March 5, China Electronics Chamber of Commerce Consumer Electronics Survey Office United Color TV Innovation Alliance, Suning Tesco jointly organized '2018 China Color TV Product Quality and Services Symposium' was held in Beijing at the meeting released the '2018 China Color TV Products Quality Report "(hereinafter referred to as Quality Report)," 2018 China TV Product After-sales Service and Customer Satisfaction Research Report "(hereinafter referred to as the satisfaction report).
Satisfaction report showed that TV satisfaction and after-sale satisfaction basically remained stable. Two major indicators of major color TV companies Hisense, TCL, Changhong, Skyworth, Konka, Sony, Haier, Samsung, Sharp and LG were above average, The overall brand to be better than foreign brands.After-sales service complaints hardest hit mainly in the Internet TV service rights protection difficult, smart TV software problems and more.
2018 China color TV product quality and service forum
Artificial intelligence TV industry hot spot 'soft fault' into service blind spots
At present, the technology of color TV industry presents a diversified development trend, and technologies such as quantum dot, OLED, HDR, ultra-high definition, wide color gamut and artificial intelligence are widely used. Listed in the new models of television, artificial intelligence television products accounted for up to 23%, artificial intelligence television is becoming the color TV market, the next technology hot spot.
The quality report shows that in the quality of artificial intelligence TV test, the accuracy of the overall speech recognition is only good when the accuracy of one of the eight samples tested is less than 95% and the accuracy of the whole speech recognition is good. Among the 13 samples tested, the average speech The recognition time is 2.05s, and the experience is good. Among the 13 samples tested, the average accuracy rate of intelligent search is 81%, among which the accuracy rate of film and television instruction is the highest, which is above 95%. Logically related instructions and natural semantic instructions The accuracy of the search was less than 50%; among the 13 tested samples, the average intelligent recommendation accuracy rate was 94% (not including fuzzy search); only one of the seven samples under test supported multilingual voice control (Mandarin, Sichuan Words, Cantonese), but the dialect recognition accuracy has yet to be improved; the measured seven samples, do not support the user habitual learning, only part of the sample can record the user's record of use;
'Artificial intelligence technology in the application of color TV products, you need to take into account the elderly, children and dialects and many other factors, or innovative features is likely to become tasteless.' Ministry of Industry Digital TV Standards Compliance Test Center Director Zhang Subing provided four points for industrial development Suggestion: The introduction of new technologies and new products needs to undergo rigorous testing, with particular attention to the user experience. Standards development requires a large amount of test data support and new technology testing methods also need to be strengthened. Attention should be paid to appropriately promote the market and avoid early Overdraft technology hot spots; product design to increase ease of use of products (for the elderly, children groups) concerns.
Ministry of Industry Digital TV Standard Compliance Test Center Director Zhang Subing
In addition, China Electronics Chamber of Commerce released "2018 China's color TV service and consumer satisfaction survey" shows that at this stage of smart TV penetration rate of more than 80% (including artificial intelligence television), and smart TV software updates, smart Interaction, APP Caton, poisoning, content updates and other failures, due to the lack of defined standards, complex operations, after sales staff are not professional, leading to its blind spot after-sales service.
In response, Lu Renbo, the deputy secretary general of China Electronic Chamber of Commerce, called for the standard-based products or technologies to create standards as soon as possible and speed up the demonstration of identification.
China Electronics Chamber of Commerce Deputy Secretary-General Lu Renbo
Experts at the conference said that compared with intelligent television, artificial intelligence television should be able to have more adaptive, self-learning and self-growth features, such as having user habits to capture, experience intelligent search and intelligent recommendation, and more intelligent services Etc. At present, the market for artificial intelligence television is relatively confused, and once there is a soft fault problem such as a low voice recognition rate and poor intelligent experience, the consumer will complain to no one, so it is urgent for the industry to promulgate the relevant norms so that the rights of soft fault It is well documented.
TV failure rate of decline in product virtual charges and transparency needs to be improved
Satisfaction report shows that in the government regulatory layer, color TV enterprises, consumers and other high-quality needs under the combined effect of a slight decline in the failure rate of color TV products, accounting for 12% (including human error). Instead, the Internet TV brand Decline, leading to its after-sales service nowhere to go.Study found that some companies still exist in the purchase of accessories around the behavior.In addition, the door fee, maintenance costs and the replacement of the three major parts of the cost of the lack of specific fees details.
Judging from the issue of complaints on TV sales, the proportion of products that do not match with the description is the largest, followed by problems such as damaged packaging, long return period and low maintenance efficiency, etc. Lu Renbo suggested that the e- Avoid randomness, conditions permitting should be related to test reports, etc., otherwise it is easy to fall into the false propaganda.
In addition, the satisfaction report pointed out that the current consumer TV channels to buy, the overall share of e-commerce remained around 30%, especially retailers online and offline channels to provide consumers with a better after-sales platform in the consumer Those concerned about the proportion of after-sales measures, free maintenance, seven days no reason to return one or two, but there are also some e-commerce platform '7 days no reason to return' clause to explain vague, or even refuse to return (in the product is not quality The premise of the problem), online rights still to be perfect.
Product quality and brand has always been the most important two factors affecting consumers to buy television, and this year's satisfaction report shows that after-sales service has become equally important with the brand consumers to buy the main TV, other factors Followed by design, price, features, size, safety, energy saving, service life and so on.
Lu Renbo said that from the consumer level, after-sales service is a mirror of corporate brand image, high-quality after-sales service will help enhance the corporate brand image.As consumers pay more and more attention to after-sales service, which It requires color TV enterprises attach importance to the rights and interests of consumers, and further improve the TV service system to lift the consumer's worries.