2025第九届中国汽车客户之声（VOC+）研讨会成功举办

Group 1 - The core theme of the conference is "Reconstructing Trust" amidst current market trust challenges, with a focus on user-brand relationships under pressure due to rapid technological changes and product iterations [1] - In the first 11 months of the year, over 200,000 effective complaints were processed by Chezhinet, marking a 32.3% year-on-year increase, highlighting issues such as disputes over new and old model iterations and unfulfilled sales promises [1] - The automotive industry in China is transitioning towards a high-profit, high-tech, and high-value development model, with the domestic market expected to see a slight increase of 2% in 2026, reaching a scale of 28.2 million vehicles [2] Group 2 - The 2025 Passenger Car User Complaint Behavior Research Report indicates that the industry average for the Customer Complaint Relief Index (CCRI) has dropped to its lowest in five years, suggesting that user trust has been "overdrawn" before complaints arise [3] - The 2025 After-Sales Service Satisfaction Report shows steady improvement in after-sales service, with new forces and independent brands standing out due to differentiated strategies, while the industry faces challenges in meeting diverse user needs [3] - Recommendations for car manufacturers include implementing transparent communication and actively managing user expectations to resolve disputes effectively [3] Group 3 - Suggestions for improving the complaint handling process include designing effective procedures to cool negative emotions and ensuring transparency throughout the process, creating a fair dialogue space with third-party involvement [4] - The importance of quick response, clear responsibility, and transparent processes in complaint handling is emphasized, along with the need for systematic improvements in consumer rights protection [4] - The conference recognized outstanding contributions in after-sales service, awarding individuals from various automotive companies for their exceptional service efforts [7]