quality, contract, after service 3. Contract issue in order to order (calm) golden question is relatively outstanding. Accept consumer to inform against 321, do a form 321, rate doing a form 100% . Inform against content more is attitude of attending to guests, quality is mixed without according to manage.
Accept seek advice from 4864, basically center in:
1, problem of other government sector: Travel is complained, issue of service of food safety, mass of vehicle, express, price, bill is opened, the business that false smoke, hospital complains duty of etc branch function;
2, service quality: Room service, meal service, service sending water, dry-clean service, hairdressing beautifies hair the service that wash bath, repair the maintenance service, service that rent, building to decorate service, photography service to wait;
3, commodity quality: Quality of quality of quality of quality of dress shoe cap, electric equipment of family expenses electron, daily expense general merchandise, building materials commodity.
Li Ling of Dali TV station arranges an editor
