Shulou(Shulou.com)11/24 Report--

CTOnews.com, January 30, at the beginning of the Spring Festival in 2023, the China Consumer Association today announced the "Top Ten consumption Rights and Public opinion hotspots in 2022". They are: "Price Assassin" violates the principle of price honesty; "Technology and ruthlessness" reflects consumers' worries about illegal addition of food; medical beauty risks and traps hinder the release of consumer demand for "seeking beauty"; there are hidden dangers of infringement in the quality and application scenarios of prefabricated dishes. The issue of fake anchors exposed the infringement of live streaming products; the controversy over "kitchen knives cannot beat garlic" warned enterprises to respect the rights and interests of consumers; "price insurance" services on e-commerce platforms were accused of "tricks" of consumers; immersive entertainment forms such as "secret room escape" and "script killing" hid unsafe factors; Zhi.com was suspected of monopolizing the penalty event warning platform development should not ignore consumer rights and interests; online games suspended and deleted files caused virtual property infringement disputes.

First, the "price assassin" violates the principle of good faith in clearly marked price. Social influence: 94.2

Topic analysis

The term "ice cream assassin" became popular in the summer of 2022. Consumers use it to describe some high-priced ice cream usually "hidden" in the freezer, only to find that the price is higher than expected and feel "slaughtered". Since then, there have been "fruit assassins" and "stationery assassins" on social platforms, reflecting consumers' satire on some "ordinary goods" with inflated prices. it also shows that consumers are dissatisfied with the infringement of consumers' rights and interests in real life, such as unclearly marked prices, non-uniform units of measurement, non-standard price tags and so on.

According to public opinion, the "price assassin" is to use various means such as non-standard pricing to disguise some high-priced goods as ordinary goods, so as to "set a pattern" for consumers to pay the bill, which is essentially a disguised form of price fraud. infringed upon consumers' right to know and choose. In July 2022, the regulations on explicit pricing and Prohibition of Price Fraud promulgated by the General Administration of Market Supervision clearly required that operators should clearly mark the price in a significant way and clearly mark the goods or services corresponding to the price. This rule is known as the "price guard" that can effectively fight back against the "price assassin". Public opinion calls on local regulatory departments to strictly enforce the law, truly implement this regulation, and put an end to the "routines" of all kinds of disguised price fraud, so that consumers can spend clearly. Businesses should abide by the moral bottom line, abide by price laws and regulations, strictly regulate the behavior of clearly marked prices, avoid consumers from spending "wrong money", and create a good consumption environment that is honest, safe and assured.

Second, "Technology and hard work" reflects consumers' concerns about the illegal addition of food. Social impact: 92.2

Topic analysis

"synthetic Hawthorn fruit tea", "synthetic blending soy sauce", "synthetic steak", "three flowers and light milk quickly become thick soup" …... Since the second half of 2022, some bloggers have released short videos revealing the "inside story" of food production, known as "science and technology and hard work", drawing public attention to food safety issues. Some consumers believe that this phenomenon exposes some problems in the market that threaten consumers' health by using food additives "synthetic food"; but there are also views that such short videos are misreading food additives, confusing the concepts of illegal additives and food additives, and suspected of creating gimmicks to attract attention.

Public opinion believes that the public's belief in and pursuit of "science and technology and hard work" reflects its dissatisfaction and resistance to the "illegal additives" flooding the market. These "illegal additives" are popular under the name of "food additives" and become the culprits of "demonizing" food additives, which not only hinder the protection of consumers' rights and interests, but also become "obstacles" to the high-quality development of the industry. Under the wave of healthy consumption, how to make consumers "eat at ease" is a must-answer for all parties in the food industry in the process of promoting the high-quality development of the industry. Public opinion calls on the market and the government to work together to allay public concerns about food safety risks and "correct the name" of food additives. On the one hand, food enterprises should consciously abide by the relevant laws and regulations, use food additives in a reasonable and compliant manner, timely and accurately inform consumers of their actual efficacy and specific content, and give consumers the right to choose. On the other hand, the relevant departments need to strengthen examination and supervision, strengthen the crackdown on illegal and illegal misuse of additives, completely eliminate black-hearted enterprises and "illegal additives", and restore consumer confidence. Let consumers stop talking about "food additives" color change. In addition, public opinion also called on the food industry and consumer associations and other parties to strengthen science popularization work to help consumers better understand food additives and eliminate health concerns.

III. Risks and traps of medical cosmetology hinder "beauty seeking" consumer demand to release social influence: 91.4

Topic analysis

With the improvement of consumption level, the continuous progress of domestic medical and beauty technology and the gradual improvement of market supervision, the growth potential of China's medical beauty market continues to release. However, because of the professionalism of the medical beauty industry, there is a "information gap" between medical and beauty institutions and consumers, and it is very difficult for consumers to understand the specific contents of some medical and beauty projects, and they are easy to be misled by medical and beauty institutions, thus leading to many consumer disputes and dusting the prospects of the industry. Statistics from the China consumers Association show that from 2015 to 2020, the annual number of complaints received by the National consumers Association increased from 483 to 7233. The main problems include: some medical and beauty institutions have incomplete licenses, do not obtain the medical license or operate beyond the scope of the business; the staff of the institutions are not qualified to practise, the operation is not standard; the channels of medical products are unknown, and some medical institutions use fake goods, parallel injections and shanzhai equipment. The effect of medical beauty is difficult to evaluate, and there is still a big gap between service quality and consumer expectations. In November 2022, China Consumer Association issued a consumption reminder, calling on consumers to treat the demand for medical beauty rationally, choose medical institutions correctly, and make prudent decisions on medical beauty.

The development of the medical beauty industry reflects the public's yearning for a better life, and its industry order is directly related to the life, health and safety of consumers. According to public opinion, the relevant departments continue to strengthen the supervision of the medical beauty industry, trade associations, consumers' associations and other means to guide consumers to spend scientifically and rationally, and medical beauty institutions take the initiative to implement the main responsibility, constantly improve medical technology and service quality, and work together to protect consumers' right to know and choose, which is a necessary move to better release the demand for medical and beauty consumption.

Fourth, the quality of prefabricated food products and application scenarios have hidden dangers of infringement. Social influence: 87.5.

Topic analysis

In July 2022, the media reported that some consumers found that dishes they spent a lot of money in restaurants might cost as little as 1/3 to appear in supermarket freezers. There are also some consumers who find that restaurant dishes are made of prefabricated dishes after consumption and feel deceived into thinking that their original intention of spending on "the fireworks of freshly cooked food" has failed. According to a media survey, no restaurant has taken the initiative to inform consumers about the use of prefabricated dishes before eating. In September 2022, a topic that experts said that prepared food was like 'pig and dog food' once again made it the focus of public opinion.

In recent years, prefabricated vegetable stations with advantages such as convenience and variety have been put on the tuyere, and their advantages such as reducing operating costs have attracted more and more catering enterprises to try to layout. However, the controversy among consumers is also on the rise. On the one hand, consumers pay more attention to safety and nutrition while pursuing high efficiency and convenience in food and beverage choices. However, prefabricated dishes are repeatedly exposed to problems such as uneven quality, poor taste, incomplete labeling and other problems, causing consumers to worry. On the other hand, because some catering merchants intentionally or unintentionally conceal the situation that the food is made by premade dishes, consumers who want to taste the chef's stir-fried food feel that they have been "cheated". In this regard, public opinion calls on the relevant departments and industry associations to explore the construction of prefabricated food quality and safety supervision mechanism, jointly study and formulate the relevant standards of prefabricated food, keep the bottom line of food safety, and ensure the safety of consumers' tongue. Prefabricated food production and sales enterprises should strictly implement the main responsibility, adhere to the concepts of health, green and environmental protection, and improve the processing, preservation and transportation technology of prefabricated vegetables, so as to make prefabricated dishes both healthy and delicious. Catering enterprises that use prepared dishes should also do a good job of informing them so as to protect consumers' right to know and choose and maintain fair competition in the market.

Fifth, the problem of anchor selling fake exposed the social influence of tort of live broadcast with goods: 86.9

Topic analysis

Live broadcast with goods is a popular way of shopping at present, but when consumers are attracted to the high-quality and cheap goods in the studio, they are also faced with the damage to their rights and interests caused by fake goods. Since 2022, local public security and market supervision departments have investigated and dealt with a number of cases of selling counterfeits through live broadcast platforms, many of which involve more than 10 million yuan. According to the "double 11 consumption Rights Public opinion Analysis report" released by the China Consumer Association, live broadcast sales chaos has become one of the focuses of consumer rights protection, and fake and shoddy goods are the main problems, such as mismatch of goods, and differences in concessions. From the exposure of the fake Jadeite Live broadcast on CCTV's "March 15" party to the successive "crackdowns" on Kuaishou and Douyin anchors, many controversial incidents have exposed the consumption chaos caused by the live broadcast of goods sold with fake products.

According to public opinion, compared with offline stores, traditional e-commerce and other sales models, live broadcast with goods has a stronger immediacy, a wider audience, with goods and delivery separation and other characteristics. However, because of these characteristics, consumers are more likely to face problems such as difficulties in obtaining evidence and safeguarding their rights when buying fake goods, and the hidden tolerance of some consumers has virtually contributed to the arrogance of illegal businesses to "commit crimes against the wind". Therefore, to regulate the behavior of live e-commerce, fundamentally, we need complete laws and regulations to increase the illegal cost. The relevant departments should uphold the attitude of "zero tolerance" to fake goods, seriously investigate and deal with illegal acts in live broadcast, and form a strong deterrent to the broadcast and live broadcast platform. In addition, various platforms also need to strengthen self-management and consolidate regulatory responsibilities; businesses and anchors should adhere to professional ethics and enhance their sense of social responsibility. Consumers should also enhance their awareness of self-protection and risk prevention ability, avoid blind impulse, and achieve rational consumption.

6. The controversy that "kitchen knives cannot shoot garlic" warns enterprises to respect consumers' rights and interests and social influence: 86.3

Topic analysis

In July 2022, Zhang Xiaoquan, a well-known time-honored brand, sparked a heated debate because of "consumers complaining about the breaking of chopper garlic". " "slapping garlic" is one of the most common scenes of public cooking. Zhang Koizumi, as a time-honored brand famous for traditional knives, said, "it is not recommended to use this kind of kitchen knife to beat garlic and cucumbers," making consumers' simple feelings incomprehensible. " Under the question of whether a kitchen knife that cannot shoot garlic is still a kitchen knife, people criticize Zhang Koizumi for not meeting the needs of consumers. The incident also exposed that under the background of consumption upgrading, some merchants forced products with abnormally low price ratios, and then completed the harvest closed loop through the so-called "consumer education", making consumers waste money unjustly, and have unspeakable pain points in the industry.

According to public opinion, as a time-honored brand with consumer "feelings", it is more important to recognize its own position, aim at market demand and show respect for consumers' habits while brands and products evolve. In the fierce market competition, it is understandable that time-honored brands improve the technological process and publicize new ideas to create differentiated products to broaden sales and increase profits, but consumers' right to know and choice should not be ignored. what is more, the original intention that product innovation is to better serve consumers can not be changed by marketing means such as so-called "consumer education".

7. E-commerce platform "insured" service is accused of "tricks" consumer social influence: 85.0

Topic analysis

Price protection service has become the focus of publicity in the "double 11" promotion activities of the major e-commerce platforms in 2022, but the effectiveness of its implementation has been questioned by public opinion. In late October 2022, Alibaba, JD.com, Douyin and other e-commerce platforms all emphasized platform insured services in the promotion of "double 11" related activities, ranging from 27 days to 34 days, and some platforms also added channels for "one button to refund the price difference". Merchants of major e-commerce platforms also launched price protection services with different rules, which to a certain extent boosted consumers' confidence in the efforts of "double 11" promotion and immediately became the focus of public opinion. However, a media survey found that many merchants' price protection services actually attached various conditions, some increased prices first and then fell, some modified commodity links to evade the responsibility of price protection, and some arbitrarily set full reduction rules, which not only made consumers "foggy", but also had hidden dangers of infringing upon consumers' rights and interests.

The original intention of the insurance service is to ease consumers' doubts about the "price increase and then price reduction" of goods, so that consumers can take a price "reassurance", but also allow businesses to balance the pressure of manpower and logistics during the promotion period. However, during the "double 11" period, a number of events triggered heated public discussion, showing public concern: price protection service has become another marketing means for e-commerce platforms and merchants, rather than an effective way to protect consumers' rights and interests, not only did not enhance the consumer experience, but more than a "consumption trap". Public opinion calls on platforms and businesses to fully protect consumers' right to know, express the exception of price insurance, and constantly improve the price protection system. The relevant departments should strengthen the supervision of violations of laws and regulations in "double 11" and other promotional activities, and consumer associations and other organizations should also continue to supervise businesses and platforms, urge them to do a good job in the protection of consumers' rights and interests, and continue to guide consumers to attach importance to their own rights and interests. enhance the awareness of rational and green consumption.

8. Immersive entertainment forms such as "Chamber of Secrets" and "script Kill" hide unsafe factors and social influence: 81.8

Topic analysis

In recent years, entertainment consumption has continued to heat up, and immersive entertainment projects represented by "Chamber of Secrets" and "script Kill" have sprung up vigorously, while meeting the diversified spiritual and cultural needs of the people and promoting cultural consumption. it has also become a hardest-hit area for consumer complaints. First, the themes of "Chamber of Secrets" and "script Kill" involve elements such as thrillers, horror, blood, ghosts and so on, but some stores do not clearly inform consumers of the rules of the game and environmental problems, especially without reminding and dissuading minors. Second, "Chamber of Secrets" and "script Kill" are often carried out in a small and dark space, and the game scene is decorated with flammable combustibles, which has certain security risks. Third, because individual operators close down or run away, prepaid consumers suffer property losses unilaterally. In addition, the screenplay is suspected of plagiarism, consumers accidentally injured, store staff harassment and other chaotic phenomena are also frequently reported.

"Chamber of Secrets escape" and "script Kill" expand rapidly and grow savagely, and the risks and hidden dangers can not be ignored. According to public opinion, the relevant departments should, in accordance with the requirements of documents such as the notice on strengthening the Management of script Entertainment Business places and the Guide to Fire Safety of script Entertainment Business places (draft for soliciting opinions), further strengthen supervision from the aspects of business safety, the protection of minors, and content safety, so as to promote the healthy and orderly development of the industry. Consumers' association organizations should smooth complaint channels and deal with consumer complaints in a timely manner. Businesses should strengthen industry self-discipline, stick to the bottom line and operate in good faith, strengthen the responsibility of the main body of production safety, attract consumers with high-quality scripts and good experiences, and at the same time protect the rights and interests of minors from infringement. In addition, consumers should also pay attention to the choice of standardized places for consumption, and report the existence of relevant violations of the law and regulations.

IX. The warning platform for suspected monopoly and punishment should not ignore the social influence of consumers' rights and interests: 81.7

Topic analysis

On December 26, 2022, the General Administration of Market Supervision imposed administrative penalties on the abuse of dominant market position, ordered it to stop its illegal activities and imposed a fine of 87.6 million yuan in accordance with the law, which was sincerely accepted and firmly obeyed. Fifteen rectification measures were announced, and the monopoly dispute over the network came to an end. As a knowledge infrastructure project supported by the state, knowledge Network continues to develop the market of Chinese academic literature information service and knowledge service, and has become an influential digital service platform of academic literature in our country. However, there have been more and more criticisms about the platform "store deceiving customers" in recent years. "College students sue Zhi.com for setting the minimum recharge amount is the overlord clause,"Zhi.com does not provide individual duplicate inspection services" and is sued by professors. "College students collectively complain about excessive fees for weight inspection." Behind the events that have repeatedly aroused public concern, it not only exposes the problem that the platform infringes upon the interests of consumers and social public interests, but also shows the hidden dangers of the platform hindering the dissemination of knowledge and scientific and technological innovation.

The punishment of Zhi.com is an important measure for China's anti-monopoly law enforcement agencies to actively respond to social concerns and supervise the platform economy in accordance with the law. it is of great significance to maintain fair competition in the academic literature database service market, promote knowledge production and flow, promote innovation and development, and protect intellectual property rights. Public opinion believes that today, with the increasing improvement of China's platform economic supervision laws and regulations, the "good days" of abusing the market dominant position to make money have come to an end. ZhiNet can no longer treat the broad masses of consumers with an "arrogant" attitude, but should return to the position of "stepping stone" in scientific research services. on the basis of attaching importance to the protection of consumers' rights and interests, the platform will be built into a world-class academic resources information platform with Chinese characteristics, thus contributing to the improvement of China's scientific and technological innovation ability.

10. suspension and deletion of online games lead to disputes over infringement of virtual property. Social influence: 76.5

Topic analysis

In recent years, some improperly operated online games "suspending service and deleting files" have caused virtual property disputes, resulting in consumer complaints that have repeatedly aroused public concern. For example, in February 2022, the dissatisfaction of consumers caused by the suspension of the operation of the mobile game "Yunyi Yu Yi" was suspended by the operator of the game after the intervention of the China Consumer Association. In late October 2022, the media reported a case in which a man sued a game operator for suspension of service, in which the Beijing Internet Court ruled that the mobile game operator was at fault and should be compensated according to a certain proportion of the player's recharge. In late November 2022, the incident of "NetEase and Blizzard stopped working together" also aroused public concern that games such as World of Warcraft and hearthstone Legend, which have a large number of players, may lead to damage to consumers' rights and interests due to "suspension". In related cases, the focus of public opinion controversy is that most games will delete game-related data archives after suspension of service, which is suspected of infringing upon the rights and interests of game players. In addition, most of the compensation measures proposed by some game operators are diverted to the gift packages or benefits of other games of the company, which leads consumers to question that the so-called compensation plan is for game operators to "cut leeks" in a different way.

A media survey found that in the online virtual property disputes, consumers often fall into the dilemma of safeguarding their rights because of the lack of relevant knowledge, the difficulty of obtaining evidence, the imperfect mechanism of safeguarding their rights and so on. According to public opinion, consumers' rights and interests cannot be deleted as much as they want, and online game operators should respect the wishes of consumers and choose ways acceptable to consumers when adjusting their business strategies. The regulatory authorities should urge enterprises to perform their duties well, consciously safeguard the legitimate rights and interests of consumers, and punish illegal acts that infringe upon the legitimate rights and interests of consumers in accordance with the law. Relevant laws and regulations should also be continuously improved to build a solid protective wall for consumers' virtual property and better protect consumers from worrying about consumption.

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