J.D. Power研究：燃油车售后服务满意度连续大幅提升

Core Insights - The overall customer satisfaction score for fuel vehicle after-sales service in China has significantly increased, reaching 789 points in 2025, which is a 16-point improvement from the previous year [1][6] - Luxury brands scored 798 points, a 2-point increase from 2024, while mainstream brands and independent brands scored 786 and 788 points respectively, with increases of 19 and 23 points, narrowing the gap with luxury brands [1][6] Industry Overview - The 2025 J.D. Power China After-Sales Service Satisfaction Study marks its 25th year, evaluating the satisfaction of fuel vehicle owners with their service experiences over the past 12 months [6] - The study is based on feedback from 22,867 owners of 38 brands who purchased new cars between February 2021 and June 2024, with data collected from 81 major cities in China [6] Service Experience Trends - The automotive industry is focusing on enhancing service experiences to increase customer loyalty amid fierce competition, with significant improvements in service facilities, which saw the highest score increase of 18 points [6] - The transition from a service-centric model to a user-centric model is evident, with traditional fuel vehicles relying on established service processes and skilled technicians, while electric vehicles are shifting towards digital and user-friendly experiences [7] Customer Demographics - Female users exhibit distinct preferences for control, respect, and attention to detail in after-sales service, emphasizing the importance of transparency and communication in building trust [8] - Independent after-sales channels are becoming increasingly popular among users, especially as vehicles age, offering competitive service quality and flexible communication options [8]