Core Insights - The 2024 automotive after-sales service customer satisfaction survey indicates that authorized service centers are struggling with low customer satisfaction due to market saturation, service homogenization, and slow digital transformation [2] - Despite efforts to improve institutional frameworks and professional capabilities, customer satisfaction has only seen a slight increase [2] - A significant issue identified is the low satisfaction regarding "first-time fix capability" and "problem diagnosis capability," primarily due to technicians' inability to accurately diagnose vehicle issues [3][4] Group 1: Industry Challenges - The traditional fault diagnosis and repair model is flawed, leading to low first repair rates and a lack of data closure in the "diagnose-repair-match" supply chain [3] - As the automotive industry moves towards electrification and intelligence, the proportion of electronic and electrical architecture in vehicles is expected to rise from 30% to 75%, exacerbating after-sales service conflicts [3] - The prevalence of "small repairs leading to large fixes" reflects a systemic issue where technicians can read fault codes but struggle to diagnose the underlying problems accurately [4] Group 2: Technological Solutions - The company has developed a patented intelligent diagnosis technology that utilizes a knowledge graph to analyze fault codes, providing precise diagnostics within 120 seconds [4][5] - This technology allows for real-time, remote diagnostics that can be applied universally across different brands and models, enhancing the efficiency of service centers [5][6] - The implementation of this technology has resulted in a 92% increase in first repair rates, a 91% reduction in after-sales disputes, and an 89% increase in service conversion rates [7] Group 3: Market Opportunities - The automotive after-sales market generates three times the profit of vehicle sales, indicating a significant opportunity for companies that can innovate in this space [9] - The intelligent diagnosis technology is being rapidly adopted across regions, with interest from both domestic and international markets, including East Asia and Europe [9] - The technology not only benefits repair shops but also enhances the relationship between manufacturers and customers by providing standardized technical solutions and improving service quality [8][9]

2024年汽车售后服务客户满意度调查显示，授权服务店方面，由于企业面临市场内卷、服务同质化以及数字化转型缓慢等多重挑战，消费者所 反馈的汽车售后服务满意度在低位徘徊。尽管2024年汽车品牌授权服务店在制度完善和专业能力提升方面做出了努力，客户满意度仍只是略有提 升。 另一份行业研究报告显示，消费者对"一次性修复能力"和"问题诊断能力"的满意度较低。车辆未能得到有效维修的原因主要包括：维修人员没能准确判 断出车辆故障原因，造成车主需求未得到满足；维修过程中又发现了新问题，导致发生额外的维修时间和费用，令车主抱怨；排查过程中超范围的拆车换 件，激化了车主不满情绪；车主离店后，未被发现的隐藏故障被触发，导致售后纠纷和投诉。 汽车品牌该如何提升售后满意度，维护品牌形象？售后渠道如何在降本增效的同时保客、提升转化率？消费者怎么能选择优质的门店，不被套路、不踩 坑？ 车诊云(成都)智能科技有限公司给出了他们的解决方案。 看懂了报告，逮住了病灶 一次性修复能力是衡量车辆维修质量管理水平的一个重要指标：首次修复率FFV（First Visit Repeated）。即客户车辆的故障首次到店就解决了问题。 车诊云创始人王茂告诉记 ...