才博咨询：2025汽车行业客户服务体验调研报告

Core Insights - The automotive industry in China is shifting from a focus on scale expansion to high-quality, sustainable, and strategically secure development as outlined in the "Automobile Industry Medium- and Long-Term Development Plan" [4][106] - The "New Four Modernizations" (electrification, intelligence, connectivity, and sharing) are seen as strategic opportunities for the industry to leapfrog competitors [4][111] Industry Safety - The industry aims to build a self-controllable supply chain by overcoming critical technologies such as chips, automotive-grade operating systems, and high-end batteries to reduce reliance on external technologies [5][107] - Support for domestic automotive giants and parts suppliers is emphasized to create a globally influential cluster of Chinese automotive brands [5][107] Market and Environment - Policies like "trade-in for new" are being implemented to revitalize the existing market, alongside improvements in charging infrastructure to enhance the usage environment for new energy vehicles [6][108] Competitive Landscape - The competition in the automotive sector has evolved from focusing on mechanical performance to prioritizing user experience, which includes smart cabins, assisted driving, and comprehensive customer service throughout the vehicle lifecycle [10][112] - The key to success is transforming service experience into a core competitive advantage, enhancing brand loyalty and customer perception [11][113] Current Industry Status - The industry faces both opportunities and challenges, with inconsistent service standards, fragmented channels, and slow response times being significant hurdles [12][114] - There is an opportunity to build a differentiated brand moat through excellent service, converting one-time car owners into lifelong users [12][114] Research Purpose - The research aims to address the profound shift from a "product-driven" to an "experience-driven" automotive industry, serving as a systematic effort to promote industry development [14][116] Research Scope - The survey covers 50 mainstream automotive brands in China, including 30 traditional fuel vehicle brands and 20 innovative new energy companies [16][118] Research Methodology and Evaluation System - The research employs an objective and fair approach, utilizing a "real experience" method to simulate actual user scenarios across four multimedia channels: phone, WeChat, official website, and app [20][122] - A standardized scoring system encompassing four core dimensions and 16 detailed indicators is used to quantitatively assess the entire service chain, ensuring scientific, professional, and comparable results [20][122]