Xinhua reported that on, March 12, the China Electronics Chamber of Commerce, the China Consumer Journal, Xinhua, and Horizon Research Consultancy Group jointly published the 2014 Consumer Electronics Industry Customer Service Blue Book. The blue book collected consumer feedback on five major core electronic products, which include cell phones, computers, television sets, refrigerators, and air conditioners. The article said that this is the first report of its kind in China that focuses on consumers’ feedback on customer service. According to the results, the overall customer satisfaction score was only 68.1. The cell phone industry scored the lowest at 64.8. The area receiving the most complaints was repair services. Major consumer concerns included the manufacturers not accepting responsibility, delays in providing service, or inability to fulfill commitments.
Source: Xinhua, March 12, 2015