JD.com and Sina Home 618 released the "Inspection Report on Trends in Home Furnishing Services Industry". The "Report" launched a survey of more than 1,000 consumers, of which users in high-tier cities accounted for 25%, users in mid-tier cities accounted for 35%, and the ratio of males to females was about 3:2.
According to the "Report", when choosing home/home improvement products, more than 95% of consumers believe that service is important, and more than 50% of consumers regard service experience as the main consideration when purchasing products, and more than 1/3 of users will directly Obtain information directly related to products and services from e-commerce channels.
According to the statistics of JD Home, in the past two years, JD Home has successively introduced hundreds of service providers to the home service platform, including more than 100 logistics providers such as Anju Jiapei Logistics and Yuelu Logistics, dozens of such as Wanshifu and Suoanbang. Mainstream installation and maintenance service providers help thousands of merchants to realize the visualization of delivery and installation. The consultation rate of consumers about delivery is reduced by 30%, the customer service efficiency of merchants is increased by 20%, and the return rate, after-sales rate, and bad review rate for delivery problems are reduced. more than 15%.
The report highlights the following consumer trends:
Over 60% of consumers will buy customized furniture or large-scale products from e-commerce channels, among which JD.com is the most trusted; there are still pain points in home improvement, and young people prefer JD.com’s price guarantee, first-hand claim/late claim and material verification Service; 56% of users believe that service items and quality have become important factors to stimulate the vitality of market consumption; male users love the "first-hand claims" service, and female users are more concerned about whether to "save the worry" service.
