12月18日，2025第九届中国汽车客户之声（VOC+）研讨会暨颁奖典礼在北京举办。本次会议由车质网联合凯睿赛驰咨询主办，以"「失信」·重塑"为主 题，汇聚一众行业专家学者，通过主题演讲、沙龙对话碰撞思想火花，共同探讨当前汽车市场面临的信任挑战以及破解路径，为行业信任体系建设注入新动 能。 同时，会议现场还发布了《2025年车质网投诉分析报告》、《2025年中国乘用车用户投诉行为研究报告》、《2025年中国乘用车售后服务满意度研究报 告》，并揭晓本年度中国汽车售后服务突出贡献人物奖和中国汽车客户之声（VOC+）系列奖项的归属。 洞察趋势变局 凝聚信任重塑合力 置身汽车产业深度变革与用户需求结构性升级的浪潮中，信任已突破传统价值边界，成为衡量品牌长远竞争力的重要标尺。然而，技术迭代加速、产品 推新提速、服务兑现成色等，正让用户与品牌间的信任纽带持续承压，面临前所未有的多重考验。 这一趋势在具体投诉数据中得到了直观印证。今年前11个月，车质网累计受理有效投诉超20万宗，同比增长32.3%。车质网、凯睿赛驰咨询董事长、总 裁唐卫国表示，投诉量的显著攀升，背后是消费需求的深刻转变：用户关注点已从"买得划算"向"用得舒 ...

Core Viewpoint - The automotive industry is facing significant trust challenges, with a notable increase in consumer complaints, highlighting the need for improved user experience and brand reliability [1][3]. Group 1: Market Trends and Projections - The Chinese automotive market is transitioning to a high-profit, high-tech model, with a projected slight growth of 2% in 2026, reaching a total of 28.2 million vehicles, including 20 million electric vehicles with a penetration rate of 57% [2]. - The domestic demand for passenger vehicles has entered a phase of slow growth, with independent brands expected to gain market share due to the development of electric and intelligent vehicles [2]. - The overall automotive market is anticipated to maintain a growth trend over the next five years, emphasizing the importance of international expansion for manufacturers [2]. Group 2: Consumer Complaints and Service Satisfaction - In the first eleven months of the year, over 200,000 valid complaints were processed by Chezhinet, marking a 32.3% increase year-on-year, with issues related to model iteration disputes and lack of transparency being prominent [1][3]. - The average complaint response time for 64 automotive brands has been reduced to within 24 hours, indicating a strong commitment to addressing consumer issues [3]. - The 2025 Passenger Car User Complaint Behavior Research Report indicates a decline in the complaint relief index to its lowest in five years, with consumers increasingly seeking emotional support and respect in the complaint resolution process [3]. Group 3: After-Sales Service Insights - The after-sales service sector is showing steady improvement, with new and independent brands standing out through differentiated strategies [4]. - The industry faces challenges in meeting diverse consumer needs, as basic service processes have become standard, necessitating a shift towards proactive user experience management [4]. - Recommendations for brands include integrating service into daily life through seamless connections and customized experiences, moving from reactive to proactive service models [4]. Group 4: Awards and Recognition - The 2025 China Automotive Customer Voice (VOC+) awards recognized outstanding contributions in after-sales service, with notable winners including SAIC Passenger Cars and various independent brands [6][7]. - The event also highlighted individuals who have made significant contributions to after-sales service, emphasizing the importance of user experience and trust-building in the automotive sector [12][13].