According to Baidu's data report, the second consumer quality problems that consumers were concerned about in 2015 came from online shopping, which was repeatedly criticized. Online shopping Gradually let consumers become more rational. The recent Accenture report shows that the phenomenon of "return to the physical store" appears in consumers. The proportion of consumers who plan to shop more through physical stores will climb to 26% from 18% a year ago. This trend is not only in China, but also in developed countries such as Europe and the United States.

At this time of 3.15, hundreds of millions of eyes will focus on consumer protection, but reporters can't help asking, what will happen if 3.15 passes? We hope that every day can be 3.15, not only when we reach 3.15, then we will pay close attention to the legitimate rights and interests of consumers. Therefore, in view of the current "return" Physical store "Phenomenon, the reporter randomly selected shopping malls to carry out the" post 3.15 period "small survey.

　　 Scope of investigation: the Yanshikou business district survey object: Moore department store (Tianfu store)

The center of Chengdu is from Tianfu Square from west to East, and from Yanshikou to Chunxi Road. It is the oldest and most prosperous business district in Chengdu. The flow of people is weaving and business is flourishing. The mole department store Tianfu shop, located on the east side of Tianfu Square, has been standing here for 12 years. After experiencing the development of society and the changes of the times, Moore department store has gradually become the representative of traditional department stores in Chengdu, and has also become the front door of Chengdu shopping because of its geographical advantages. In the current traditional retail industry under the impact of the electricity supplier, in 2014 Moore department still delivered 530 million of the sales report card.

　　 Unannounced visits: an endless stream of customers' meticulous service

Without prior communication or identity, reporters entered the store with an ordinary consumer perspective and made a surprise investigation. On the whole, the shopping malls are arranged neatly and brightly, the goods are neatly arranged, the public areas such as the ground are clean, the service staff are in good spirits, and the language is friendly. Though not holidays, the shopping malls still have low traffic volume, and these customers, from the old to the old, to the small children.

And in the process of reporter investigation, such a scene appeared. In the L'OREAL cosmetics counter on the first floor cosmetics area, a grandmother with a silver thread walked past and began to communicate with the service staff. But at that time, the service staff did not show any difference because of the age of the grandmother. She had been patiently communicating with her grandmother. A few minutes later, the reporter decided to show his identity, hoping to formally interview the special customer. "My friends will laugh at me when they see it!" the granny refused to interview with a smile. But she still told an unexpected answer which was unexpected to the reporters and service personnel. She bought her makeup products for herself.

Some experts said that Retail industry It is the service industry, the quality of service determines the success of the shopping mall. Looking at the old lady's satisfaction in choosing the goods to leave, and then looking at the service staff who said "should do" and refuse to interview, the reporter can not help but give the spirit of this service a "praise". Dialogue: intensifying the service and promoting the upgrading of Yan Yan

In the interview with reporters, Qian, who is the responsible person of the store, serves as the foundation of the retail industry, and completes the service work and improves the service quality. Sense of experience, as an irreplaceable advantage of physical stores, is the root of attracting customers, and how to better provide quality services to customers is particularly important.

Money manager frankly told reporters that the current hardware facilities are indeed Moore department store Due to historical reasons, Moore department store is currently leased, but because of some factors, it is not an easy task to transform the store, but the company has been making efforts in this regard. Money manager also revealed some information. Moore department store Limited is expected to launch the reload upgrade plan in 2016. It will carry out a major focus on hardware, brand and so on. It expects to enhance service and provide more comfortable and satisfying shopping experience for consumers.