Core Insights - The increasing penetration of electric vehicles (EVs) has led to a growing focus on after-sales service satisfaction, prompting J.D. Power to conduct a study on this topic in China [1] - The study evaluates the experiences of EV owners within 2 to 24 months of vehicle ownership, covering various aspects of service including consultation, rights, charging services, service initiation, reception, and quality [1] Group 1: Overall Satisfaction and Trends - By 2025, the overall satisfaction score for EV after-sales service is projected to be 775 out of 1,000, with luxury, mainstream, and independent brands scoring 776, 775, and 774 respectively, indicating a competitive landscape [6] - Satisfaction levels show a significant regional disparity, with first and second-tier cities scoring 18 points lower than third and fourth-tier cities, highlighting the impact of user expectations on satisfaction [6] Group 2: Mobile Services and User Engagement - Mobile on-site services have evolved from an emergency option to a value-creating center, with usage increasing from 12.4% in 2024 to 32.3%, enhancing user engagement and loyalty [7] - Users utilizing mobile services spent an average of 591 yuan more on after-sales services compared to those who did not use these services, indicating the financial benefits for companies [7] Group 3: Service Experience and User Expectations - The service experience is becoming a core competitive advantage in the EV sector, with a focus on managing user expectations and designing service processes accordingly [8] - Companies need to transform after-sales service from mere problem-solving to user value operation, leveraging mobile services to capture user attention and time [8] Group 4: Digital Transformation and Trust - The competition in the EV market has entered a "trust economy" phase, where user experience and satisfaction with charging services and rights fulfillment are critical [9] - Companies must ensure that digital capabilities translate into reliable user experiences, avoiding superficial digital enhancements that do not address service gaps [9] Group 5: Challenges in Remote Diagnosis and Response - Remote diagnosis services are facing an "efficiency trap," with 23.1% of users reporting usage but lower satisfaction compared to non-users, indicating a need for integrated service solutions [9] - Companies should aim to create a "diagnosis and resolution" closed loop to enhance user experience and reduce operational burdens [9] Group 6: Response Speed and Rights Fulfillment - While response speed has slightly improved, the effectiveness of problem resolution has declined, with users reporting a decrease in effective one-time problem resolution from 74.1% to 68.8% [10] - Issues related to user rights fulfillment are prevalent, with 48.2% of users experiencing problems, which significantly impacts satisfaction scores [10] Group 7: Charging Experience and Infrastructure - Charging satisfaction is on a downward trend, particularly among traditional independent brands, revealing a gap in user experience despite infrastructure availability [11] - The focus has shifted from merely having charging stations to ensuring their usability, with issues such as location accuracy and payment convenience becoming critical [11]