In recent days, , Futian, Shenzhen 、 The consumer committees of Baoan District and Baoan District organized many consumers to 10 Online mobile phone maintenance platform to carry out NPS Word of mouth and mystery investigation . Investigation found , Some platforms lack after-sales service and complaint channels 、 The details of charges are not fully published 、 There is no clear explanation about the warranty of mobile phone after maintenance 、 Replace the battery 8 More than 10% of the batteries are not original .
It is reported that , Under the guidance of Shenzhen Consumer Council , From Futian District 、 Baoan District Consumer Council commissioned Shenzhen Quality Consumption Research Institute to develop online mobile phone maintenance platform NPS Word of mouth surveys . This survey is mainly aimed at consumers with high degree of attention 10 An online mobile phone maintenance platform is launched , And took “NPS” Word of mouth survey and “ Mystery guest ” The way of investigation , Collect 1000 Multiple valid survey samples .
NPS Word of mouth surveys “ Maintenance price ” Most of the attention of consumers
NPS Word of mouth surveys show that , Consumers are willing to recommend , The overall recognition of the online mobile phone maintenance industry is high , Its NPS The average recommended word of mouth is 30．70. The first factor for consumers to choose online mobile phone maintenance platform is “ Maintenance price ”, The recommendation rate is 84．13％; The second is “ Maintenance convenience ” and “ Service attitude ” The recommendation rates are 83．49％ and 81．56％.
This online mobile phone maintenance platform NPS Word of mouth survey data .
This online mobile phone maintenance platform NPS Word of mouth surveys recommend factors .
“ Mystery guest ” survey There are frequent problems such as opaque charges
According to introducing ,“ Mystery guest ” survey , That is, consumers make secret visits to mysterious customers and observe the whole process of consumption , I've always had a comprehensive understanding of the services provided by businesses . This survey adopts the hundred mark system , Respectively from the platform operation experience 、 Door speed 、 This paper studies the charging standard and after-sales service from four dimensions .
In terms of charging standards , The average score rate of each platform is 89．30％, The introduction of charging standards and other information are basically complete , There are some platforms with incomplete fee details , Show only general hardware charges , Details of other maintenance charges can only be obtained after communication with customer service .
In terms of after-sales service , All the respondents in this survey asked the customer service of the platform about the quality assurance after the maintenance of mobile phones , Ten platforms have only verbal guarantee , There is no other document that says .
Consumption tips Consult the mobile phone manufacturer about the charging standard in advance
1． Try to choose the official channel authorized by the mobile phone manufacturer for repair , Protect your rights and interests ;
2． When choosing the online mobile phone maintenance platform , Try to choose “ Full video ”、 The top platform of word of mouth , And know the models accepted by the platform in advance , In case the platform doesn't support ;
3． Please consult the customer service of the manufacturer before placing an order , Clear mobile phone failure and the corresponding charging standards , Pay special attention to the temporary price increase on site during maintenance , If you don't know anything, ask the repairman in time ;
4． It's better not to choose mail service for mobile phone maintenance , Try to be present during the whole process of maintenance ;
5． Replace the batteries on each platform 8 More than 10% of the batteries are not original , Consumers should know clearly before replacing ;
6． Ask for the repair order and keep the repair record , As proof of maintenance ;
7． The maintenance quality is not up to standard , Or when it is found that the maintenance personnel have the suspicious behavior of artificially creating and exaggerating the fault during the maintenance , Report to 12315 reflect .
（ source ： Shenzhen News Network ）
edit Liu sifan to examine Tan Fengxi
（ author ： Shenzhen news network reporter Yang Mingqi correspondent Wang Jing )
This article is from 【 Doute 】, Just for the author's point of view . The national party media information public platform provides information release and dissemination services .