2025年汽车售后服务满意度卡思调查结果出炉：国产品牌追近德日系，新能源汽车超越燃油车品牌

Core Insights - The 2025 Automotive Aftermarket Customer Satisfaction Survey (CAACS) reveals a decline in customer satisfaction for authorized service shops in the passenger vehicle sector, with a score of 85, nearing historical lows [4] - The survey indicates that customer satisfaction for new energy vehicle brands has surpassed that of traditional fuel vehicle brands, particularly in terms of service standardization and convenience [6] - The survey highlights a growing demand for online services, yet customer satisfaction in this area has dropped significantly due to a mismatch between service offerings and customer needs [5] Group 1: Survey Overview - The CAACS has been conducted annually since 2009, with the latest survey referencing the industry standard JT/T 900—2023 for evaluating customer satisfaction in automotive after-sales services [2] - The survey encompasses both passenger vehicle authorized service shops and commercial vehicle service stations, covering 27 fuel vehicle brands and 11 new energy vehicle brands [3] Group 2: Passenger Vehicle Insights - Customer satisfaction in the authorized service shop system for passenger vehicles is declining, attributed to increased competition and the rise of third-party repair services [4] - The survey shows a notable drop in satisfaction across various secondary indicators, particularly in service transparency and cost explanation [4] - Digital service adoption is increasing, with over 60% of customers utilizing appointment services, yet the execution of these services remains inadequate [4] Group 3: New Energy Vehicle Insights - New energy vehicle brands have outperformed fuel vehicle brands in customer satisfaction across all secondary indicators, especially in service standardization and convenience [6] - The survey indicates that battery safety and longevity are primary concerns for customers, with over 90% aware of potential safety risks [6] - The highest-rated personalized service is battery swapping, reflecting customer preference for convenient service options [6] Group 4: Commercial Vehicle Insights - Customer satisfaction for commercial vehicle service stations is also on the decline, with most indicators showing decreased scores [8] - The survey notes that heavy truck service stations face challenges such as parts inventory shortages, contributing to lower satisfaction levels [8] - In contrast, customer satisfaction for bus service stations has improved, particularly regarding appointment services and extended operating hours [8]