[ Chexun Wang reported ] December 7, 2019, by the China Quality Press Agency co-sponsored by the United Cheers data 2019 annual Chinese mainstream automobile market service evaluation index released in Beijing. Index continued to collect ldquo; the sound of the consumer rdquo; way through big data analytics to measure marketing mainstream Chinese automobile market, after-sales service levels. Survey: In this survey involved 45 major automobile brands in China, sales and service overall average percentage score of 64.8, while the service overall average score of only 62.2 percentage, compared with last year’s results of the evaluation fell 2.2 percentage authority, objectively reflect the 2019 Chinese mainstream car brand in sales, after-sales service of true performance.
reported that the 2019 annual Chinese mainstream automobile market mainstream service quality evaluation index compared with last year, only for the investigation after-sales service, extended to a full investigation of sales and after-sales service, involved car brand expanded from 43 last year to 45, the scope of the survey covers more than four-tier cities in key areas of the country, the number of the survey sample also upgrade over last year nearly tripled, from nearly 800,000 accurate survey sample of 40,000 a lock target sample. The move brought ldquo; China’s automobile market mainstream service quality evaluation index rdquo; closer to the minds of consumers choose a car full of reference, according to the car. Meanwhile, ldquo; 2019 annual Chinese mainstream automobile market service quality evaluation index rdquo; the survey results will be more realistic, objective and reflect the consumer car, with a focus on the core of the car, from the car itself to force the product covering the whole life cycle of the car quality service, car prices accurately informed of the true level of service, so that the data be the only criterion convincing consumers.
| 2019 annual Chinese mainstream automobile market service quality evaluation index of top-rated | |
|---|---|
| mainstream auto market composite index: a game-high evaluation | Mercedes – Benz |
| sales: professional highest evaluation | FAW – Volkswagen Audi brand |
| Sales: Transparency highest rating | BMW |
| Sales: truth service highest rating | Lexus China |
| sale: transparency highest rating | SAIC-GM Cadillac |
| sale: sincere service the highest rating | Volvo car China |
| sales: luxury brand highest rating | Mercedes – Benz |
| FAW – Volkswagen VW brand | |
| China FAW Hongqi brand | |
the quality of services leveraging the market, bringing the industry’s authoritative industry observed
The release ceremony, the former State Administration of Pu Changcheng, deputy director of the market China quality press agency deputy director Liu Jia, international quality Academy of Sciences, Chinese security industry Association, the former State Administration of quality supervision, inspection and quarantine chief engineer Liuzhuo Hui, deputy secretary general of China Association of automobile division Jianhua, deputy secretary of China automobile Dealers Association and a hundred and representatives of media organizations long Xiao Zheng three domestic mutual attend. While some guests also expressed his ldquo; China’s automobile market mainstream service quality evaluation index rdquo; hope, and they think the Chinese mainstream automobile market.
Pu Changcheng, the former State Administration of deputy director of the market in his speech said that while in 2019 China’s automobile market generally cold, but the State Administration of market introduction of a series of policies regulate the behavior of the service car prices for car prices through the winter automobile market has laid a solid foundation. Meanwhile, Pu Changcheng believe the dissemination of evaluation results, it highlights the quality of service of each stage car prices, car prices also express comparatively good opportunity to market attitudes. For a long time, sales service quality determines whether consumers buy vehicles; service quality is the key factor to develop consumer loyalty. Two complement each other, leaving the customer with a car brand’s first impression of the market.
Pu Changcheng, the former State Administration of speech, deputy director of the market
International Quality Academy of Sciences, Chinese security Industry Association, former State Administration of quality supervision, inspection and quarantine chief engineer Liu Zhuohui also represented at the press conference, the relevant departments to regulate automobile consumer market, unveiled a “car dealer management and service standards” (draft), “car service norms” ( ED) and other industry standards. In this context, released the findings of promoting the development of the industry, giving consumers an objective, third-party evaluation of scientific reference has played a positive role. It is also relevant for the market to effectively carry out supervision and management of targeted an important reference.
International QualityAcademy of Sciences, Chinese security Industry Association, the former State Administration of Quality Supervision, Inspection and Quarantine Chief Engineer Liu Zhuohui speech
China Quality Press Agency deputy director Liu Jia expressed a real problem found in the work: ldquo ; in practice, we found that if the overall quality automotive products decline, the owner will need to deal with frequent service department, service department and then 4S shop there are these jobs have dragged overwhelmed, service quality will decline trend . This factor will be by word of mouth, the brand passed to more potential customers, thus affecting the quality of services sales, creating a vicious cycle. rdquo; Thus, service quality reflects a car brand most basic quality assurance.
China Quality Press Agency deputy director Liu Jia Message
the true voice of consumers is how to measure? Data Expert unlock secrets
In the conference site, Beijing Tiancheng Cheers Data Information Co., Ltd. (hereinafter referred to as Tracy data) data expert Changle expensive for everyone resolved ldquo; China’s mainstream auto market quality service evaluation index survey rdquo; changes which took place in 2019. And analyzed the survey results reflect the hot issues of consumer concern.
ldquo; in fact NPS itself as a theory, it has been the rise in the country around 2008, but mature application in the automotive industry has reached around 2016. rdquo; Changle your first introduced the background (Net Promoter Score Research) Evaluation System NPS. 2016, Tracy data were prospectively with industry, covering 20 car brands NPS research. To 2018, China Quality News Network have jointly Cheers data covering 43 brands of aftermarket level CA-NPS research. 2019, with the CA-NPS survey covered sales and after-sales service quality evaluation both ways, and the amount involved in the survey sample brand also increased significantly. Cheers data in more than 159 four-tier cities from most parts of the country, covering 45 major car brands 788,342 investigators audience, precision lock 40,013 bit consumptionWho were invited to visit and listen to their true feelings. Finally, these include consumer real sound of the audio file by NLP (natural language processing intended) technical process, analyze and draw final conclusions from CA-NPS data evaluation system.
Cheers your data experts always happy to share the survey results
in the field
aspects of sales outstanding hotspot, luxury brand leader audience
Turning to the sale of part of consumers concerned about the hot spots, often expensive presents his music found in the analysis of survey data: China’s automobile market sales service quality mainstream NPS score of 64.8 points out of 100 points. Camp from the brand perspective, the luxury brand of leadership is relatively obvious, exceeding the industry average of 6.4 points. From the consumer’s point of view concerns, consumer sales in the elements of service providers were most concerned about the attitude of sales consultants, qualified and comprehensive ability and vehicle delivery links. Judging from various brands, most of the luxury brand brand brand camp is better than a joint venture, the joint venture brand scores generally higher than its own brand
This finding suggests three points, the luxury brand’s sales and service head effect is obvious. The brand camp consumers are generally more concerned about the attitude and delivery of the vehicle experience. At the same time in the desired matrix, Tracy data also summed up the consumer demand is simply ldquo; a nuclear-peak rdquo;, ldquo; nuclear rdquo; refers to the core concerns that people, attitudes and abilities are required for sales consultants; ldquo; peak rdquo; refers to the history of the peak consumption mdash; mdash; delivery vehicle.
found that the four major service, after-sales service to enhance the focus of the focus
at the service level, you also always happy to share his findings to the scene guests: Chinese mainstream automobile market service quality NPS score of 62.2 points. Compared with last year, the brand scores overall small decline. Camp from the brand perspective, the luxury brand of leadership is relatively obvious, exceeding the industry average of 14.3 points. From the brand’s performance, the elements of concern to consumers is the same, are very basic attitude, quality and cost.
For more service evaluation conclusions, often expensive music also gives the corresponding analysis: ldquo; in the service level, combined with consumer feedback and ratings, we can see: the attitude of consumers that service consultants, qualifications and ability and service quality is the most basic. And if you want to further win consumer acceptance, each car company must improve service repair centers and maintenance facilities to industry-leading levels of efficiency. From the expectation matrix, we can see that consumer demand in the automotive after-sales service is very pragmatic, or to me how (attitude) core concern, how my car (quality) and my wallet how about the impact (cost). rdquo; analysis
data not only reflect the true experts of car sales and after-sales service market, the most honest feedback from consumers, the picture of China in the field of automotive service also able to complete drawing. In all the research 45 mainstream car brand, won nine companies come to the fore different camps after-sales service the highest rating. The
index conference, Mercedes – Benz to go beyond the same level of excellence in this survey scores awarded luxury brand sales and after-sales service the highest rating, and gains a game-high composite index evaluation. FAW – Volkswagen Volkswagen brand was awarded the joint venture brand sales and after-sales service the highest rating. Changan Automobile and China FAW Hongqi brand won own brand sales and service, service highest rating. FAW – Volkswagen Audi, BMW, Lexus China won the highest rating sales service transparency, transparency, the highest rating and sincere service the highest rating; and service transparency highest rating and sincere service the highest rating respectively by SAIC-GM Cadillac and Volvo China won.
