2025年 新能源车售后服务行业词条报告 头豹分类/综合及概念/新能源汽车 Copyright © 2025 头豹 新能源车售后服务：数字化驱动、产业协同与可持续发展新方向 头豹 词条报告系列 尚 张 周 尚美含、张芸菲、周子涵 2025-07-29 未经平台授权，禁止转载 行业分类： 综合及概念/新能源汽车 摘要 新能源车售后服务行业涵盖全生命周期服务，随着市场扩张，其重要性日益凸显。技术创新引领服务模式升级，如特斯拉OTA升级和蔚来换电体系。市场规模高速增长，源 于保有量增长及维保需求结构变化。政策全面赋能，推动行业发展并扩大市场规模。未来，政策强制车企自建售后体系将推高市场集中度，技术与体系壁垒使中小企业承 压，形成多元格局竞争，包括主机厂、连锁机构和充电运营商等基于资源差异错位布局。 行业定义 新能源车售后服务是指为新能源汽车提供维修、保养、配件供应、充电设施建设与运营、电池回收利用等一系列服务。这一行业涵盖了从新 车交付到车辆报废的全生命周期服务，包括但不限于车辆的日常维护、故障诊断与维修、零部件更换、充电桩的安装与维护、电池健康监测与回 收利用、车辆保险与理赔服务等。随着新能源汽车市场的快速扩张， ...

这两方面的结合造成了车企对新能源汽车售后服务的垄断性，很多车企甚至利用必须使用原厂备件 和质保条款的约束，扩大"官修"范围，让一些非核心且不涉及数据安全性的维修项目，也难以在 更具性价比的修车网点完成，授权经销店在维修时也经常出现"能换就不修"的惯性操作。 唯一的"例外"是特斯拉。这既有特斯拉进入市场较早，大部分车辆超过保质期，维修不受约束的 原因，也有其从设计上降低了维修技术门槛的因素。更重要的是，特斯拉卖车环节是挣钱的，不用 在售后环节对第三方维修店严防死守，"榨取"利润。 只有提高新能源汽车的可维修性、出台公开的维修标准、放开 授权范围，并开拓二手车残值管理，真正降低用车成本和便利 性，才能促进消费，形成新能源汽车的价值闭环和良性循环。 这也是汽车生态可持续发展的最底层逻辑。 作者： 社论 封图：图虫创意 新能源车售后维修领域出现的争议让行业软肋暴露无遗。多家非官方授权的汽修店被整车企业告上 法庭——去年，上海两位修车师傅被蔚来汽车起诉并获刑，罪因是解锁了新能源车电池包；今年2 月到4月，北京一家个体汽修店也陆续被赛力斯、比亚迪和小鹏汽车告上法庭，因为其修理了这三 个品牌的新能源车还发了视频。 诉讼和争 ...

Core Viewpoint - The controversy in the after-sales service of new energy vehicles (NEVs) highlights the industry's vulnerabilities, particularly regarding software and data ownership, leading to legal disputes and customer dissatisfaction [1][2][3] Group 1: Legal Disputes and Customer Rights - Several unauthorized repair shops have been sued by major automakers like NIO, BYD, and Xiaopeng for repairing their NEVs, raising questions about customer rights to choose repair services [1][2] - The lawsuits focus on the ownership of software and data, with automakers imposing restrictions that limit customers' options for maintenance and repair, resulting in higher costs [1][2] Group 2: Market Dynamics and Operational Needs - The formation of this "soft spot" in the industry is attributed to both objective and subjective factors, including technological barriers and the operational needs of automakers to generate revenue from after-sales services [2][3] - The price war in the NEV market has led automakers to rely on after-sales services for survival, creating a monopolistic environment in the repair sector [2] Group 3: Industry Growth and Service Gaps - By the end of 2024, the number of NEVs in China is expected to reach 31.4 million, accounting for 8.9% of the total vehicle population, indicating significant growth in the sector [3] - There is a pressing need for a comprehensive and diverse after-sales service system to support the growing NEV market, as current service gaps could hinder future development [3][4] Group 4: Recommendations for Improvement - To meet customer demands for safety, affordability, and convenience, NEV manufacturers should enhance vehicle repairability, establish transparent repair standards, and expand authorized repair options [4] - Some companies, like BYD, have begun to relax repair restrictions, signaling a potential shift towards a more open and competitive after-sales service environment [4]