用户抱怨率降至9% 中国燃油汽车行业用户满意度指数发布

Core Insights - The user satisfaction index for China's fuel vehicle industry in 2025 is 81 points, maintaining the historical high level and unchanged from the previous year [1] - The complaint rate has decreased to 9%, and loyalty score has reached 79 points, both achieving the best results in nearly a decade [1] Group 1: Product 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 hundred new vehicles has decreased to 179, down by 9 from the previous year [2] - Faults are increasingly concentrated in three major systems: smart cockpit, intelligent driving assistance, and interior, which account for 72% of total faults, rising by 16 and 25 percentage points compared to 2024 and 2023 respectively [2] Group 2: Service Quality - Sales service satisfaction score is 80 points, a decrease of 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 by 2 points, indicating a significant decline [3] - Among the five factors of after-sales service, users rated service attitude, maintenance, and repair service quality relatively high, while satisfaction with service charges remains low [3]