How is the after-sales service? ——Analysis of hot topics on the Internet in the past 10 days
In the era of consumption upgrading, after-sales service has become an important consideration for consumers when choosing brands. Recently, discussions on after-sales service on social media and e-commerce platforms have remained high. This article will use structured data to analyze hot topics and user feedback on after-sales service across the Internet in the past 10 days.
1. Ranking of popular after-sales service topics
| Ranking | Topic keywords | Number of discussions (10,000) | Main platform |
|---|---|---|---|
| 1 | Home appliance extended warranty service | 28.5 | Weibo, Zhihu |
| 2 | New energy vehicle after-sales service | 22.1 | Douyin, car friends forum |
| 3 | Disputes over online shopping returns and exchanges | 18.7 | Taobao, Xiaohongshu |
| 4 | Smart home after-sales response | 15.3 | Station B, professional forum |
| 5 | Luxury care services | 12.6 | Get things, circle of friends |
2. The dimension of after-sales service that consumers are most concerned about
| Focus on dimensions | Proportion | Examples of typical comments |
|---|---|---|
| Response speed | 34% | "No one contacted me for three days after reporting for repair. Is this the service of a big brand?" |
| Service professionalism | 27% | "The master didn't even bring all the tools when he came to the house, and it took him three trips to repair it." |
| cost transparency | 19% | "I was promised free installation, but ended up being charged 200 yuan for materials." |
| After-sales promises fulfilled | 12% | "The extended warranty card turned into waste paper and the store did not recognize it at all" |
| service attitude | 8% | "Customer service is like a robot, only repeating official rhetoric" |
3. Comparison of after-sales service satisfaction in the industry
| Industry | Satisfaction rating (5-point scale) | Year-on-year change | Benchmark enterprise |
|---|---|---|---|
| major appliances | 4.2 | ↑0.3 | Haier, Midea |
| 3C digital | 3.8 | ↓0.1 | Apple, Huawei |
| New energy vehicles | 3.5 | ↑0.5 | BYD, Tesla |
| FMCG | 2.9 | → | No clear leader |
| Furniture and building materials | 2.7 | ↓0.2 | Sophia, OPPEIN |
4. Recent typical after-sales service cases
1.Positive case:A domestic mobile phone brand launched a "one-hour quick repair" service, which received 500,000 likes on Douyin. The average completion time measured by users was only 47 minutes.
2.Disputed cases:An international home appliance brand was exposed to treat online and offline after-sales differently. Offline stores refused to provide services for e-commerce channel products. The number of reads on the related topic exceeded 120 million.
3.Innovation cases:New energy vehicle brands have launched a "remote diagnosis + parts pre-installation" model, which uses big data to predict possible faults and reserve parts in the service center in advance.
5. Summary of consumer suggestions
Through the analysis of 2,000 highly praised comments, the after-sales service improvements that consumers are most looking forward to include:
- Establish national unified service standards and eliminate channel differences
- Provide visual service process and check the progress in real time
- Increase the assessment weight of after-sales personnel to avoid buck-passing
- Open third-party service evaluation system to eliminate false positive reviews
At present, after-sales service has gradually evolved from simple maintenance support to a core component of brand competitiveness. Brands that can turn after-sales service into the highlight of user experience are winning the recognition of more and more consumers.
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