中国燃油汽车行业用户满意度指数81分 质量可靠性创新高

Core Insights - The 2025 China Automotive Industry User Satisfaction Index (CACSI) for fuel vehicles is 81 points, maintaining the highest historical level and unchanged from the previous year [1] - Brand recognition and perceived value are key factors supporting the satisfaction index [1] - User complaint rate has decreased to 9%, and loyalty score has reached 79 points, both achieving the best results in nearly a decade [1] Product and Service Quality - Product reliability has improved, scoring 80.5 points, an increase of 2 points year-on-year, marking the best level in the last ten years [2] - The number of faults per 100 new vehicles has decreased to 179, down by 9 from the previous year [2] - Faults are increasingly concentrated in three major systems: intelligent cockpit, intelligent driving assistance, and interior, which account for 72% of total faults, up 16 and 25 percentage points from 2024 and 2023 respectively [2] Sales and Service Satisfaction - Sales service satisfaction score is 80 points, down 1 point year-on-year, with the most significant declines in delivery process, online services, and test drives [3] - After-sales service satisfaction score is 79 points, down 2 points, with high evaluations for service attitude, maintenance, and repair quality [3] - Service fee satisfaction remains low, and service efficiency satisfaction has dropped from third to fourth place [3] User Experience with Intelligent Connectivity - User experience with driving assistance features is better than that of intelligent cockpits, with 78% and 75% satisfaction rates respectively [4] - Key driving assistance features like adaptive cruise control and collision warning have high configuration rates and user recognition [4] - Remote upgrade (OTA) features need significant improvement due to mismatches with user needs [4] Changes in Consumer Preferences - Key purchase considerations include performance, reliability, and comfort, with reliability rising to the second position [5] - The importance of brand reputation has decreased, with a 6 percentage point drop from 2023 to 2025 [5] - The proportion of new car buyers has decreased by 3 percentage points year-on-year, with 56% considering multiple models [5] Survey Methodology - The CACSI survey has been conducted for 24 consecutive years, covering 149 leading brands and models across 35 manufacturers [6] - The survey collected 23,489 valid samples from 101 major cities between May 1 and August 30, 2025 [6] - The evaluation framework includes overall satisfaction, reliability, performance design, after-sales service, and sales service [6]