** Sohu News.
Original title China Association for Quality: User satisfaction in the new energy vehicle industry declined for the first time in nine years.
On December 2, the China Association for Quality released the results of the 2023 China New Energy Vehicle Industry Customer Satisfaction Index (NEV-CACSI) in Beijing. The results show that in 2023, user satisfaction in China's new energy vehicle industry will be 80 out of 100, a year-on-year decrease of 1 point and the first decline in nine years. Among them, the user satisfaction of pure electric vehicles was 79 points, a year-on-year decrease of 1 point, and the first decline in nine years. Plug-in hybrid vehicle user satisfaction scored 80 points, down 1 point year-on-year and down 1 point for the first time in five years.
According to reports, the satisfaction of new energy vehicle users has declined to varying degrees in terms of brand image, vehicle quality and reliability, performance design, sales service and after-sales service.
The China Association for Quality pointed out that in recent years, China's new energy vehicle market has shown explosive growth, and consumers' acceptance of new energy vehicles has been increasing. However, with the increasingly fierce competition in the market and the continuous improvement of consumers' requirements for product quality and service, users will pay special attention to the problems in the experience process, and the complaint rate will be at a high level, and the satisfaction improvement of the entire industry will face huge pressure and challenges.
The number of failures in 100 new energy vehicles continues to increase. In 2023, there will be 131 failures in 100 new energy vehicles, an increase of 33 times year-on-year. Among them, 132 times of failure occurred for 100 new cars of pure electric vehicles and 129 times for 100 new plug-in hybrid vehicles. With the increase in the number of failures, the complaint rate of new energy vehicle users is also at a high level. In 2023, the complaint rate of pure electric vehicle users will be 20%, and the complaint rate of plug-in hybrid vehicle users will be 19%, which is 4 percentage points and 3 percentage points higher than that of fuel vehicles, respectively.
The system with the highest number of failures is the intelligent networked system. In 2023, the five major systems with a high number of failures for pure electric vehicles are intelligent networking (41 times), driving, steering and braking (18 times), interior (14 times), body appearance (13 times), and battery (13 times), and the number of failures of these five systems accounts for about 74% of the total. In 2023, the top five systems with the highest number of failures in PHEVs are intelligent networking (43 times), driving, steering and braking (16 times), interior (13 times), body appearance (13 times), and battery (9 times), accounting for about 71% of the total number of failures.
The problem with the highest number of failures is the heavy odor of the interior. The main faults and problems complained by pure electric vehicle users are heavy interior odor, high wind noise, high tire noise during driving, automatic parking failure (problem), abnormal attenuation of cruising range, blind spot monitoring (parallel assist) failure (problem), failure of other driving assistance functions (problem), failure of active braking collision prevention system (problem), abnormal braking noise, and obvious shaking of the body when driving (vibration). The main faults and problems complained by users of plug-in hybrid vehicles are heavy interior odor, high wind noise, high tire noise during driving, automatic parking failure (problem), active braking collision prevention system failure (problem), blind spot monitoring (parallel assist) failure (problem), engine noise and noise, failure of other driver assistance functions (problem), lane keeping assist departure warning system failure (problem), and vehicle intelligent voice assistant failure (problem).
The China Association for Quality pointed out that the decline in satisfaction with new energy vehicles is not only an important signal in the development of the industry, but also a challenge to automobile companies and the entire industry. On the one hand, automobile companies should strengthen technology research and development and innovation to continuously meet consumers' demand for higher quality, more intelligent and more environmentally friendly new energy vehicles. On the other hand, the stability of product quality should be improved, quality control should be strengthened, the number of quality problems should be reduced, and consumer pain points should be solved in a timely manner through the establishment of a sound service system.
It is also understood that since 2015, the China Association for Quality has organized and carried out user satisfaction evaluation of China's new energy vehicle industry for 9 consecutive years, and regularly released the evaluation results to the society every year. The main categories of the 2023 new energy CACSI evaluation include plug-in hybrid sedans, plug-in hybrid SUVs, extended-range SUVs, pure electric sedans, pure electric SUVs and pure electric MPVs. The evaluation targets are 77 brand models with large sales in 2023, involving 33 automobile manufacturers and 40 automobile brands across the country. The survey covers 67 key cities in the five major market regions of eastern, southern, western, northern and central. The survey will be conducted from May 1 to September 30, 2023. The survey methods were face-to-face interviews and ** surveys, and a total of 9,334 valid samples were collected by fixed-point interception interviews, **appointment interviews and ** interviews. The evaluation index system is constructed in five dimensions: overall satisfaction evaluation, quality and reliability evaluation, performance design evaluation, after-sales service and sales service evaluation. The survey was organized and implemented by Zhongzhi Guoyou Evaluation Technology (Beijing)**.
CACSI adopts an advanced global unified standard evaluation model, and the stability and statistical significance of the evaluation results are strong, which is of important guiding significance for users to purchase automobiles and for manufacturers to improve quality and enhance market competitiveness. ** Sohu News.
Process Editor: Wu Jiahui nj026