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]

"在技术飞速迭代、产品不断推新的背景下，用户与品牌之间的信任纽带，正在承受前所未有的压 力。"12月18日，车质网、凯睿赛驰咨询董事长、总裁唐卫国在2025第九届中国汽车客户之声 （VOC+）研讨会上表示。 唐卫国认为，重塑信任需要坚持"以用户为中心"的实践，其起点在于从交易思维向关系思维的转变，方 向则来自于真正听懂用户的声音。 数据显示，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%。其中，新旧车型迭代 纠纷、销售承诺未履行、信息不透明、软件体验不佳等"信任型"投诉凸显。用户除了关注买得是否划 算，也更加重视用得是否舒心，品牌是否可信。 具体来看，《2025年车质网投诉分析报告》显示，1-11月车质网受理有效投诉208,296宗，超2024年全 年；增程式车型投诉增幅最大，氢燃料电池车型首次出现投诉记录；其他问题投诉呈爆发式增长，新旧 款迭代纠纷登投诉榜首；定（订）金纠纷、承诺不兑现等销售环节纠纷是服务问题投诉的重灾区。 车质网常务副总裁兼总编李熙指介绍，投诉用户的核心诉求集中于免费处理，对损失补偿和产品配置优 化的诉求也非常强烈；1-11月，共有90个汽车品牌的投诉回复率达到了10 ...