2025第九届中国汽车客户之声研讨会暨颁奖典礼在京举办

Core Viewpoint - The automotive industry is facing significant trust challenges, with a notable increase in consumer complaints, highlighting the need for improved user experience and brand reliability [1][3]. Group 1: Market Trends and Projections - The Chinese automotive market is transitioning to a high-profit, high-tech model, with a projected slight growth of 2% in 2026, reaching a total of 28.2 million vehicles, including 20 million electric vehicles with a penetration rate of 57% [2]. - The domestic demand for passenger vehicles has entered a phase of slow growth, with independent brands expected to gain market share due to the development of electric and intelligent vehicles [2]. - The overall automotive market is anticipated to maintain a growth trend over the next five years, emphasizing the importance of international expansion for manufacturers [2]. Group 2: Consumer Complaints and Service Satisfaction - In the first eleven months of the year, over 200,000 valid complaints were processed by Chezhinet, marking a 32.3% increase year-on-year, with issues related to model iteration disputes and lack of transparency being prominent [1][3]. - The average complaint response time for 64 automotive brands has been reduced to within 24 hours, indicating a strong commitment to addressing consumer issues [3]. - The 2025 Passenger Car User Complaint Behavior Research Report indicates a decline in the complaint relief index to its lowest in five years, with consumers increasingly seeking emotional support and respect in the complaint resolution process [3]. Group 3: After-Sales Service Insights - The after-sales service sector is showing steady improvement, with new and independent brands standing out through differentiated strategies [4]. - The industry faces challenges in meeting diverse consumer needs, as basic service processes have become standard, necessitating a shift towards proactive user experience management [4]. - Recommendations for brands include integrating service into daily life through seamless connections and customized experiences, moving from reactive to proactive service models [4]. Group 4: Awards and Recognition - The 2025 China Automotive Customer Voice (VOC+) awards recognized outstanding contributions in after-sales service, with notable winners including SAIC Passenger Cars and various independent brands [6][7]. - The event also highlighted individuals who have made significant contributions to after-sales service, emphasizing the importance of user experience and trust-building in the automotive sector [12][13].