途虎养车2024ESG报告：用科技再造汽车服务行业价值链

Core Insights - The rapid growth of automobile consumption in China is leading to a significant increase in the private car ownership, expected to surpass 300 million by the end of 2024, which in turn is driving the expansion of the automotive aftermarket and raising service quality expectations among car owners [1] - Tuhu Car Maintenance is positioned as a leading integrated online and offline automotive service brand in China, focusing on transforming the industry value chain through service essence and technology-driven standardization [1] User-Centric Approach - Tuhu Car Maintenance emphasizes user needs as the foundation for value creation in the service industry, leveraging technological innovation and process optimization to enhance service standards and user experience [2] - In 2024, Tuhu Car Maintenance has become a pioneer in the automotive aftermarket by fully focusing on AI, utilizing advancements in large model technology to continuously improve service quality and achieve a user satisfaction rate exceeding 95% across its platform [2] Franchisee Collaboration - Franchisees play a crucial role in Tuhu Car Maintenance's service value chain, with the company enhancing collaboration through support and incentive policies, resulting in over 90% of its service centers being profitable [3] - Tuhu Car Maintenance has invested nearly 100 million yuan in operational support for both new and existing stores, increasing promotional expenses by 250 million yuan compared to 2023, which has led to a 14% year-on-year increase in average promotional spending per store [3] Technician Development - Tuhu Car Maintenance focuses on building a multi-tiered talent ecosystem centered around "technology + employment," providing thousands of technicians with growth opportunities and enhancing their professional skills and job dignity [4] - The company has established partnerships with over a hundred educational institutions, creating nearly ten industry-education integration bases, and has trained over 8,000 students through these collaborations [4] - To meet the maintenance needs of electric vehicle owners, Tuhu Car Maintenance has actively developed technical talent in the new energy sector, with 868 technicians certified in low-voltage electrical work and over 4,000 trained in new energy repair techniques by the end of 2024 [4]