Suggest exploring the establishment of a unified standard for after-sales service in the Greater Bay Area
2024-11-07
From June to October this year, the Guangdong Provincial Consumer Council conducted a survey on the convenience of cross-border consumption in the Guangdong Hong Kong Macao Greater Bay Area. The survey was aimed at mainland consumers in the Greater Bay Area who had consumed in Hong Kong or Macao in the past year (hereinafter referred to as "mainland consumers"), as well as Hong Kong and Macao consumers who had consumed in 9 cities in the Greater Bay Area in the past year. Various methods such as questionnaires, random interviews, case collection, and information collection were used to conduct the survey. A total of 2603 valid survey questionnaire samples were obtained, and 77 cross-border consumption cases were collected, with 2399 data information collected. Overall, consumers from Guangdong, Hong Kong, and Macao have a high rating for the convenience of consumption in the Greater Bay Area. Mainland consumers rate the convenience of consumption in Hong Kong and Macao as 4.34 out of 5, while Hong Kong and Macao consumers rate it as 4.13. In terms of travel convenience, nearly 90% of mainland consumers and over 70% of Hong Kong and Macao consumers believe that customs clearance and supporting services are relatively convenient, and are satisfied with the number and configuration of inspection channels. At the same time, consumers have a high evaluation of the convenience of transportation between mainland China and Hong Kong and Macao, as well as transportation in the urban areas of Hong Kong and Macao. Over 80% believe that transportation between mainland China and Hong Kong and Macao is convenient, and over 90% believe that transportation in the urban areas of Hong Kong and Macao is convenient. In terms of consumer convenience, the tourism sector, social media platforms, and television programs are the main channels for obtaining consumer information; More than 80% of consumers believe that the provision of goods and services is relatively convenient, mainly reflected in aspects such as pricing, quality, diversity of choices, merchant attitudes, and the number of commercial districts; 75.1% of Hong Kong and Macau consumers stated that cross-border after-sales service is convenient, while around 60% of mainland consumers stated that products purchased in Hong Kong and Macau can enjoy after-sales service in mainland China. In terms of service convenience, 87.3% of mainland consumers and 75.6% of Hong Kong and Macau consumers believe that communication services are relatively convenient. 85.1% of mainland consumers and 73.9% of Hong Kong and Macau consumers expressed that the supporting services in their consumption venues are relatively convenient, mainly reflected in storage cabinets, customer service inquiries, shopping guides, recreational areas, and other aspects. In addition, the survey found that mobile payment has become the main payment method for mainland and Hong Kong/Macau consumers in cross-border consumption. In terms of the convenience of safeguarding rights, a survey found that 20% of Hong Kong and Macao consumers and 40% of mainland consumers encountered disputes in cross-border consumption, but both reported that they were well resolved, with a consumer dispute resolution rate of over 80%. The cross-border rights protection channels are smooth and have a high level of awareness. The main choices are to call the 12345 hotline, file a complaint with the Hong Kong and Macao Consumer Council, and file a complaint on the Guangdong Consumer Council Greater Bay Area Complaint Transfer Platform. However, in the survey, consumers also reported that there are still bottlenecks in cross-border consumption in the Greater Bay Area, mainly due to prominent congestion during peak holiday periods, insufficient diversity and friendliness of consumer payments, inability of cross-border financial services to keep up with development needs, insufficient connection of trade service rules, and the need to improve the efficiency of complaint and rights protection. With the continuous improvement of integration in the Bay Area, consumers have higher expectations for the convenience of cross-border consumption, such as further shortening the clearance time during peak periods such as holidays and increasing investment in transportation capacity; Increase the number of special care channels for special populations at ports and set up waiting lounges; Simplify the procedures for changing documents and strengthen the handling guidelines in mainland China; Cross border purchases of goods do not require seeking after-sales service at the place of purchase; Improve the data limit of Hong Kong and Macau roaming packages and optimize the charging standards; Expand the coverage of mobile payments in Hong Kong and Macau, and optimize the opening of mobile QR code payment procedures in mainland China; Further shorten the time for safeguarding rights, etc. In response to the above situation, the Guangdong Provincial Consumer Council has put forward suggestions: firstly, to improve the transportation carrying capacity of ports. Gradually expand the scope of "one place, two inspections" applicable ports and promote the mode of people and vehicles clearing customs together. Improve the construction of care facilities for special populations at ports and surrounding transportation supporting facilities. During holidays, adjust the inspection and release procedures appropriately, as well as the number of manual, self-service, and green channels opened. The second is to build a diverse and inclusive payment environment. Mainland cities in the Greater Bay Area should focus on optimizing the cash and foreign card payment environment, and developing financial services such as cross-border payments, mobile electronic payments, cross-border account opening, and cross-border insurance. Hong Kong and Macao should continue to vigorously promote mobile payment products, use digital platforms to aggregate service supply, and better meet consumer needs. The third is to deepen the connectivity of the Greater Bay Area. Deepen the "Double Commitment" campaign for Guangdong's trustworthy consumption, and increase efforts to cultivate and promote high-quality merchants in the three regions. Explore the establishment of unified standards and service guarantees for after-sales services in the Greater Bay Area. Mainland service platforms provide registration services through Hong Kong and Macau Home Return Permits or Hong Kong and Macau mobile phone numbers. The fourth is to deepen the linkage of consumer rights protection among the three regions. Guide enterprises to establish clear contracts and after-sales service policies, actively join the "National Consumer Association Smart 315" and the Guangdong Hong Kong Macao Greater Bay Area Consumer Complaint Transfer Platform, shorten the complaint handling process, and improve efficiency. Strengthen the education of cross-border consumption knowledge and enhance consumers' ability to prevent and resolve disputes. (New Society)
Edit：He Chuanning Responsible editor：Su Suiyue
Source：People's Daily
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