消(xiao)(xiao)(xiao)費(fei)維權(quan)信用(yong)指(zhi)(zhi)數是(shi)深圳市(shi)消(xiao)(xiao)(xiao)費(fei)者委員會(以(yi)(yi)下(xia)簡(jian)稱(cheng)“市(shi)消(xiao)(xiao)(xiao)委會”)消(xiao)(xiao)(xiao)費(fei)維權(quan)信用(yong)體系(xi)對經營者處理(li)消(xiao)(xiao)(xiao)費(fei)者投訴能力的(de)綜合評(ping)價(jia)。消(xiao)(xiao)(xiao)費(fei)維權(quan)信用(yong)指(zhi)(zhi)數評(ping)價(jia)指(zhi)(zhi)標(biao)由經營者解決消(xiao)(xiao)(xiao)費(fei)糾紛的(de)誠意度(以(yi)(yi)下(xia)簡(jian)稱(cheng)“誠意度”)、消(xiao)(xiao)(xiao)費(fei)者的(de)滿(man)(man)意度(以(yi)(yi)下(xia)簡(jian)稱(cheng)“滿(man)(man)意度”)、侵(qin)害(hai)消(xiao)(xiao)(xiao)費(fei)者合法(fa)權(quan)益行為(wei)的(de)嚴重(zhong)程(cheng)度、達成(cheng)(cheng)協議的(de)履(lv)行情況四(si)個(ge)二級指(zhi)(zhi)標(biao)組(zu)成(cheng)(cheng)。其中(zhong)常(chang)規計(ji)(ji)分(fen)的(de)為(wei)誠意度和(he)滿(man)(man)意度包含的(de)五個(ge)三(san)級指(zhi)(zhi)標(biao),分(fen)別為(wei)確認速度(占(zhan)比20%)、提(ti)出方案(占(zhan)比20%)、和(he)解成(cheng)(cheng)功(gong)(gong)(占(zhan)比30%)、調解成(cheng)(cheng)功(gong)(gong)(占(zhan)比20%)、調解過程(cheng)(占(zhan)比10%)。經營者在處理(li)消(xiao)(xiao)(xiao)費(fei)投訴過程(cheng)中(zhong),通(tong)過“315消(xiao)(xiao)(xiao)費(fei)通(tong)”系(xi)統信用(yong)模塊自(zi)動計(ji)(ji)算、累計(ji)(ji)信用(yong)分(fen)數,五個(ge)三(san)級指(zhi)(zhi)標(biao)中(zhong)的(de)“確認速度、提(ti)出方案、和(he)解成(cheng)(cheng)功(gong)(gong)、調解成(cheng)(cheng)功(gong)(gong)”均為(wei)客觀(guan)分(fen)數,占(zhan)總(zong)分(fen)的(de)90%,可以(yi)(yi)說,消(xiao)(xiao)(xiao)費(fei)維權(quan)信用(yong)指(zhi)(zhi)數的(de)高低,90%掌握在經營者自(zi)己(ji)手中(zhong)。
在(zai)本(ben)次公布(bu)的深圳市食品(pin)(pin)行業(ye)消(xiao)(xiao)(xiao)費(fei)(fei)維權(quan)信(xin)用指(zhi)數排名中,排名前三的企(qi)(qi)業(ye)分別是:深圳金拱門食品(pin)(pin)有(you)限(xian)(xian)公司(si),消(xiao)(xiao)(xiao)費(fei)(fei)維權(quan)信(xin)用指(zhi)數72.30;華(hua)潤萬家(jia)有(you)限(xian)(xian)公司(si),消(xiao)(xiao)(xiao)費(fei)(fei)維權(quan)信(xin)用指(zhi)數71.33;天虹商場股份有(you)限(xian)(xian)公司(si),消(xiao)(xiao)(xiao)費(fei)(fei)維權(quan)信(xin)用指(zhi)數66.46。本(ben)次公布(bu)的9家(jia)“315消(xiao)(xiao)(xiao)費(fei)(fei)通”注冊企(qi)(qi)業(ye)的食品(pin)(pin)類消(xiao)(xiao)(xiao)費(fei)(fei)投(tou)訴處理成功率平(ping)均(jun)值為64.53%。
深(shen)圳市(shi)食品(pin)行(xing)(xing)業(ye)消(xiao)(xiao)(xiao)(xiao)費(fei)維權(quan)信用(yong)指(zhi)(zhi)數(shu)排(pai)行(xing)(xing)榜(bang)為市(shi)消(xiao)(xiao)(xiao)(xiao)委(wei)(wei)會“315消(xiao)(xiao)(xiao)(xiao)費(fei)通”平臺上注冊企業(ye)的(de)消(xiao)(xiao)(xiao)(xiao)費(fei)維權(quan)信用(yong)指(zhi)(zhi)數(shu)排(pai)名,企業(ye)消(xiao)(xiao)(xiao)(xiao)費(fei)維權(quan)信用(yong)指(zhi)(zhi)數(shu)的(de)高低(di),反映了企業(ye)處理(li)(li)消(xiao)(xiao)(xiao)(xiao)費(fei)投訴(su)的(de)真實情況,對消(xiao)(xiao)(xiao)(xiao)費(fei)者(zhe)具有較(jiao)強的(de)消(xiao)(xiao)(xiao)(xiao)費(fei)指(zhi)(zhi)導作用(yong)。深(shen)圳市(shi)消(xiao)(xiao)(xiao)(xiao)委(wei)(wei)會在(zai)此(ci)提醒(xing)“315消(xiao)(xiao)(xiao)(xiao)費(fei)通”注冊企業(ye),及時處理(li)(li)消(xiao)(xiao)(xiao)(xiao)費(fei)者(zhe)投訴(su)、與消(xiao)(xiao)(xiao)(xiao)費(fei)者(zhe)提早(zao)和(he)解(jie),嚴(yan)格按照消(xiao)(xiao)(xiao)(xiao)費(fei)通系統要求記錄投訴(su)處理(li)(li)情況。
備注:
1.本(ben)排名(ming)按(an)市消(xiao)委會“315消(xiao)費通”平臺(tai)上(shang)食品類(lei)投訴量10+的(de)注冊(ce)經營(ying)者消(xiao)費維權(quan)信用指數從(cong)高到低排序(xu);
2.本排名中投訴量是市(shi)消委會“315消費(fei)通”平臺上受理的經營者(zhe)在2017年5月1日至2018年3月31日期間的食品(pin)類投訴案件;
3.消費(fei)維權信用指數是指深圳市消委會在(zai)履(lv)行職責過程中(zhong)產生的(de)反映經(jing)營者消費(fei)糾(jiu)紛處理(li)情況(kuang)的(de)評價信息;
4.消費(fei)維(wei)權信用指數主要由誠意度和滿(man)意度兩個指標組成(cheng)(cheng)(cheng),五個維(wei)度分別為確認速度(占(zhan)比20%)、提出方案(占(zhan)比20%)、和解成(cheng)(cheng)(cheng)功(gong)(占(zhan)比30%)、調解成(cheng)(cheng)(cheng)功(gong)(占(zhan)比20%)、調解過(guo)程(占(zhan)比10%),采用百分制(zhi),滿(man)分為100分;
深圳市食品(pin)(pin)行(xing)業(ye)企(qi)業(ye)消(xiao)(xiao)費(fei)投(tou)訴處(chu)理(li)成(cheng)功率排(pai)行(xing)榜為(wei)市消(xiao)(xiao)委會“315消(xiao)(xiao)費(fei)通”平臺食品(pin)(pin)類投(tou)訴量前十的未注冊企(qi)業(ye)消(xiao)(xiao)費(fei)投(tou)訴處(chu)理(li)成(cheng)功率排(pai)名,企(qi)業(ye)食品(pin)(pin)類消(xiao)(xiao)費(fei)投(tou)訴處(chu)理(li)成(cheng)功率直接(jie)反映了企(qi)業(ye)對食品(pin)(pin)類消(xiao)(xiao)費(fei)投(tou)訴處(chu)理(li)的結果。
在本次(ci)(ci)公(gong)布的深(shen)(shen)圳(zhen)市(shi)食品(pin)行業(ye)(ye)企(qi)業(ye)(ye)消(xiao)費(fei)投(tou)(tou)(tou)訴(su)處(chu)(chu)理成功(gong)(gong)率排(pai)行榜中,排(pai)名靠(kao)后的企(qi)業(ye)(ye)分別是:浙(zhe)(zhe)江(jiang)技術有限公(gong)司,食品(pin)類消(xiao)費(fei)投(tou)(tou)(tou)訴(su)27宗(zong),處(chu)(chu)理成功(gong)(gong)率20.00%;浙(zhe)(zhe)江(jiang)絡(luo)有限公(gong)司,食品(pin)類消(xiao)費(fei)投(tou)(tou)(tou)訴(su)35宗(zong),處(chu)(chu)理成功(gong)(gong)率15.00%;皇郡國際(ji)餐(can)飲(深(shen)(shen)圳(zhen))有限公(gong)司,食品(pin)類消(xiao)費(fei)投(tou)(tou)(tou)訴(su)31宗(zong),由于經營者(zhe)“關門跑(pao)路”處(chu)(chu)理成功(gong)(gong)率為(wei)(wei)0;本次(ci)(ci)公(gong)布的10家企(qi)業(ye)(ye)食品(pin)類消(xiao)費(fei)投(tou)(tou)(tou)訴(su)處(chu)(chu)理成功(gong)(gong)率平均值為(wei)(wei)37.59%。
深圳市(shi)(shi)食(shi)品(pin)行(xing)(xing)業(ye)(ye)消(xiao)(xiao)(xiao)費(fei)(fei)(fei)(fei)(fei)維權信用指數排(pai)行(xing)(xing)榜和(he)深圳市(shi)(shi)食(shi)品(pin)行(xing)(xing)業(ye)(ye)企(qi)(qi)業(ye)(ye)消(xiao)(xiao)(xiao)費(fei)(fei)(fei)(fei)(fei)投訴(su)(su)處(chu)(chu)(chu)理(li)成功(gong)(gong)率(lv)(lv)(lv)排(pai)行(xing)(xing)榜,從(cong)消(xiao)(xiao)(xiao)費(fei)(fei)(fei)(fei)(fei)維權信用指數和(he)消(xiao)(xiao)(xiao)費(fei)(fei)(fei)(fei)(fei)投訴(su)(su)處(chu)(chu)(chu)理(li)成功(gong)(gong)率(lv)(lv)(lv)兩方(fang)面,向消(xiao)(xiao)(xiao)費(fei)(fei)(fei)(fei)(fei)者(zhe)展示了各企(qi)(qi)業(ye)(ye)對(dui)食(shi)品(pin)類(lei)消(xiao)(xiao)(xiao)費(fei)(fei)(fei)(fei)(fei)投訴(su)(su)的(de)處(chu)(chu)(chu)理(li)情況。企(qi)(qi)業(ye)(ye)消(xiao)(xiao)(xiao)費(fei)(fei)(fei)(fei)(fei)投訴(su)(su)處(chu)(chu)(chu)理(li)成功(gong)(gong)率(lv)(lv)(lv)方(fang)面,未在“315消(xiao)(xiao)(xiao)費(fei)(fei)(fei)(fei)(fei)通(tong)(tong)”平臺注(zhu)(zhu)冊(ce)(ce)(ce)企(qi)(qi)業(ye)(ye)的(de)消(xiao)(xiao)(xiao)費(fei)(fei)(fei)(fei)(fei)投訴(su)(su)處(chu)(chu)(chu)理(li)效(xiao)率(lv)(lv)(lv)低、處(chu)(chu)(chu)理(li)成功(gong)(gong)率(lv)(lv)(lv)低、消(xiao)(xiao)(xiao)費(fei)(fei)(fei)(fei)(fei)者(zhe)滿意度低;市(shi)(shi)消(xiao)(xiao)(xiao)委(wei)會“315消(xiao)(xiao)(xiao)費(fei)(fei)(fei)(fei)(fei)通(tong)(tong)”平臺注(zhu)(zhu)冊(ce)(ce)(ce)企(qi)(qi)業(ye)(ye)的(de)處(chu)(chu)(chu)理(li)成功(gong)(gong)率(lv)(lv)(lv)平均(jun)值(zhi)為64.53%,而未在“315消(xiao)(xiao)(xiao)費(fei)(fei)(fei)(fei)(fei)通(tong)(tong)”平臺注(zhu)(zhu)冊(ce)(ce)(ce)企(qi)(qi)業(ye)(ye)的(de)處(chu)(chu)(chu)理(li)成功(gong)(gong)率(lv)(lv)(lv)平均(jun)值(zhi)僅為37.59%,反映出“315消(xiao)(xiao)(xiao)費(fei)(fei)(fei)(fei)(fei)通(tong)(tong)”注(zhu)(zhu)冊(ce)(ce)(ce)企(qi)(qi)業(ye)(ye)對(dui)消(xiao)(xiao)(xiao)費(fei)(fei)(fei)(fei)(fei)投訴(su)(su)處(chu)(chu)(chu)理(li)態度和(he)處(chu)(chu)(chu)理(li)結(jie)果均(jun)優(you)于未注(zhu)(zhu)冊(ce)(ce)(ce)企(qi)(qi)業(ye)(ye)。
備注:
1.本排名按市(shi)消(xiao)委會“315消(xiao)費通”平臺上食品類投(tou)(tou)訴(su)量前十的未注冊經(jing)營(ying)者消(xiao)費投(tou)(tou)訴(su)處(chu)理(li)成功率從高到低排序;
2.本排名(ming)中投訴(su)量是(shi)市消委會(hui)315消費通系(xi)統中受(shou)理的經營者在2017年(nian)5月(yue)1日(ri)至2018年(nian)4月(yue)30日(ri)期(qi)間的食品類投訴(su)案件;
3.消(xiao)費投(tou)訴(su)處理成功率是指經深圳市消(xiao)委(wei)會調解成功的案件(jian)在該經營者所(suo)有已辦(ban)結消(xiao)費投(tou)訴(su)案件(jian)的占比。