消(xiao)(xiao)費(fei)(fei)(fei)維權信(xin)(xin)用(yong)指(zhi)(zhi)數(shu)是深圳市消(xiao)(xiao)費(fei)(fei)(fei)者(zhe)(zhe)委(wei)員會(以下(xia)(xia)簡(jian)(jian)稱“市消(xiao)(xiao)委(wei)會”)消(xiao)(xiao)費(fei)(fei)(fei)維權信(xin)(xin)用(yong)體(ti)系對經(jing)(jing)營(ying)(ying)者(zhe)(zhe)處理消(xiao)(xiao)費(fei)(fei)(fei)者(zhe)(zhe)投訴(su)能力的(de)綜合(he)評(ping)價。消(xiao)(xiao)費(fei)(fei)(fei)維權信(xin)(xin)用(yong)指(zhi)(zhi)數(shu)評(ping)價指(zhi)(zhi)標(biao)由經(jing)(jing)營(ying)(ying)者(zhe)(zhe)解(jie)決消(xiao)(xiao)費(fei)(fei)(fei)糾(jiu)紛的(de)誠(cheng)意(yi)度(du)(du)(du)(以下(xia)(xia)簡(jian)(jian)稱“誠(cheng)意(yi)度(du)(du)(du)”)、消(xiao)(xiao)費(fei)(fei)(fei)者(zhe)(zhe)的(de)滿意(yi)度(du)(du)(du)(以下(xia)(xia)簡(jian)(jian)稱“滿意(yi)度(du)(du)(du)”)、侵害消(xiao)(xiao)費(fei)(fei)(fei)者(zhe)(zhe)合(he)法權益(yi)行為的(de)嚴重程度(du)(du)(du)、達成(cheng)協議(yi)的(de)履行情況四個二(er)級指(zhi)(zhi)標(biao)組成(cheng)。其中常規計(ji)分的(de)為誠(cheng)意(yi)度(du)(du)(du)和滿意(yi)度(du)(du)(du)包含的(de)五個三級指(zhi)(zhi)標(biao),分別為確認(ren)速度(du)(du)(du)(占比20%)、提出方案(占比20%)、和解(jie)成(cheng)功(gong)(gong)(占比30%)、調解(jie)成(cheng)功(gong)(gong)(占比20%)、調解(jie)過(guo)(guo)程(占比10%)。經(jing)(jing)營(ying)(ying)者(zhe)(zhe)在處理消(xiao)(xiao)費(fei)(fei)(fei)投訴(su)過(guo)(guo)程中,通過(guo)(guo)“315消(xiao)(xiao)費(fei)(fei)(fei)通”系統(tong)信(xin)(xin)用(yong)模塊自動計(ji)算、累計(ji)信(xin)(xin)用(yong)分數(shu),五個三級指(zhi)(zhi)標(biao)中的(de)“確認(ren)速度(du)(du)(du)、提出方案、和解(jie)成(cheng)功(gong)(gong)、調解(jie)成(cheng)功(gong)(gong)”均為客觀分數(shu),占總分的(de)90%,可以說,消(xiao)(xiao)費(fei)(fei)(fei)維權信(xin)(xin)用(yong)指(zhi)(zhi)數(shu)的(de)高(gao)低,90%掌(zhang)握在經(jing)(jing)營(ying)(ying)者(zhe)(zhe)自己手中。
在本次公布的深圳市(shi)食品行業(ye)消(xiao)費維(wei)(wei)權(quan)信用指(zhi)(zhi)(zhi)(zhi)數(shu)排名(ming)中,排名(ming)前(qian)三的企(qi)業(ye)分別(bie)是:深圳金拱門食品有限(xian)公司(si)(si),消(xiao)費維(wei)(wei)權(quan)信用指(zhi)(zhi)(zhi)(zhi)數(shu)72.30;華潤萬(wan)家(jia)有限(xian)公司(si)(si),消(xiao)費維(wei)(wei)權(quan)信用指(zhi)(zhi)(zhi)(zhi)數(shu)71.33;天(tian)虹商場(chang)股份(fen)有限(xian)公司(si)(si),消(xiao)費維(wei)(wei)權(quan)信用指(zhi)(zhi)(zhi)(zhi)數(shu)66.46。本次公布的9家(jia)“315消(xiao)費通(tong)”注冊(ce)企(qi)業(ye)的食品類消(xiao)費投(tou)訴處理成功率平均值(zhi)為64.53%。
深圳市食品行業(ye)(ye)(ye)(ye)消(xiao)(xiao)費(fei)(fei)維(wei)權信(xin)用(yong)指(zhi)數排行榜(bang)為市消(xiao)(xiao)委會“315消(xiao)(xiao)費(fei)(fei)通”平臺(tai)上注冊企(qi)(qi)業(ye)(ye)(ye)(ye)的消(xiao)(xiao)費(fei)(fei)維(wei)權信(xin)用(yong)指(zhi)數排名,企(qi)(qi)業(ye)(ye)(ye)(ye)消(xiao)(xiao)費(fei)(fei)維(wei)權信(xin)用(yong)指(zhi)數的高低,反映了(le)企(qi)(qi)業(ye)(ye)(ye)(ye)處(chu)理消(xiao)(xiao)費(fei)(fei)投(tou)訴的真實情況,對(dui)消(xiao)(xiao)費(fei)(fei)者具有較(jiao)強的消(xiao)(xiao)費(fei)(fei)指(zhi)導作用(yong)。深圳市消(xiao)(xiao)委會在此提醒“315消(xiao)(xiao)費(fei)(fei)通”注冊企(qi)(qi)業(ye)(ye)(ye)(ye),及時(shi)處(chu)理消(xiao)(xiao)費(fei)(fei)者投(tou)訴、與消(xiao)(xiao)費(fei)(fei)者提早和解,嚴格按照消(xiao)(xiao)費(fei)(fei)通系(xi)統要求記(ji)錄投(tou)訴處(chu)理情況。
備注:
1.本排名按市消委(wei)會“315消費(fei)通”平臺上食品類(lei)投(tou)訴量10+的注(zhu)冊(ce)經營者消費(fei)維(wei)權(quan)信用指數從(cong)高到低排序;
2.本排名中投(tou)(tou)訴(su)量是(shi)市消(xiao)委(wei)會“315消(xiao)費通(tong)”平臺(tai)上受理的(de)經(jing)營者在2017年5月1日(ri)至2018年3月31日(ri)期(qi)間的(de)食品類投(tou)(tou)訴(su)案件;
3.消(xiao)費維權信(xin)用指數是指深(shen)圳市消(xiao)委會在(zai)履行職責(ze)過程中產生的反映經營者消(xiao)費糾(jiu)紛(fen)處理情況(kuang)的評價信(xin)息;
4.消費維權(quan)信用(yong)指數主要由誠意度(du)(du)和滿意度(du)(du)兩個(ge)指標組成(cheng),五個(ge)維度(du)(du)分(fen)別(bie)為確認速度(du)(du)(占(zhan)比(bi)20%)、提(ti)出方(fang)案(占(zhan)比(bi)20%)、和解成(cheng)功(gong)(占(zhan)比(bi)30%)、調(diao)解成(cheng)功(gong)(占(zhan)比(bi)20%)、調(diao)解過(guo)程(占(zhan)比(bi)10%),采用(yong)百分(fen)制,滿分(fen)為100分(fen);
深(shen)圳市(shi)食(shi)品(pin)行(xing)業(ye)企(qi)業(ye)消(xiao)費投(tou)(tou)訴(su)處(chu)理成功(gong)率排(pai)行(xing)榜為市(shi)消(xiao)委會“315消(xiao)費通”平臺(tai)食(shi)品(pin)類投(tou)(tou)訴(su)量前十的未(wei)注冊企(qi)業(ye)消(xiao)費投(tou)(tou)訴(su)處(chu)理成功(gong)率排(pai)名,企(qi)業(ye)食(shi)品(pin)類消(xiao)費投(tou)(tou)訴(su)處(chu)理成功(gong)率直接反映了(le)企(qi)業(ye)對食(shi)品(pin)類消(xiao)費投(tou)(tou)訴(su)處(chu)理的結(jie)果。
在本次(ci)公(gong)(gong)布(bu)的(de)(de)(de)深圳(zhen)市食品(pin)行(xing)業(ye)企業(ye)消(xiao)費投訴處(chu)理(li)(li)成(cheng)(cheng)(cheng)功(gong)率(lv)排(pai)行(xing)榜中,排(pai)名(ming)靠后的(de)(de)(de)企業(ye)分別是:浙(zhe)江技術有限公(gong)(gong)司(si),食品(pin)類(lei)(lei)消(xiao)費投訴27宗,處(chu)理(li)(li)成(cheng)(cheng)(cheng)功(gong)率(lv)20.00%;浙(zhe)江絡有限公(gong)(gong)司(si),食品(pin)類(lei)(lei)消(xiao)費投訴35宗,處(chu)理(li)(li)成(cheng)(cheng)(cheng)功(gong)率(lv)15.00%;皇郡國際餐飲(深圳(zhen))有限公(gong)(gong)司(si),食品(pin)類(lei)(lei)消(xiao)費投訴31宗,由于經營(ying)者“關門跑路(lu)”處(chu)理(li)(li)成(cheng)(cheng)(cheng)功(gong)率(lv)為0;本次(ci)公(gong)(gong)布(bu)的(de)(de)(de)10家(jia)企業(ye)食品(pin)類(lei)(lei)消(xiao)費投訴處(chu)理(li)(li)成(cheng)(cheng)(cheng)功(gong)率(lv)平均值(zhi)為37.59%。
深(shen)圳(zhen)市食品(pin)(pin)行業(ye)(ye)(ye)消(xiao)(xiao)(xiao)(xiao)(xiao)費(fei)(fei)維權信用指數(shu)排行榜和(he)(he)深(shen)圳(zhen)市食品(pin)(pin)行業(ye)(ye)(ye)企(qi)(qi)業(ye)(ye)(ye)消(xiao)(xiao)(xiao)(xiao)(xiao)費(fei)(fei)投訴(su)(su)處(chu)(chu)理成(cheng)功(gong)(gong)(gong)率(lv)排行榜,從(cong)消(xiao)(xiao)(xiao)(xiao)(xiao)費(fei)(fei)維權信用指數(shu)和(he)(he)消(xiao)(xiao)(xiao)(xiao)(xiao)費(fei)(fei)投訴(su)(su)處(chu)(chu)理成(cheng)功(gong)(gong)(gong)率(lv)兩(liang)方面,向消(xiao)(xiao)(xiao)(xiao)(xiao)費(fei)(fei)者展示了各(ge)企(qi)(qi)業(ye)(ye)(ye)對(dui)食品(pin)(pin)類消(xiao)(xiao)(xiao)(xiao)(xiao)費(fei)(fei)投訴(su)(su)的處(chu)(chu)理情況。企(qi)(qi)業(ye)(ye)(ye)消(xiao)(xiao)(xiao)(xiao)(xiao)費(fei)(fei)投訴(su)(su)處(chu)(chu)理成(cheng)功(gong)(gong)(gong)率(lv)方面,未(wei)在(zai)“315消(xiao)(xiao)(xiao)(xiao)(xiao)費(fei)(fei)通”平臺(tai)注(zhu)冊(ce)企(qi)(qi)業(ye)(ye)(ye)的消(xiao)(xiao)(xiao)(xiao)(xiao)費(fei)(fei)投訴(su)(su)處(chu)(chu)理效率(lv)低(di)(di)、處(chu)(chu)理成(cheng)功(gong)(gong)(gong)率(lv)低(di)(di)、消(xiao)(xiao)(xiao)(xiao)(xiao)費(fei)(fei)者滿(man)意度低(di)(di);市消(xiao)(xiao)(xiao)(xiao)(xiao)委會“315消(xiao)(xiao)(xiao)(xiao)(xiao)費(fei)(fei)通”平臺(tai)注(zhu)冊(ce)企(qi)(qi)業(ye)(ye)(ye)的處(chu)(chu)理成(cheng)功(gong)(gong)(gong)率(lv)平均(jun)值(zhi)為64.53%,而未(wei)在(zai)“315消(xiao)(xiao)(xiao)(xiao)(xiao)費(fei)(fei)通”平臺(tai)注(zhu)冊(ce)企(qi)(qi)業(ye)(ye)(ye)的處(chu)(chu)理成(cheng)功(gong)(gong)(gong)率(lv)平均(jun)值(zhi)僅為37.59%,反映出(chu)“315消(xiao)(xiao)(xiao)(xiao)(xiao)費(fei)(fei)通”注(zhu)冊(ce)企(qi)(qi)業(ye)(ye)(ye)對(dui)消(xiao)(xiao)(xiao)(xiao)(xiao)費(fei)(fei)投訴(su)(su)處(chu)(chu)理態度和(he)(he)處(chu)(chu)理結果(guo)均(jun)優于未(wei)注(zhu)冊(ce)企(qi)(qi)業(ye)(ye)(ye)。
備注:
1.本排名(ming)按市消(xiao)(xiao)委會“315消(xiao)(xiao)費(fei)通”平臺(tai)上食品類(lei)投(tou)訴(su)量前十的未注冊經營者(zhe)消(xiao)(xiao)費(fei)投(tou)訴(su)處(chu)理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(tong)系統中受理的經營者(zhe)在2017年(nian)(nian)5月1日至2018年(nian)(nian)4月30日期間的食品類投訴(su)案件(jian);
3.消(xiao)(xiao)(xiao)費投訴處理(li)成功(gong)率是指經深圳(zhen)市消(xiao)(xiao)(xiao)委會(hui)調解成功(gong)的(de)案(an)件(jian)在該經營者所有已辦結(jie)消(xiao)(xiao)(xiao)費投訴案(an)件(jian)的(de)占比。