Group 1 - The core theme of the conference is "Reconstructing Trust" amidst current market trust challenges, with a focus on user-brand relationships under pressure due to rapid technological changes and product iterations [1] - In the first 11 months of the year, over 200,000 effective complaints were processed by Chezhinet, marking a 32.3% year-on-year increase, highlighting issues such as disputes over new and old model iterations and unfulfilled sales promises [1] - The automotive industry in China is transitioning towards a high-profit, high-tech, and high-value development model, with the domestic market expected to see a slight increase of 2% in 2026, reaching a scale of 28.2 million vehicles [2] Group 2 - The 2025 Passenger Car User Complaint Behavior Research Report indicates that the industry average for the Customer Complaint Relief Index (CCRI) has dropped to its lowest in five years, suggesting that user trust has been "overdrawn" before complaints arise [3] - The 2025 After-Sales Service Satisfaction Report shows steady improvement in after-sales service, with new forces and independent brands standing out due to differentiated strategies, while the industry faces challenges in meeting diverse user needs [3] - Recommendations for car manufacturers include implementing transparent communication and actively managing user expectations to resolve disputes effectively [3] Group 3 - Suggestions for improving the complaint handling process include designing effective procedures to cool negative emotions and ensuring transparency throughout the process, creating a fair dialogue space with third-party involvement [4] - The importance of quick response, clear responsibility, and transparent processes in complaint handling is emphasized, along with the need for systematic improvements in consumer rights protection [4] - The conference recognized outstanding contributions in after-sales service, awarding individuals from various automotive companies for their exceptional service efforts [7]

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]