2012 China Automotive Brands After-Sales Service Satisfaction Survey Report

The terminal for car sales is not a two-dollar but a after-sales service. China's auto brand after-sales service satisfaction survey was recently completed. This is the eighth after-sales service satisfaction index issued by the agency since 2005. Compared with last year, the Shanghai Volkswagen brand has increased by 12 points, with 863 points first summit joint venture brand. Shanghai GM Chevrolet, who was ranked second, was replaced by Beijing's third-placed Beijing Moderns with 859 points this year. Dongfeng Nissan was the third and scored 857.



2012 China Automotive Brands After-sales Service Satisfaction Joint Venture Brand Ranking <br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br> It is reported that this index is the third index following the “2012 China Auto Manufacturers Satisfaction Index.” The survey indices are all derived from China’s domestic authoritative market research agency “Alliance International”. It is a well-known consumer survey agency in China and is committed to building the most trusted research brand for consumers. The 2012 after-sales service satisfaction survey which lasted for more than six months was based on feedback from 20,901 car owners who spent 12 to 18 months, covering 58 major cities across the country and 50 car brands. The after-sales satisfaction survey index is based on the performance of the dealers and is divided into six major factors: appointment, reception and service personnel, facilities and environment, maintenance and repair quality, maintenance and repair costs, and delivery. The after-sales service satisfaction index is a total of 1,000 points. The higher the score, the more satisfied customers are with the authorized dealers' maintenance and repair services.

The Shanghai Volkswagen brand, which has been the first to research a good joint venture brand, has taken the lead in the industry to put forward the principle of “Excellent Frontline” and took the lead in bringing after-sales service from passive maintenance to a new era of active care. Their initiatives in the after-sales service have created a milestone in the development of China's automotive after-sales service market. So far, the Shanghai Volkswagen brand has more and more users.

Beijing Hyundai won the second place in terms of satisfaction with after-sales service joint venture brands in this survey. It is a rising company in recent years and ranked one place higher than that in 2011. This is inseparable from the constant initiative of the car and people. , enthusiasm, full and transparent service concept and the spirit of continuous improvement and innovation. Beijing Hyundai took the lead to explore the road, in 2008 the powertrain "five hundred thousand kilometers" and wearing parts "three months / 5000 kilometers" warranty policy. The after-sales department has set up a service team composed of VIP service specialists and VIP special teams to provide owners with 1 to 1 persons reception, VIP special service stations and other services. These measures have further improved the overall level of the service team and promoted the after-sales service. High standardization of services.

It is worth recommending to consumers that local independent brand Geely Emgrand received the first place in its own brand after-sales satisfaction with 849 points.

From the analysis of after-sales overall satisfaction data, the overall score of the joint-venture brand in 2012 was 816, a decrease of 26 points over the previous year, reflecting the higher and higher requirements of the joint venture brand owners for auto manufacturers. The overall score of independent brands was 804 points, which was a drop of 5 points from the previous year, and only high-end/import brands increased by 1 point.



2012 Chinese car brand after-sales service satisfaction with the high-end / import brand ranking <br> <br> from the survey data, repair and maintenance prices are reasonable price is the consumer very seriously. Of the 7302 effective complaints that were recovered, 80% were complaints about after-sales service prices. Eighty-one percent of vehicle owners surveyed believe that the price of repair parts is high at 4S stores or special dealers, and 47% of those surveyed who choose “difficult to accept” higher maintenance costs. Complaints about maintenance prices are mainly reflected in two aspects. First, the price is not transparent, and the phenomenon of unregulated charges has occurred from time to time. On the other hand, even if the prices are clearly marked, the price is too high, causing the 4S shop customers to be seriously drained.

The research report found that after-sales service has widespread non-standard competition, which will seriously restrict the healthy development of China's auto industry. 53% of respondents are worried that 4S stores or special dealers will “cut corners” and provide inferior accessories during the maintenance process; 49% of respondents believe that the weak service point of view is a relatively common problem in 4S stores or special distributors. 65% of the respondents believe that the customer's feedback has not been satisfactorily answered or resolved; 74% of the respondents said that after the warranty period, they will choose a social repair shop; however, they are worried about the quality of maintenance at the social repair shop. The respondents were as high as 67%.

The report pointed out that an important feature of the current after-sales service system for automobile companies is disorderly competition. The continuous expansion of car ownership has provided the foundation for the development of accessories and service markets, and has provided ample room for counterfeit parts companies and low-quality repair shops. At present, the means of unfair competition in social repair shops are mainly rebates and low-cost and low-quality services. For example, some workshops use various rebates to attract drivers. Because of the separation of users and owners, some drivers hope to take advantage of vehicle maintenance, which greatly reduces the "competitiveness" of the repair station; The repair shop’s accessories are mainly sourced from the market, often with low-priced counterfeit or low-quality accessories. They will also reduce man-hours charges to attract customers. This has largely attracted price-sensitive private owners and taxi owners; competitive pressures have also caused some unfair competition from some of the car workshop's special service stations. The means to deceive customers, which to a certain extent, impaired the healthy development of our automobile after-sales service system and the improvement of service quality.

The person in charge of the China Automobile Brand Satisfaction Survey Committee pointed out that in the future commercial competition, the competition of customer resources will largely be the competition. Whoever does a good job will win more consumers and win consumers. It won the brand's future. One of the factors that cannot be ignored in the development of the automotive industry is the after-sales service. The service is directly related to the healthy and orderly development of the entire industry. Now that vehicle owners are putting more and more demands on sexuality, if we want customers to recognize your services, we must define the service products more clearly and confidently. For the domestic automotive industry, businesses must not only ensure quality, but also need to provide first-class maintenance technology and after-sales service, so that customers have the feeling of value and ease, we can win in the fierce market competition.