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Recently, a special report on complaints and analysis of China's automotive product quality and service quality showed that in the first two months of this year, domestic auto complaints increased by about 20% year-on-year. After-sales complaints shift to detail.
According to the complaints of the first two months, in addition to quality issues, the number of comprehensive complaints has increased. This is mainly due to maintenance issues that often lead to service problems such as poor service attitude, low maintenance efficiency, and long replacement parts. .
According to the report, in service complaints, disputes caused by replacement of parts were the most, followed by service attitude. The reasons are mainly reflected in the fact that replacement parts are not timely, service attitude is indifferent, delays are resolved, etc., indicating that manufacturers and service providers need to improve on the allocation of parts, replacement efficiency and service attitude.
At the same time, in addition to car repairs, consumers are more detailed in their rights protection. For example, it requires compensation for transportation expenses, lost-work fees, and maintenance fees that the owner considers to be unreasonable. It also includes the requirement to extend the free warranty period for vehicles or parts, to provide transportation vehicles during the repair period, and to request businesses. Or the service staff apologized for their poor attitude.
Some experts said that this change in consumers also marks the change in the automotive market. As the automobile market shifts to the back-end market, consumers are also paying more attention to after-sales services while selecting vehicles. With the current saturation of the first-line market, the main source of dealer profits has also shifted to the post-market sector, and the quality of after-sales service has also affected the brand's share in the market to a certain extent. If companies increase investment in after-sales service system, improve service attitude, improve service efficiency, improve spare parts supply and management and other measures, will greatly increase user satisfaction, thus increasing market share.
According to the complaints of the first two months, in addition to quality issues, the number of comprehensive complaints has increased. This is mainly due to maintenance issues that often lead to service problems such as poor service attitude, low maintenance efficiency, and long replacement parts. .
According to the report, in service complaints, disputes caused by replacement of parts were the most, followed by service attitude. The reasons are mainly reflected in the fact that replacement parts are not timely, service attitude is indifferent, delays are resolved, etc., indicating that manufacturers and service providers need to improve on the allocation of parts, replacement efficiency and service attitude.
At the same time, in addition to car repairs, consumers are more detailed in their rights protection. For example, it requires compensation for transportation expenses, lost-work fees, and maintenance fees that the owner considers to be unreasonable. It also includes the requirement to extend the free warranty period for vehicles or parts, to provide transportation vehicles during the repair period, and to request businesses. Or the service staff apologized for their poor attitude.
Some experts said that this change in consumers also marks the change in the automotive market. As the automobile market shifts to the back-end market, consumers are also paying more attention to after-sales services while selecting vehicles. With the current saturation of the first-line market, the main source of dealer profits has also shifted to the post-market sector, and the quality of after-sales service has also affected the brand's share in the market to a certain extent. If companies increase investment in after-sales service system, improve service attitude, improve service efficiency, improve spare parts supply and management and other measures, will greatly increase user satisfaction, thus increasing market share.
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