Core Insights - The automotive industry is facing unprecedented pressure on the trust bond between users and brands due to rapid technological iterations and new product launches [1] - Rebuilding trust requires a shift from transactional thinking to relational thinking, focusing on truly understanding user voices [1] Group 1: User Complaints and Trust Issues - In the first 11 months of this year, Chezhinet received over 200,000 valid complaints, a year-on-year increase of 32.3% [1] - The most significant complaints were related to disputes over new and old model iterations, unfulfilled sales promises, lack of transparency, and poor software experiences [1] - Users are increasingly concerned not only about the cost-effectiveness of their purchases but also about the comfort of use and brand trustworthiness [1] Group 2: Complaint Handling and User Expectations - The core demands of users filing complaints focus on free resolution, compensation for losses, and product configuration improvements [2] - In 2025, the industry average for the Customer Complaint Relief Index (CCRI) dropped to its lowest in five years, indicating a shift in user trust being "overdrawn" before complaints are made [2] - Users are more inclined to directly complain to Chezhinet, adopting a "pressure" approach to protect their rights, with emotional care becoming a significant expectation [2] Group 3: After-Sales Service and Industry Challenges - The after-sales service sector for passenger vehicles is showing steady improvement, with new forces and independent brands standing out through differentiated strategies [3] - The core challenge lies in the inability of basic service processes to meet diverse user needs, highlighting a gap between "doing" and "doing well" [3] - The report suggests that brands should upgrade services to a normalized experience, integrating seamless connections, customized details, and enjoyable experiences into users' daily lives [3] Group 4: Regulatory and Market Dynamics - The National Market Supervision Administration's recent release of the "Automotive Industry Price Behavior Compliance Guidelines" aims to promote effective price regulation and enhance the relationship between enterprises and users [3] - The inventory index showed a downward trend in the first ten months, with terminal prices steadily rising, yet issues like unclear responsibility and slow technical support in handling consumer complaints persist [4] - Chezhinet continues to play a role as a third-party complaint platform, emphasizing the need for transparent processes to convert complaints into valuable brand diagnostics and trust restoration opportunities [4] Group 5: Consumer Rights and Legal Perspectives - In the era of smart electric vehicles, companies must not treat consumers as "guinea pigs" and should ensure quick responses, clear responsibilities, and transparent processes in complaint handling [5] - Legal experts stress the importance of addressing safety-related consumer rights and suggest that companies should demonstrate sincerity and courage in resolving complaints [5] - The conference concluded with awards recognizing excellence in after-sales service and contributions to the industry [5]