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In 2023, the customer satisfaction index of China's new energy vehicle industry was released, falling for the first time in nine years.

2024-04-13 Update From: SLTechnology News&Howtos shulou NAV: SLTechnology News&Howtos > IT Information >

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CTOnews.com news on December 3, CTOnews.com learned from the official website of the China quality Association that on December 2, the China quality Association released the results of the 2023 China New Energy vehicle Industry customer satisfaction Index (NEV-CACSI) in Beijing.

In 2023, the customer satisfaction of China's new energy vehicle industry was 80 (out of 100), down 1 point from the same period last year, the first decline in nine years. Among them, the customer satisfaction of pure electric vehicles was 79 points, down 1 point from the same period last year, the first decline in nine years. Customer satisfaction with plug-in hybrid cars was 80 points, down 1 point from the same period last year, the first decline in five years.

The obvious decline of brand image and perceived quality is the main reason for the decline of user satisfaction level of new energy vehicles. The evaluation data show that brand image and perceived quality are the main driving factors affecting the satisfaction of new energy vehicles. In 2023, the brand image of China's new energy vehicles scored 81, down 0.9 points from the same period last year, and the perceived quality of China's new energy vehicles was 80.4 points, down 0.5 points from the same period last year.

In terms of product quality, automobile quality reliability and performance design satisfaction have decreased significantly. In 2023, the quality and reliability satisfaction of new energy vehicles was 79.5 points, down 1.8 points from the same period last year. Among them, the quality reliability satisfaction of pure electric vehicles was 79.2, down 2 points from the same period last year, while the quality reliability satisfaction of plug-in hybrid vehicles was 80.4, down 1.3 points from the same period last year. The quality reliability scores of new energy vehicle driving, steering and braking, interior decoration and intelligent network connection system are low. In 2023, the performance design satisfaction of new energy vehicles was 78.9 points, down 0.8 points from the same period last year. Among them, the performance design satisfaction of pure electric vehicles was 78.8 points, down 0.7 points from the same period last year, while the performance design satisfaction of plug-in hybrid vehicles was 79.4 points, down 1 point from the same period last year. The scores of performance design satisfaction of new energy vehicle audio and entertainment navigation, intelligent network connection, driver seat, dashboard and car body interior are relatively low.

In terms of service quality, the satisfaction of sales service and after-sales service has declined. In 2023, the satisfaction with the sales and service of new energy vehicles was 79 points, down 2 points from the same period last year. Satisfaction with after-sales service of new energy vehicles was 78 points, down 2 points from the same period last year.

The China quality Association 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 market competition and the increasing requirements of consumers for product quality and service, users will pay special attention to the problems in the process of experience, and the complaint rate will also be at a high level. the improvement of the satisfaction of the whole industry will face great pressure and challenges.

The number of failures of 100 new vehicles of new energy vehicles continues to rise. In 2023, the number of failures of 100 new vehicles of new energy vehicles was 131, an increase of 33 times compared with the same period last year. Among them, there were 132 failures of 100 new vehicles of pure electric vehicles and 129 failures of 100 new vehicles of plug-in hybrid vehicles. With the increase of 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 vehicles was 20%, and that of plug-in hybrid vehicles was 19%, which was 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 network connection system. The five major systems with a high number of failures of pure electric vehicles in 2023 are intelligent network connection (41 times), driving, steering and braking (18 times), interior decoration (14 times), body appearance (13 times), and batteries (13 times). The number of failures of these five systems accounts for about 74% of the total. The five major systems with a high number of failures of plug-in hybrid vehicles in 2023 are intelligent grid connection (43 times), driving, steering and braking (16 times), interior decoration (13 times), body appearance (13 times), and batteries (9 times). The number of failures of these five systems accounts for about 71% of the total.

The problem with the highest number of failures is that the interior smells bad. The main faults and problems complained by pure electric vehicle users are heavy smell of interior decoration, high wind noise, high tire noise while driving, automatic parking failure (problem), abnormal attenuation of driving mileage, blind area monitoring (parallel line assistance) failure (problem), other driving assist function failure (problem), active brake collision prevention system failure (problem), abnormal brake noise, obvious body shaking while driving (vibration). The main faults and problems complained by users of plug-in hybrid vehicles are heavy smell of interior decoration, high wind noise, high tire noise while driving, automatic parking failure (problem), active brake collision prevention system failure (problem), blind area monitoring (parallel line assistance) fault (problem), engine noise / noise, other driving assist function failure (problem), Lane maintenance assistance / departure early warning system failure (problem), vehicle intelligent voice assistant failure (problem).

The China quality Association pointed out that the decline in the satisfaction of new energy vehicles is not only an important signal in the development of the industry, but also a challenge to automobile enterprises and the industry as a whole. On the one hand, automobile enterprises should strengthen technological research and innovation to meet consumers' demand for higher-quality, more intelligent and more environmentally friendly new energy vehicles. On the other hand, we should improve the stability of product quality, strengthen quality control, reduce the number of quality problems, and solve the pain points of consumers in time through the establishment of a sound service system.

It is also understood that since 2015, the China quality Association has organized and conducted a customer satisfaction assessment of China's new energy vehicle industry for nine consecutive years, and regularly released the evaluation results to the public every year. The main categories of new energy CACSI evaluation in 2023 include plug-in hybrid cars, plug-in hybrid SUV, add-on SUV, pure electric cars, pure electric SUV and pure electric MPV. The subjects are 77 brand models with large sales in 2023, involving 33 automobile manufacturing enterprises and 40 automobile brands. The survey covers 67 key cities in the eastern, southern, western, northern and central market regions. The survey will be conducted from May 1 to September 30, 2023. The survey methods were face-to-face interview and online survey, using fixed-point interception interview, telephone appointment interview and online interview, a total of 9334 valid samples were collected. The evaluation index system is constructed according to five dimensions: overall satisfaction evaluation, quality reliability evaluation, performance design evaluation, after-sales service and sales service evaluation. The survey was organized and carried out by China National excellent Evaluation Technology (Beijing) Co., Ltd.

CACSI adopts the advanced global unified standard evaluation model, and the stability and statistical significance of the evaluation results are strong, which has important guiding significance not only for users to choose and purchase cars, but also for production enterprises to improve quality and enhance market competitiveness.

According to the new energy category and vehicle structure category, the first (including tied first) model of NEV-CACSI (New Energy vehicle Comprehensive satisfaction Index) in each market segment is:

Pure electric mini cars: SAIC GM Wuling Hongguang MINI EV, Zero car T03, Chery New Energy QQ Ice Cream, Chang'an Lumin, Geely Panda mini

Pure electric compact car: BYD dolphin

Pure electric compact cars: Xiaopeng car P5, Guangzhou Auto Ian AION S, BYD Qin PLUS EV, SAIC Volkswagen ID.3, SAIC Roewe Ei5

Pure electric medium-sized car: Tesla China Model 3

Pure electric medium and large cars: ET7, BYD EV

Plug-in hybrid cars: brilliance BMW 5-Series PHEV, BYD Qin PLUS DM-i, Beijing Mercedes-Benz E-Class PHEV

Pure electric miniature SUV: United car Naxi V

Pure electric compact SUV: FAW-Volkswagen Audi Q4 e-tron, BYD yuan PLUS

Pure electric medium-sized SUV: brilliance BMW iX3

Medium and large SUV in Pure Electric: Xilai ES8

Pure electric MPV: Tengli D9

Plug-in hybrid SUV: BYD frigate 07, BYD Tang DM-i, Great Wall Automobile Wei Brand Lanshan, BYD Song PLUS DM-i

Add-on SUV: ideal car L8

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