The following is the Word of mouth index of Chinese automobile consumers in February 2021 From China Automobile Circulation Association recommended by recordtrend.com. And this article belongs to the classification: Automobile industry, Consumer research.
On March 2, 2021, China automotive after-sales service quality monitoring big data platform (cadA cloud cluster) released the “report on China automotive consumer reputation index in February 2021” (hereinafter referred to as the “report”). According to the report, the score of China’s after-sales service reputation index in February was 93.65, down 0.67 on a month on month basis. 33 points.
Compared with January 2021, the five dimension scores of after-sales service in this month decreased. The dimension of maintenance quality and maintenance time decreased by 1.18 and 1.31 respectively.
In February, 11954 effective consumer evaluation samples covering 56 cities, 33 auto brands and 139 dealers were collected from the “after sales service reputation index”.
The dimension satisfaction of service consultants decreased slightly
According to the report, this month’s service consultant dimension score was 95.94 points, down 0.21 points on a month on month basis. Among them, “did the service consultant provide the following services during the car pick-up inspection?”? (multiple choice) “the index score decreased by 1.33 points on a month on month basis, followed by” you feel that the service consultant’s attitude is “which decreased by 0.45 points on a month on month basis.
Further analysis shows that in the service details that the service consultant should do when carrying out vehicle pick-up inspection, in addition to checking the vehicle related certificates, other service details have declined, especially in the “paving protective equipment” link. Consumer satisfaction has declined since January, and then continued to decline.
Attention should be paid to the dimensional performance of service facilities
According to the report, the dimension score of service facilities in this month was 98.72 points, which decreased by 0.28 points on a month on month basis. However, the analysis of the detailed indicators shows that the satisfaction of each service detail is basically in a downward trend.
The satisfaction of maintenance quality decreased significantly
According to the report, the maintenance quality dimension score of this month was 89.56 points, a month on month decrease of 1.18 points. Among them, “have you ever complained about the maintenance quality?” According to the monitoring data over the years, the Spring Festival is a time when the complaint rate remains high. How to optimize the service problem caused by shortage of manpower is still the key consideration of stores. The other is “which of the following services are suitable for you when you deliver the car?” The index score decreased by 2.18 points.
Which of the following services are suitable for you at the time of delivery Among the service details, except for “the service consultant confirms the repair and maintenance results with you at the time of delivery”, the satisfaction of other service details decreased significantly. It includes “actively inform the use of accessories and auxiliary materials (engine oil, antifreeze, etc.),” the service consultant actively inquires about the disposal methods of surplus materials and cores “and” inform the warranty period of maintenance “.
The satisfaction of the waiting process in the dimension of maintenance time decreased significantly
According to the report, the maintenance time dimension score of this month was 86.17 points, a month on month decrease of 1.31 points. Affected by the Spring Festival, the score of each waiting link decreased greatly. After entering the reception area, the waiting score decreased by 2.07 points, the waiting score of maintenance station decreased by 3.27 points, the waiting score of vehicle delivery decreased by 3.05 points, and the waiting score of payment settlement decreased by 3.21 points.
The satisfaction of maintenance price decreased slightly
According to the report, the dimension score of maintenance price in this month was 97.33 points, a month on month decrease of 0.38 points, which was mainly affected by “whether the store provides a variety of options for accessories?” The index decreased by 2.4 points month on month. In an environment where consumers have more and more knowledge of accessories and the prices of accessories are becoming more and more open, how to meet the consumers’ pursuit of cost performance and ensure the quality of maintenance has become an important issue for 4S stores.
After sales service reputation index of different consumer groups
According to the analysis of the report, the word-of-mouth index of after-sales service in the South and the North all decreased month on month, of which the word-of-mouth index in the South was 93.40 points, down 0.3 points month on month, and the word-of-mouth index in the North was 95.15 points, down 1.16 points month on month. In the word-of-mouth index of consumers in all tier cities, except for the third tier cities, the word-of-mouth index of after-sales service increased by 1.06 points on a month on month basis, while other tier cities decreased on a month on month basis.
The report also analyzes the word-of-mouth index of different consumer groups of different genders, age groups and vehicle ages. This month, the evaluation score of male consumers is 0.22 higher than that of male consumers, which is different from that of female consumers. Among consumers of all ages, the evaluation score of consumers under 20 years old is the most obvious, only 83.56 this month. The evaluation score of consumers of all vehicle ages is higher than that of male consumers The lowest score was 93.12 in 4-5 years.
After sales service reputation index performance of each automobile brand group
Luxury brand group: in this month’s luxury brand group, the after-sales service reputation index was 93.28 points, with a month on month increase of 0.33 points; in the five dimensions of after-sales service, the dimensions of service consultant, maintenance time and maintenance price were all improved month on month, with the maintenance time dimension increasing by 1.06 points, followed by the service consultant dimension, with a month on month increase of 0.95 points.
Joint venture brand group: in this month, the after-sales service reputation index of joint venture brand group was 93.71 points, down 1.01 points on a month on month basis; the five dimensions of after-sales service decreased on a month on month basis, among which the dimension of maintenance quality and maintenance time decreased the most, down 1.50 points and 1.96 points respectively.
Self owned brand group: in this month’s self owned brand group, the after-sales service reputation index was 94.70 points, with a month on month decrease of 1.08 points; in the five dimensions of after-sales service, except for the dimension of service facilities, which increased by 0.33 points, all other dimensions decreased month on month, in which the dimension of maintenance quality and maintenance time decreased the most, with a decrease of 2.00 points and 2.72 points respectively.
February 2021 list of “Chinese automobile after sales service quality consumers’ reputation preferred automobile brands”
Luxury brand group: 9 luxury brands were covered in February, and 5 brands met the criteria of “consumers’ reputation preferred brand”. In February 2021, Jaguar, Lexus and Bentley were selected as the best automobile brands in China’s after-sales service quality consumer reputation luxury brand group. BMW failed to continue the “preferred brand of consumer word of mouth” this month.
Joint venture brand group: 16 joint venture brands were covered in February, and a total of 6 brands met the screening criteria of “consumers’ reputation preferred brand”. In February 2021, Beijing Hyundai and FAW Toyota were selected as the preferred auto brands in China’s auto after-sales service quality consumer reputation joint venture brand group. Dongfeng Nissan and Dongfeng Honda failed to continue the “preferred brand of consumer reputation” this month.
Independent brand group: 8 independent brands were covered in February, only 1 brand met the screening criteria of “preferred brand of consumer word of mouth”, but failed to obtain “preferred brand of consumer word of mouth of China’s automobile after sales service quality in January 2021”.
Read more: China Automobile Circulation Association: September 2020 China automobile consumer word of mouth index report China Automobile Circulation Association: February 2020 China automobile consumer word of mouth index monthly report cadA cloud aggregation: May 2020 China automobile consumer word of mouth index monthly report cadA cloud aggregation: January 2020 China automobile consumer word of mouth index China automobile Circulation Association: August 2020 Report on China automobile consumers’ word of mouth index China Automobile Circulation Association: November 2020 China automobile consumers’ word of mouth index report China Automobile Circulation Association & understanding car Emperor: 2019 China automobile consumers’ insight report (with download) China Automobile Circulation Association: December 2020 China automobile consumers’ word of mouth index report China automobile Circulation Association: March 2020 domestic narrow passenger car market Sales volume reached 1.045 million vehicles, a year-on-year decrease of 40.4%. China Automobile Circulation Association: monthly report of China’s imported automobile market in April 2020 China Automobile Circulation Association: 57 new authorized 4S stores for luxury brands in the first quarter of 2020, 41 online 4S stores returned to cloud computing: report on China’s automobile consumers’ reputation index in October 2020 J.D Power: research shows that more than 40% of potential auto consumers have lost gear shift before entering the store: cowid-19 and fast changing auto consumers Auto Home: analysis report on the change trend of Chinese auto consumers’ attention in the first half of 2013
If you want to get the full report, you can contact us by leaving us the comment. If you think the information here might be helpful to others, please actively share it. If you want others to see your attitude towards this report, please actively comment and discuss it. Please stay tuned to us, we will keep updating as much as possible to record future development trends.
RecordTrend.com is a website that focuses on future technologies, markets and user trends. We are responsible for collecting the latest research data, authority data, industry research and analysis reports. We are committed to becoming a data and report sharing platform for professionals and decision makers. We look forward to working with you to record the development trends of today’s economy, technology, industrial chain and business model.Welcome to follow, comment and bookmark us, and hope to share the future with you, and look forward to your success with our help.