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The following is the Report on Chinese automobile consumers’ word of mouth index in December 2020 From China Automobile Circulation Association recommended by recordtrend.com. And this article belongs to the classification: Automobile industry.
On January 4, 2021, China automotive after-sales service quality monitoring big data platform (cadA cloud cluster) released the “report on China automotive consumer reputation index in December 2020” (hereinafter referred to as the “report”). According to the report, the score of China’s after-sales service reputation index in December was 94.11 points, up 1.35 points on a month on month basis. 06 points year on year.
Compared with November, only the dimension of maintenance price decreased by 0.18 points, and other dimensions all improved month on month. The dimension of maintenance quality increased the most, reaching 3.05 points, followed by the dimension of maintenance time, which increased by 2.21 points; the dimension of service consultant and service facilities increased by 1.31 points and 0.42 points respectively.
In December, 17002 effective consumer evaluation samples were collected from 176 cities, 43 automobile brands and 210 dealers.
The satisfaction of maintenance quality, maintenance time and service consultant increased significantly
According to the report, the dimension score of maintenance quality in December was 90.43 points, which was increased by 3.05 points on a month on month basis. It is mainly reflected in “have you ever complained about the maintenance quality?” The scores of the two service indicators of “vehicle delivery service notification (e.g. disposal of surplus materials, warranty period, etc.) were increased by 10.05 points and 5.68 points respectively.
The service details of “service notification at vehicle delivery (e.g. disposal of surplus materials, warranty period, etc.) were improved. Among them, the proportion of” informing consumers of the warranty period of maintenance “increased by 7.19%. In addition, the proportion of service consultants actively consulting consumers about the disposal of surplus materials and core parts increased by 7.02% and 7.14% respectively.
The dimension score of maintenance time in December was 90.43, which was 2.21 points higher than that in December. Compared with November, the experience of each service waiting link was greatly improved. The scores of waiting in the reception area, waiting in the maintenance station, waiting for the completion of vehicle delivery, and waiting for payment and settlement were increased by 5.10, 4.40, 5.56, and 4.63, respectively; only “whether to deliver the vehicle according to the agreed time” decreased slightly by 0.61 compared with November.
Compared with November, the improvement of service consultant dimension was mainly reflected in the two indicators of “whether the service consultant did the following services (multiple choice)” and “how do you feel about the service consultant’s attitude”, which were increased by 4.94 and 3.39 points respectively; the scores of other indicators were only slightly increased.
The satisfaction of maintenance price and maintenance time fluctuated slightly
According to the report, the dimension score of maintenance price was 97.12 points, which was the only dimension that declined by 0.18 points compared with November. The main indicator is “does the store provide a variety of options for accessories?”? (e.g. original parts or parts with equivalent quality) “decreased by 2.82 points.
The dimension of service facilities increased slightly by 0.42 points compared with November. The evaluation scores of all the detailed indicators increased, with the largest increase of 0.95 points on a month on month basis.
Five dimension scoring trend of after sales service in 2020
The report also analyzes the score trend of the five dimensions of after-sales service in 2020. From the trend chart, the scores of service facilities, maintenance price and service consultant are always high. It can be seen that in the early stage of the outbreak of the epidemic, consumers’ experience evaluation is basically unaffected, while the scores of maintenance quality and maintenance time are greatly affected, especially during maintenance The score of inter dimension in February was less than 80.
After sales service reputation index of different consumer groups
According to the analysis of the report, the consumer evaluation scores of the north and the south in December were all improved compared with those in November, and the difference between the scores of the north and the South was narrowing, with a difference of only 0.64 this month. Among the evaluation scores of all tier cities, the fifth tier cities got the highest score, 97.14 points, which was also the largest increase compared with November, with an increase of 2.56 points.
The report also analyzed the service evaluation scores of different gender, age groups and vehicle age groups. Male consumers scored slightly higher than female consumers this month, which was 0.14; among all age groups, consumers under 20 and over 60 scored the lowest, which were 91.92 and 92.43 respectively; among all vehicle age groups, consumers under 1 year had higher service experience The highest score was 92.84.
After sales service reputation index performance of each automobile brand group
Luxury brand group: this month, the after-sales service reputation index of luxury brand group was 92.82 points, which was 0.76 points higher than that of November. In the five dimensions of after-sales service, except for the maintenance price dimension, which decreased by 0.4 points, all other dimensions improved, and the maintenance quality dimension increased by 2.32 points.
Joint venture brand group: this month, the after-sales service reputation index of joint venture brand group was 94.25 points, up 1.16 points from November. The five dimensions of after-sales service have been improved, of which the maintenance quality and maintenance time have been improved the most, which are 2.56 and 2.33 respectively.
Independent brand group: this month, the after-sales service reputation index of independent brand group was 95.17 points, with a month on month increase of 4.17 points. As with the joint venture brand group, the five dimensions of after-sales are in the state of month on month improvement, in which the dimension of maintenance quality is significantly improved by 8.46 points, the dimension of maintenance time is improved by 5.59 points, and the dimension of service consultant is improved by 4.64 points.
List of “Chinese automobile after sales service quality consumers’ preferred automobile brands” in December
Luxury brand group: the number of luxury brands covered by the consumer evaluation sample in December is 12, and there are 8 brands that meet the screening conditions of “preferred brands of consumer word of mouth”. Lexus, Bentley, Jaguar and Land Rover are the winners of “preferred brands of consumer word of mouth of China Automotive after sales service quality in December 2020”. Mercedes Benz and BMW failed to continue the “preferred brand of consumer reputation” this month.
Joint venture brand group: the number of joint venture brands covered by consumer evaluation samples in December was 19, and a total of 10 brands met the conditions of screening “preferred brands of consumers’ word of mouth”. Beijing Hyundai, Dongfeng Honda, FAW Toyota and Chang’an Mazda won the “preferred brands of consumers’ word of mouth of China’s automobile after sales service quality in December 2020”. Kia, Chevrolet and GAC Toyota failed to continue the “preferred brand of consumer reputation” this month.
Independent brand group: in December, there were 12 independent brands covered by the consumer evaluation sample, and a total of 1 brand met the screening conditions of “preferred brand of consumer word of mouth”, but failed to obtain “preferred brand of consumer word of mouth for China’s automobile after sales service quality in December 2020”, and biadi and link failed to continue “preferred brand of consumer word of mouth” this month.
Read more: China Automobile Circulation Association: February 2020 China automobile consumer word of mouth index monthly report China Automobile Circulation Association: September 2020 China automobile consumer word of mouth index report cadA cloud aggregation: January 2020 China automobile consumer word of mouth index cadA cloud aggregation: May 2020 China automobile consumer word of mouth index monthly report China automobile Circulation Association: China in 2019 Automobile after sales service consumer reputation index and report China Automobile Circulation Association: November 2020 China automobile consumer reputation index report China Automobile Circulation Association & understanding car Emperor: 2019 China automobile consumer insight report (with download) China Automobile Circulation Association: August 2020 China automobile consumer reputation index report China Automobile Circulation Association: April 2020 China imported automobile China Automobile Circulation Association: in the first quarter of 2020, 57 new authorized 4S stores of luxury brands will be added and 41 online 4S stores will be returned. China Automobile Circulation Association: in March 2020, the sales volume of domestic narrow sense passenger car market will reach 1.045 million, a year-on-year decrease of 40.4% J.D Power: China’s China auto consumer word of mouth index has been reported in October 2020. More than 40% potential automobile consumers have lost cloud before they enter the shop. The CSISC:2013 list of Chinese Baijiu brand word of mouth index CSISC:2014
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