Southeast Asia Information Port (www.dnyxxg.com) – The Shanghai Municipal Administration for Market Regulation released its 2025 Shanghai Consumer Satisfaction Survey Report on the 15th. The report shows that Shanghai's consumer satisfaction index reached 85.48 points (out of 100) in 2025, an increase of 3.42 points compared to 2024 and 3.37 points compared to 2023, reaching a new high in nearly three years, fully demonstrating Shanghai's significant achievements in boosting consumption and optimizing the consumption environment.
Data shows that consumer satisfaction rates for product variety, product quality, and service quality reached 93.44%, 92.85%, and 92.43% respectively, while price satisfaction reached 85.03%, highlighting the diversification and high quality of Shanghai's consumer market supply, effectively meeting the diverse needs of different consumer groups.
The report also shows that Shanghai's six major consumer sectors exhibit differentiated development patterns. Among them, the electronics and tourism/entertainment industries led the pack, both scoring over 6 out of 7. The electronics industry saw a 96.13% satisfaction rate for logistics and packaging, with satisfaction rates exceeding 94% in core dimensions such as new product delivery speed and technical support. In the tourism/entertainment industry, nearly 95% of consumers expressed satisfaction with the environment, facilities, safety, and order, while satisfaction with the overall experience and real-time information exceeded 91%. The home furnishings, food and beverage, and clothing/footwear industries performed steadily, all scoring above 5.85, with satisfaction rates exceeding 94% in all core dimensions. The health and beauty industry scored relatively low at 5.50, with only 84.42% satisfaction regarding prepaid consumption regulations, representing a major weakness that urgently needs improvement.
The consumer environment construction has yielded significant results, with "fair trade" and "consumer safety" scoring the highest at 6.13 and 6.11 respectively, reflecting high recognition of Shanghai's efforts in maintaining market order and protecting consumer rights. Notably, 48.74% of respondents had experience with complaints and rights protection, demonstrating a significant increase in consumer awareness.
Shanghai's eight core business districts boast a high overall supply, with average scores of 6.30 for "Safety and Order Maintenance" and 6.00 for "Environmental Cleanliness and Order Management." Nanjing East Road, North Bund, and Lujiazui are among the top three, each with its own development advantages. However, there is still significant room for improvement in "Consumer Experience Comfort and Convenience" and "Business District Activities and Atmosphere Attractiveness." High prices, traffic congestion, and brand homogenization are the main pain points reported by consumers.
New consumption scenarios are rapidly emerging, becoming an important engine for stimulating consumption. During the 2025 May Day holiday, Shanghai's online and offline consumption reached 59.46 billion yuan, a year-on-year increase of 13.1%, but issues such as insufficient cultural content and incomplete supporting facilities remain. The silver economy has a strong consumer base but faces challenges such as opaque pricing and insufficient high-quality supply. The millet economy has over 200 offline stores and is well-received by consumers, but problems such as serious price premiums and counterfeit goods are prominent.
Online shopping has become the preferred channel for Shanghai residents, with 77.40% of respondents favoring it. Logistics efficiency, cited by 20.90% of respondents, is the primary driving factor for online shopping. E-commerce platforms, food delivery services, and lifestyle service platforms constitute the main consumption channels. However, issues such as product quality and food safety, price fairness and transparency, and counterfeit goods remain key factors affecting the online shopping experience. Clothing, footwear, and fresh food are the categories with the most frequent complaints.
Overall, consumer expectations are stable and optimistic. 87.60% of respondents indicated they will maintain or increase their spending, with 48.14% specifically planning to increase consumption. Tourism and outdoor sports, dining out, and social entertainment are the areas with the most prominent consumption intentions. Income expectations and price reasonableness are the core factors driving consumption.
This survey, commissioned by the Shanghai Municipal Administration for Market Regulation and conducted by Shanghai University, employed a dual-channel questionnaire and stratified sampling method, collecting 4,017 valid questionnaires. The survey focused on high-quality supply, new consumption patterns, and weak links in the supply chain. This survey comprehensively presents the positive trend and areas for improvement in Shanghai's consumer market. The next step will be for all parties to work together to focus on addressing consumer pain points and bottlenecks, continuously optimize the consumer environment, and help Shanghai accelerate its development into an international consumption center city. (End)
