Netease survey: coating industry service quality has improved significantly

   Global Coatings Network News:

Lasting one month, the 2015 NetEase 315 "Home Furnishing Enterprise After-sales Service Survey" data showed that the coating industry had an average score of 76.
36, which was 8.
46 points higher than last year.
At the same time, for the 11 coating brands under investigation, the after-sales service hotline was 100% free.
Service awareness has been significantly improved.


Among them, the pass rate was 90.
91%, and only one brand failed.
The championship was won by Three Trees with 97 points.
Compared with last year, the after-sales service call connection rate, attitude praise rate, and problem solving rate have all achieved a significant increase.

　　During the 315 investigation, Netease Home furnishing investigators simulated consumers dialing after-sales service calls of the 11 paint brands under investigation during three time periods, including weekdays and weekends, and found common problems such as cracking and blistering of paint shortly after painting.
Complaints about quality issues.

During the call, the investigators were delighted to find that all 11 brands have opened free after-sales service hotlines.
Moreover, 60.
61% of the paint brands were connected the first time they called, and 9.
09% of the brands were calling the second time.
It can also be connected at any time.
Among them, more than half of the brands can still connect to the hotline on weekends, but the proportion of enterprises that cannot answer the phone at all has reached 18.
18%, and some companies are still dragging their feet.

　　The survey results show that there are 4 companies with a score of 90 or more this year, which is the same as in 2014.
Among them, Three Trees topped the list with 97 points, Chenyang Shuiqi took second place with 91 points, Dulux and Nippon Paint followed closely behind with 90 points and tied for third.

Survey data shows that the average score of 76.
36 this year is 8.
46 points higher than last year.
Among them, there are two brands with a score of 80 or more, Garboli and Bauhinia.
Last year, there was only one brand with a score of 80 or more.
In 2014, there were as many as 3 brands that failed.
This year, only one brand failed, and there were 4 other brands.
The scores are concentrated above 60 points and below 70 points.

　　It can be seen that the overall service level of the coatings industry has been significantly improved compared to 2014, and the improvement of service attitude is one of the outstanding performances.
The favorable rate of service attitude reached 72.
73% this year, which was a few blocks from last year.
Investigators discovered during the call that most brands were able to inquire about product problems in detail, and were more active in helping consumers resolve their doubts.

　　Among them, brands such as Sankeshu, Chenyang Water Paint, Dulux, Nippon Paint, etc.
, which received high scores, inquired about product quality in detail during the three phone calls, and analyzed the situation with professional explanations.
, It is recommended that consumers collect relevant bills for on-site repairs.

Excluding the improvement in service attitude, the after-sales service problem solving rate of the coatings industry in 2015 also increased significantly, reaching 74.
24%.
Compared with last year’s 52.
50%, it is not difficult to see how serious paint brands are for after-sales service issues this year.
The so-called “knowing the shame and courage”, in the case of the industry's overall after-sales service decline in 2014, most brands this year are committed to improving services.
The determination to provide consumers with a better solution to the problem, arrange professional engineers for telephone consultation or on-site inspection, and provide on-site maintenance services after confirming the problem.

　　However, a ridiculous phenomenon also made this year's 315 after-sales service survey in the coatings industry somewhat happy.
As we all know, "3.
15" is the consumer rights protection day, but in the process of simulating consumer complaints by NetEase Home Furnishing investigators, they discovered that some brands actively protect the interests of distributors instead of consumers.
I don't know when, the dealer has become the "object of protection" when complaining.
(Source: Global Coatings Network) (For more information, please log in: Global Coatings Network http:// )