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1月消费者口碑优选品牌发布 上汽大众、比亚迪股份(01211)等入选

In January, preferred brands with consumer reviews were released, and SAIC Volkswagen and BYD (01211) were selected

Zhitong Finance ·  Feb 8, 2023 19:00

China Automobile after-sales Service quality Monitoring big data platform (CADA Cloud gathering) released the report on the word-of-mouth Index of Chinese Automobile consumers in January 2023, Zhitong Financial APP learned. According to the report, in January 2023, the word-of-mouth index of automobile sales and service was 94.53 points, up 1.04 points from the previous month. In January, the word-of-mouth index of automobile after-sales service was 95.05, down 0.88 from the previous month. In addition, the report selects the preferred brands of monthly consumer word-of-mouth according to the results of consumer evaluation. Among them, in the aspect of luxury groupBentley, Lexus, Cadillac and AudiBe selected; in terms of the joint venture group.Dongfeng Honda, Chevrolet, SAIC Volkswagen and FAW VolkswagenBe selected; be in an independent group.BYD (01211)Selected.

The original text is as follows:

The report of "Chinese Automobile Consumer word-of-mouth Index" was officially released in January 2023.

On February 6th, China Automobile after-sales Service quality Monitoring big data platform (CADA Cloud gathering) released the report of China Automobile Consumer word-of-mouth Index in January 2023 (hereinafter referred to as "the report"). The report mainly analyzes the word-of-mouth index of automobile sales and service and the word-of-mouth index of after-sales service, briefly expounds the key factors that affect the word-of-mouth index, as well as the after-sales service word-of-mouth index of each automobile brand group. and released in January 2023 Chinese automobile after-sales service quality consumer word-of-mouth preferred automobile brand.

Automobile sales service word-of-mouth index

According to the report, in January 2023, the word-of-mouth index of automobile sales and service was 94.53 points, up 1.04 points from the previous month. This month's data covers 848 effective sample sizes from 47 dealers and 18 brands in 23 tier 1-5 cities across the country.

In the detailed indicators of sales services, compared with December 2022, only "did the sales consultant introduce the following products or services to you?" The index decreased slightly, with a decrease of 0.26 points compared with the previous month. Other indicators are month-on-month improvement, especially "in the car purchase process, which of the following links make you satisfied?" The index increased the most, reaching 2.72 points.

Further analysis "did the sales consultant introduce the following products or services to you?" According to the index, the proportion of the introduction of "automobile insurance" business decreased the most, reaching 2.72% from the previous month, followed by "extended warranty service", down 1.34%. As for the introduction of "boutique / configuration / accessories", the proportion increased by 2.07% compared with the previous month.

Through "apart from this dealer, have you ever been to other dealers of the same brand?" The index found that the proportion of dealers who had been to the same brand decreased by 4.88% compared with the previous month, and it was preliminarily judged that it was related to the increase of car purchase concessions in various stores during the Spring Festival.

Word-of-mouth index of automobile after-sales service

This month, the word-of-mouth index of automobile after-sales service was 95.05, down 0.88 from the previous month. Consumer evaluation samples cover 11089 evaluation samples from 46 first-and fifth-tier cities, 117 car dealers and 28 brands.

Among the five dimensions of automobile after-sales service, each dimension decreased month-on-month, among which the dimension of "maintenance time" decreased the most and decreased by 2 points.

Based on the analysis of the detailed indicators of the maintenance time dimension, it is found that except "is the delivery time consistent with the estimated time of the service consultant?" With the exception of a slight increase of 0.27 points from the previous month, all other indicators have declined significantly, and the indicator with the largest decline is "do you need to wait after entering the service reception area?" With a score of 3.98.

Through the analysis of "do you need to wait after entering the service reception area?" The indicator found that the proportion of waiting increased by 3.98% month-on-month, while the "report" probed the waiting consumers "how long can you accept waiting in the service reception area?" The proportion of "cannot wait, needs to be received immediately" increased by 13.96% month-on-month to 39.41%.

Word-of-mouth index of after-sales service for each automobile brand groupAnd the preferred brand of consumer word-of-mouth this month

The report publishes the after-sales service word-of-mouth index of luxury brand group, joint venture brand group and independent brand group. At the same time, according to the results of consumer evaluation, the monthly consumer word-of-mouth brand is selected. In terms of the luxury groupBentley, Lexus, Cadillac and AudiBe selected; in terms of the joint venture group.Dongfeng Honda, Chevrolet, SAIC Volkswagen and FAW VolkswagenBe selected; be in an independent group.BYDSelected. The details are as follows:Luxury Brand Group:In the luxury brand group, the after-sales service word-of-mouth index was 92.83 points, down 1.92 points from the previous month; in the five dimensions of after-sales service, only the maintenance price dimension increased, up 0.39 points from the previous month, and all other dimensions decreased, among which the maintenance time dimension decreased the most, with a decrease of 5.22 points compared with the previous month; the second was the maintenance quality dimension, which decreased by 1.99%. According to the report, this month's consumer evaluation sample covers seven luxury brands, and a total of five brands meet the criteria for screening "preferred brands of consumer word-of-mouth". The winner of "Chinese automobile after-sales service quality consumer word-of-mouth preferred automobile brand-luxury brand group" in January 2023 isBentley, Lexus, Cadillac and Audi

Joint venture brand group:In the joint venture brand group, the after-sales service word-of-mouth index was 96.22 points, which decreased by 0.06 points. Among the five dimensions of after-sales service, the maintenance time dimension and maintenance quality dimension increased by 0.26 points and 0.06 points respectively, while the other dimensions decreased slightly. Among them, the service facilities dimension decreased the most, 0.44 points from the previous month, followed by the service consultant dimension, which decreased by 0.39 points.

According to the report, this month's consumer evaluation sample covered 13 joint venture brands, and a total of 9 brands met the criteria for screening "preferred brands of consumer word-of-mouth". The car brands that won the "quality of after-sales service in China in January 2023, consumers' preferred brand of word-of-mouth-joint venture brand group" are:Dongfeng Honda, Chevrolet, SAIC Volkswagen and FAW Volkswagen

Independent Brand Group:In the independent brand group, the after-sales service word-of-mouth index was 97.17 points, up 0.23 points from the previous month. Among the five-dimensional scores of after-sales service this month, the service facilities dimension and maintenance quality dimension increased by 2.03 points and 0.34 points respectively, while the other dimensions decreased slightly. Among them, the maintenance price dimension decreased the most, 0.42 points from the previous month, followed by the maintenance time dimension, which decreased by 0.12 points.

According to the report, the sample of consumer evaluation this month covers eight independent brands, and two brands meet the criteria for screening "preferred brands of consumer word-of-mouth". The winner of "Chinese automobile after-sales service quality consumers preferred automobile brand-independent brand group in January 2023" isBYD.

The translation is provided by third-party software.


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