3 6 Ke·2025-12-31 12:09Core Insights - The retail sales of new energy passenger vehicles reached 11.472 million units in the first 11 months, a year-on-year increase of 19.6%, surpassing traditional fuel vehicles by 1.462 million units [1] - In November, the domestic retail penetration rate of new energy vehicles surged to 59.3%, an increase of seven percentage points year-on-year [1] Sales Data Summary - In November, the retail sales of new energy vehicles included 827,000 BEVs, 378,000 PHEVs, and 116,000 EREVs, totaling 1.321 million units [2] - Compared to October, November saw a 2.1% increase in BEV sales, a 4.8% increase in PHEV sales, and a 3.6% increase in EREV sales [2] - Cumulatively, from January to November, BEV sales reached 7.096 million units, PHEV sales reached 3.292 million units, and EREV sales reached 1.084 million units, totaling 11.472 million units [2] Customer Experience Challenges - Many new energy vehicle owners report dissatisfaction with post-purchase experiences, particularly regarding after-sales service [3] - Common complaints include delays in service response, issues with vehicle systems, and inadequate support for charging infrastructure [4][6] - The gap between sales promises and actual service delivery is becoming a significant concern for consumers [3][7] After-Sales Service Issues - Customers have expressed frustration over the reliability of charging stations and the responsiveness of customer service when issues arise [4][6] - Repair experiences can be lengthy and complicated, especially in areas lacking official service centers [8][19] - The high technical complexity of electric vehicles creates challenges for maintenance and repair, leading to longer wait times for parts and service [16][19] Industry Response and Strategies - Different companies are adopting varied strategies to address after-sales service challenges [21] - NIO has focused on building a high-quality service ecosystem, including extensive battery swap networks and dedicated service centers [25] - Tesla integrates sales and service through a direct sales model, ensuring transparency and efficiency in service delivery [27] - Other companies, like Hongmeng Zhixing, leverage existing networks to enhance service offerings, creating a more customer-centric experience [30] Conclusion - The new energy vehicle market is experiencing rapid growth, but the disparity between sales and service quality poses risks to customer satisfaction and brand loyalty [31] - Companies must prioritize after-sales service as part of their long-term strategy to remain competitive in the evolving market landscape [31]