Consumer Council Feedback

During the 2024/25 fiscal year, Yoho received 92 feedback cases from the Consumer Council (CC). This represents a mere 0.021% of the total approximately 433,000 orders placed during the same period. This year's Consumer Council case number shows an 11.5% decrease compared to the same period in the 2023/24 fiscal year.

These feedback cases primarily concern product issues and delayed deliveries. Yoho's team treats every case with utmost importance, committing to serious handling and seeking fair and appropriate solutions. All cases have been properly resolved through methods such as refunds, product replacements, loyalty points compensation, or expedited delivery.
Furthermore, timely reviews have been conducted with relevant departments and partners.

Regarding feedback on product quality, as a retailer, it is genuinely challenging for us to fully resolve these issues during the sales process. Since we operate on a self-procurement model, the brands and products we decide to source are already considered of higher quality in the market. Suppliers deliver goods in bulk to our warehouse, and most items are in their original sealed packaging, making it impossible for us to unbox and quality-check each one individually. When customers receive a product and report a quality issue, we are committed to actively following up and aim to provide customers with a proper resolution plan.

As for delivery delays, we have implemented numerous internal measures to manage pre-orders, hoping to reduce the inconvenience caused to customers by such delays. However, we also acknowledge that there's a certain probability of delays with pre-orders, and these delays typically originate from the supplier's side, which is largely beyond our control as a retailer.

According to data released by the Consumer Council, the total number of cases received in the 2024/25 fiscal year for "Electrical Appliances," "Computer Products," and "Communication Products" categories was 4,035. As a large, multi-category retailer, Yoho received only 92 feedback cases during the same period. The majority of these cases were resolved with customers by our customer service colleagues before being referred by the Consumer Council, eliminating the need for further follow-up. This demonstrates Yoho's proactive and efficient approach to customer service. Considering our market share, we believe that 92 cases are significantly lower than the average for our market peers, indicating superior performance.

Product Reviews

In the 2024/25 fiscal year, Yoho successfully collected 75,369 product reviews, with an average rating of 4.6 out of 5 stars. This large volume of highly rated reviews clearly indicates that products on the Yoho platform are recognized by the majority of customers, with an average of 4.6 being an excellent achievement.

Installation Service Reviews

This fiscal year, nearly 20,000 installation orders were completed, and 1,681 customer reviews were successfully collected. Some of the data is as follows:

• Air Conditioner Installation Orders: 1,511 reviews received, with an average rating of 4.5 out of 5 stars.
• Electronic Door Lock Installation Orders: 160 reviews received, with an average rating of 4.69 out of 5 stars.
• Air Conditioner Cleaning Orders: 10 reviews received, with an average rating of 4.5 out of 5 stars.

These data clearly show that customers are generally satisfied with and highly acknowledge Yoho's installation service performance. We believe that installation itself is a highly non-standard product; each customer's requirements and on-site environment can vary significantly. Achieving a score of 4 over the entire year is already good, and 4.5 or above is an excellent result, for which we thank our customers for their recognition. Although the unit price of some orders is not low, the fact is that most of the costs are spent on labor and materials. Yoho's profit on installation services is very low; we offer installation primarily to convenience customers and provide them with a relatively standard and reliable option.

Store Service Reviews

In the 2024/25 fiscal year, 11,032 customer reviews were collected, with an average rating of 9.6 out of 10 points. Furthermore, the Google ratings for our various branches have consistently remained between 4.7 and 4.9 out of 5 stars, further proving overall customer satisfaction with Yoho's store services.

3P Platform Merchant Reviews

This fiscal year, Yoho's 3P (Third-Party) platform collected 1,322 customer reviews, with an average satisfaction score of 9.1 out of 10 points. This reflects customers' high appraisal of the product quality and services provided by third-party merchants on the Yoho platform. In the future, we will continue to focus on introducing merchants with brand value, stable supply chains, and unique differentiation to ensure platform quality and unit economics, thereby strengthening customer trust and enhancing long-term brand value.


We sincerely thank every customer who provided valuable feedback. Yoho will continue to strive to meet the expectations of consumers and ensure that every customer has a pleasant shopping experience. We look forward to continuing to provide excellent customer service in the future.