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Research on customer complaint behavior of passenger car in China in 2020 From Kairui saichi

The following is the Research on customer complaint behavior of passenger car in China in 2020 From Kairui saichi recommended by And this article belongs to the classification: User Research, research report.

According to the 2020 Research Report on China’s passenger car customer complaint behavior, the domestic passenger car customer complaint behavior presents the following characteristics:

The industry average value of China passenger car complaint mitigation index (CCRI) in 2020 is 438 points, which is higher than that in 2019.

•   Consumers’ awareness of safeguarding their rights has been awakened, and nearly 30% of the complaint customers have used laws and regulations to safeguard their rights in the process of handling complaints.

•   Customer complaint behavior is closely related to its values. Interest driven behavior is more intense in the process of customer complaint, and the harm to the brand is also greater.

•   The marginalization of individual independent brands makes them have no time to deal with customer relationship, which leads to the decline of the overall customer complaint response rate and withdrawal rate of independent brands compared with last year; In terms of solution rate, independent brands are still in the lead.

•   In the horizontal comparison of complaint experience in different industries, the performance of automobile industry is only better than that of real estate industry, and there is still a gap compared with e-commerce, home appliances and intelligent products.

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