艾媒舆情|3·15舆情专题系列:奥迪“白血病门”舆情监测报告

2019年3月11日，一篇名为《他们都买了奥迪车，他们都得了白血病》的文章在微信朋友圈引起极高关注。文中，有六位自称购买并驾驶奥迪车的车主或车主家属患上了白血病，对此，奥迪回应称，车主患癌与奥迪无必然联系。奥迪已然不是第一次被点名异味问题，作为消费者信赖的知名车企，如果不认真去对待每一位消费者的投诉，奥迪或将再次因“异味”问题深陷舆论漩涡。

On March 11, 2019, an article entitled “They all bought Audi cars, they all got leukemia“ attracted great attention in the circle of Wechat friends. In the article, six owners or family members who claimed to buy and drive an Audi car suffered from leukemia. To this end, Audi responded that the owner's cancer was not necessarily associated with Audi. Audi is not the first time to be named as a problem of odor. As a well-known car company trusted by consumers, if we do not seriously deal with every consumer's complaints, Audi may once again fall into the whirlpool of public opinion because of “odor“.

艾媒报告 |2019中国3·15消费者权益调查报告智能硬件篇

iiMedia Research(艾媒咨询)数据显示，51.4%的受访者表示购买智能硬件权益受到侵害时会进行维权，48.6%的受访者不愿进行维权。在放弃维权的主要原因中，排在前三的分别是维权耗费时间久、维权过程复杂、维权经济成本高，占比分别为51.8%、48.3%、46.5%。关于智能硬件的未来发展趋势，艾媒咨询分析师认为，消费需求逐渐由“标准化”衍变成“个性化”，未来“产品+服务”的形式将更容易满足消费者差异化的需求，并且“智能+”概念将推动人工智能技术加速发展，未来硬件的交互能力亦逐渐加强，消费者对智能硬件的消费也将更加理性。

According to iiMedia Research data, 51.4% of respondents said they would defend their rights when their rights to buy smart hardware were violated, and 48.6% of respondents were reluctant to defend their rights. Among the main reasons for abandoning safeguarding rights, the first three are the time-consuming, complex process and high economic cost of safeguarding rights, accounting for 51.8%, 48.3% and 46.5% respectively. As for the future development trend of intelligent hardware, Ai Media Consulting Analysts believe that consumer demand will gradually evolve from “standardization“ to “individualization“, and that the form of “product + service“ in the future will be easier to meet the differentiated needs of consumers, and the concept of “intelligent +“ will promote the accelerated development of artificial intelligence technology, and the interactive ability of hardware in the future will be gradually strengthened, and consumers will be more intelligent. Hardware consumption will also be more rational.

艾媒报告 |2019中国3·15消费者权益调查报告广告行业篇

2018年，中国广告行业规模不断扩大，仅网络广告整体市场规模已达3717亿元。与此同时，虚假宣传、违法广告等问题频出，严重侵害了消费者的合法权益，阻碍了广告行业市场的有序发展。iiMedia Research(艾媒咨询)数据显示，针对广告中不满意的点，逾五成的受访者表示，广告的真实性无法保证是最大问题。

In 2018, the scale of China's advertising industry continues to expand, and the overall market size of online advertising alone has reached 371.7 billion yuan. At the same time, false propaganda, illegal advertising and other issues occur frequently, which seriously infringes on the legitimate rights and interests of consumers and hinders the orderly development of the advertising industry market. Among them, cosmetics industry exposed many kinds of cosmetics have false propaganda behavior, real estate industry advertising there are problems such as real estate image propaganda and actual inconsistency. According to iiMedia Research, nearly 30% of respondents said they would often encounter false advertisements.

艾媒报告 |3.15消费者权益调查报告消费金融行业篇

2018年中国居民人均可支配收入达到28228元，同时居民消费构成发生了改变。消费金融产品普及率逐步提升。中国消费金融行业高速发展的同时暗藏着危机，2018年仅21CN聚投诉平台消费者相关有效投诉量就达到了31.5万件，成消费者投诉的重灾区。同时，负面舆情频出，网贷平台暴力催收、网贷平台爆雷等违规事件对于用户使用消费金融行为产生了影响。iiMedia Research(艾媒咨询)数据显示，消费金融因免息、折扣和便捷性俘获较多用户，但58.8%用户认为消费金融平台存在隐瞒使用风险的问题。同时，提升信息安全成为用户主要诉求。面对负面舆情，消费金融相关企业应该建立舆情预警机制，提升口碑。

The per capita disposable income of Chinese residents reached 28228 yuan in 2018, while the composition of residents ' consumption changed. The penetration rate of consumer financial products has gradually increased. China's consumer finance industry rapid development at the same time hidden crisis, 2018 only 21CN gathering complaints platform consumer related effective complaints reached 315,000 pieces, into the disaster area of consumer complaints. At the same time, the negative public opinion is frequent, the network loan platform violent Collection, the network loan platform blasting and other violations have the influence to the user to use the consumer finance behavior. According to iiMedia Research, consumer finance captures more users because of interest-free, discounts and convenience, but 58.8% of users believe there is a problem with consumer financial platforms concealing the risk of use. At the same time, improving information security has become the main demand of users. Facing the negative public opinion, the consumer finance related enterprise should establish the public opinion early warning mechanism, enhances the word of mouth.

艾媒报告 |2019中国3.15消费者权益调查报告游戏篇

iiMedia Research(艾媒咨询)数据显示，2018年中国游戏行业用户规模达到6.26亿人，用户规模持续扩大但增速放缓。在目前游戏权益相关政策放严的形势下，头部平台开始发力内容监管机制，并注重对未成年人游戏用户进行引导。48.4%的受访用户表示遭遇过权益受损，其中仅有46.3%的用户进行维权，游戏维权机制亟待完善。

As the data of iiMedia Research showed, the user scale of the China Game industry has reached 626 million. While the scale of users is expanding, the growth process is slowing down. Leading platforms start to improve their content supervision mechanism and instructions towards juveniles, given the strict policy supervision. 48.4% of the interviewed users indicate they have encountered infringement of rights while only 46.4% of the interviewed users have defended their rights. Therefore, right-safeguard mechanism in the games industry should be perfected.

艾媒报告 |2019中国3·15消费者权益调查报告汽车篇

中国汽车行业市场规模大，2018年总销售量达2808万辆，十大主要品牌掌握了89.2%的市场份额。在庞大的市场基础下和新能源汽车迅速崛起的背景下，汽车行业生产与销售过程中暗藏着许多隐患。2018年汽车行业发生了多起负面事件，其中，东风本田“机油门”事件暴露了汽车的质检问题、新能源汽车事件自爆昭示了新能源的安全问题、长城汽车“黑公关”表现了行业的恶性竞争问题。艾媒草莓派调研结果显示，近七成消费者在乘用车使用过程中出现过故障，但仅三成消费者有过维权经历，主要诉求为赔偿。

China's automotive industry market is large, 2018 total sales of 28.08 million vehicles, the top ten major brands have mastered 89.2% of the market share. Under the background of the huge market and the rapid rise of new energy vehicles, there are many hidden dangers in the process of production and sales in the automobile industry. In 2018, there were a number of negative events in the automotive industry, among which, Dongfeng Honda “Machine throttle“ incident exposed the problem of automobile quality inspection, new energy vehicle incident self-explosion shows the safety of new energy, Great Wall Automobile “black public relations“ shows the industry's vicious competition problem. The results of the iiMedia shows that nearly 70% consumers have failed in the use of passenger cars, but only 30% of consumers have had the experience of defending their rights, the main appeal is compensation.

艾媒报告 |2019中国3·15消费者权益调查报告短视频篇

iiMedia Research(艾媒咨询)数据显示，2018年中国短视频用户规模达5.01亿人，处于短视频平台第一梯队的抖音和快手的用户活跃数量维持在2亿左右，尽管短视频市场规模增速趋缓，但整体规模仍持续增长，预计2019年市场规模超过230亿元。iiMedia Research(艾媒咨询)数据显示，近六成短视频用户在选择使用短视频平台时最关注平台内容质量问题，有27.9%的用户选择使用平台时会关注其知名度。

As the data of iiMedia Research showed, the scale of short video users in China reached 501 million in 2018, and the scale of active users of Tik Tok and Kuaishou in the first echelon of short video platform remained around 200 million. Although the growth of short video market scale slowed down, the overall scale continued to grow, and the market scale was expected to exceed 23 billion yuan in 2019. As the data of iiMedia Research showed, nearly 60% of short video users are most concerned about the content quality of the platform when they choose to use the short video platform, and 27.9% of users will pay attention to its popularity when they choose to use the platform.

艾媒报告 |3.15消费者权益调查报告互联网生活零售篇

iiMedia Research(艾媒咨询)数据显示，2018年中国网络零售额突破9万亿元。近年短途物流的发展以及新零售概念的推广，互联网零售市场的规模不断扩展，关于零售服务消费者的权益保障不容忽视。而各类服务中，餐饮外卖、优惠团购是问题重灾区。iiMedia Research(艾媒咨询)数据显示，分别为34.1%和33.0%的受访用户认为网购这些服务最容易发生权益保障问题。

As the data of iiMedia Research showed, the scale of China online retail sale exceeded 9 trillion yuan in 2018. In recent years, with the development of short-distance logistics and the promotion of new retail concepts, the scale of the Internet retail market has been expanding. The protection of the rights of consumers of retail services can not be ignored. Among all kinds of services, catering take-out and preferential group purchase are the most serious disaster areas. As the data of iiMedia Research showed, 34.1% and 33.0% of the interviewed users thought that online purchasing of these services was the most prone to rights and interests protection problems.

艾媒报告 |2019中国3·15消费者权益调查报告网民健康篇

近几年，中国居民人均医疗保健消费支出均保持10%以上的增长水平。2018年居民人均医疗保健消费支出达1685元，同比增长16.1%。中国国内经济增长及居民消费水平的提高刺激了居民医疗消费需求的不断增长。大健康产业蓬勃发展的浪潮中，乱象横生、问题众多。市场监管的不规范、营销骗局层出不穷、假药频出等，不仅骗取群众血汗钱，更是严重危害人民生命健康。艾媒大数据舆情监控系统数据显示，医美、保健品及生物制药成为大健康产业问题重灾区。在健康产业下衍生的各种产品，消费者尤其关注产品的安全性、个人隐私的保护及价格等问题。作为与老百姓生命和健康安全紧密相关的领域，大健康行业在用药安全、销售诚信、售后服务等任何一个环节都容不得半点瑕疵。同时，也对构建更加完善的监管制度、更严格的惩戒体系、更畅通的信息发布机制提出更高的要求。

According to iiMedia Research data, the current demand of logistics enterprises for smart logistics mainly includes logistics data, logistics cloud and logistics equipment. In 2018, the smart logistics market will exceed 400 billion yuan. It is expected that by 2025, the smart logistics market will exceed trillion yuan. iiMedia Consulting analysts believe that with the development of IoT, AI and other technologies, as well as the higher requirements for logistics in new retail, intelligent manufacturing and other fields, the scale of intelligent logistics market will continue to expand.　At the same time, the development of new retail, the upgrading of consumer consumption and the increase of user experience expectations have contributed to the gradual expansion of demand in the real-time distribution industry. It is expected that the number of users in China's distribution industry will reach 421 million in 2019, and there is still potential for continued growth.

艾媒报告 |2019中国3.15消费者权益调查报告电商篇

iiMedia Research(艾媒咨询)数据显示，2018年中国移动电商用户规模达到6.08亿人。在移动支付技术全面普及后，电商消费用户已经达到庞大的规模，关于电商消费者的权益保障不容忽视。而各类商品中，家电、食品和服装商品是问题重灾区，分别有34.2%、26.5%和26.3%的受访用户认为网购这些商品最容易发生权益保障问题。

According to iiMedia Research, the number of mobile e-commerce users in China reached 608 million in 2018. After the popularization of mobile payment technology, e-commerce consumers have reached a huge scale, and the protection of the rights and interests of e-commerce consumers can not be ignored. Among all kinds of commodities, household appliances, food and clothing commodities are the most serious disaster areas. According to iiMedia Research data, 34.2%, 26.5% and 26.3% of the respondents thought that online purchasing of these goods was the most prone to the protection of rights and interests. In the future, the rights and interests of e-commerce users can be effectively protected only by continuing to improve the norms of the business sector and its sub-areas, giving play to the role of harmony elimination and social exposure.