中国质量协会今天（12月3日）发布，2025年中国新能源汽车行业用户满意度指数为80分，实现止跌回升，但故障集中化问题仍然凸显。 作者: 苏婉 夏斌介绍，从具体故障类型看，新能源汽车百辆新车故障（问题）前十位中，智能座舱相关问题占据六席，分别是"系统远程升级（OTA）内容少、速度 慢""车内手势控制失灵""车载K歌效果差""面部识别失灵""手机映射系统（手机投屏）失灵""抬头显示（HUD）效果不佳"；此外，"内饰异味重""风噪声 大"已连续四年位列十大故障（问题）前三位。 测评中发现，用户购车更加关注质量性能，品牌偏好更加多元。中国质量协会中国新能源汽车行业用户满意度测评负责人刘祖源表示，从用户购车需求来 看，保养费用和车型外观的关注度持续下降，性能、可靠性与舒适性是核心考量因素。在品牌偏好上用户需求更趋多元化，"时尚""年轻""有品位"是用户 购车时看重的主流品牌特征。 用户满意度指数的提升，也标志着我国新能源汽车行业逐步进入"量质齐升"的发展阶段。刘祖源建议，未来行业需在严格把控产品质量的基础上，持续优 化智能化体验，着力提升服务质量，尤其要加强售后服务水平，真正实现用户"买得放心，用得安心"。 来源：1 ...

Core Insights - The user satisfaction index for China's fuel vehicle industry in 2025 is 81 points, maintaining the historical high level and unchanged from the previous year [1] - The complaint rate has decreased to 9%, and loyalty score has reached 79 points, both achieving the best results in nearly a decade [1] Group 1: Product Quality - Product reliability has improved, scoring 80.5 points, an increase of 2 points year-on-year, marking the best level in the last ten years [2] - The number of faults per hundred new vehicles has decreased to 179, down by 9 from the previous year [2] - Faults are increasingly concentrated in three major systems: smart cockpit, intelligent driving assistance, and interior, which account for 72% of total faults, rising by 16 and 25 percentage points compared to 2024 and 2023 respectively [2] Group 2: Service Quality - Sales service satisfaction score is 80 points, a decrease of 1 point year-on-year, with the most significant declines in delivery process, online services, and test drives [3] - After-sales service satisfaction score is 79 points, down by 2 points, indicating a significant decline [3] - Among the five factors of after-sales service, users rated service attitude, maintenance, and repair service quality relatively high, while satisfaction with service charges remains low [3]

Core Insights - The 2025 China Automotive Customer Satisfaction Index (CACSI) score is 81, maintaining the historical high level achieved in 2024 [1] - Brand recognition and perceived value are key factors supporting the satisfaction index [1] - User complaint rate has decreased to 9%, and loyalty score has reached 79, both marking the best performance in nearly a decade [1] Group 1: Product Quality - The reliability score reached 80.5, the highest in the last ten years, with the number of faults per 100 new vehicles decreasing to 179, a reduction of 9 from the previous year [3] - Faults are increasingly concentrated in three major systems: intelligent cockpit, intelligent driving assistance, and interior, which account for 72% of total faults, an increase of 16 and 25 percentage points compared to 2024 and 2023 respectively [3][4] - The top ten faults include issues such as "gesture control failure" and "fingerprint recognition failure" [4] Group 2: Service Quality - Sales service satisfaction score is 80, down 1 point year-on-year, with the most significant declines in delivery process, online services, and test drives [5] - After-sales service satisfaction score is 79, down 2 points, with service attitude and maintenance quality rated relatively high, while service charge satisfaction remains low [5] - The industry needs to focus on ensuring reasonable service charges and improving after-sales service efficiency [5] Group 3: User Experience and Preferences - User experience with intelligent connected features shows strengths and weaknesses, with driving assistance features being more positively received than intelligent cockpit features [6] - The importance of "quality reliability" in purchasing decisions has risen, moving from third to second place, while "brand recognition" has decreased by 6 percentage points compared to 2023 [8] - The proportion of new car buyers in 2025 has decreased by 3 percentage points year-on-year, with a growing preference for German brands and a heightened focus on quality reliability [8]

Core Insights - The 2025 China Fuel Vehicle Industry Customer Satisfaction Index (CACSI) remains at a historical high of 81 points, unchanged from the previous year, supported by high brand recognition and perceived value [1][3] Group 1: Customer Satisfaction Metrics - The complaint rate among users has decreased to 9%, and loyalty score has reached 79 points, both marking the best performance in nearly a decade [1][3] - Product quality reliability has improved, scoring 80.5 points, a 2-point increase year-on-year, with the number of faults per 100 new vehicles dropping to 179, a reduction of 9 faults [3] - Sales service satisfaction has decreased to 80 points, down 1 point year-on-year, with the most significant declines in delivery process, online services, and test drives [3][5] Group 2: Fault Distribution and User Experience - Faults are increasingly concentrated in three systems: intelligent cockpit, intelligent driving assistance, and interior, which account for 72% of issues, an increase of 16 and 25 percentage points compared to 2024 and 2023 respectively [3][4] - The top ten faults reported include issues with gesture control, fingerprint recognition, and excessive interior odor, indicating areas needing improvement [3] Group 3: User Preferences and Market Trends - User preferences have shifted, with "good performance," "high reliability," and "high comfort" being the top three considerations for purchasing vehicles, while the importance of "high brand recognition" has declined by 6 percentage points since 2023 [5][6] - The influence of brand image on customer satisfaction has weakened, with perceived quality now being the primary driver of satisfaction for the first time since 2017, indicating a stabilization in the fuel vehicle market [5] Group 4: Survey Methodology and Coverage - The CACSI survey, conducted by the China Quality Association since 2002, covered 149 leading brands and models, with a sample size of 23,489 collected from 101 major cities across five regions from May 1 to August 30, 2025 [6]

Core Insights - The 2025 China Automotive Industry User Satisfaction Index (CACSI) for fuel vehicles is 81 points, maintaining the highest historical level and unchanged from the previous year [1] - Brand recognition and perceived value are key factors supporting the satisfaction index [1] - User complaint rate has decreased to 9%, and loyalty score has reached 79 points, both achieving the best results in nearly a decade [1] Product and Service Quality - Product reliability has improved, scoring 80.5 points, an increase of 2 points year-on-year, marking the best level in the last ten years [2] - The number of faults per 100 new vehicles has decreased to 179, down by 9 from the previous year [2] - Faults are increasingly concentrated in three major systems: intelligent cockpit, intelligent driving assistance, and interior, which account for 72% of total faults, up 16 and 25 percentage points from 2024 and 2023 respectively [2] Sales and Service Satisfaction - Sales service satisfaction score is 80 points, down 1 point year-on-year, with the most significant declines in delivery process, online services, and test drives [3] - After-sales service satisfaction score is 79 points, down 2 points, with high evaluations for service attitude, maintenance, and repair quality [3] - Service fee satisfaction remains low, and service efficiency satisfaction has dropped from third to fourth place [3] User Experience with Intelligent Connectivity - User experience with driving assistance features is better than that of intelligent cockpits, with 78% and 75% satisfaction rates respectively [4] - Key driving assistance features like adaptive cruise control and collision warning have high configuration rates and user recognition [4] - Remote upgrade (OTA) features need significant improvement due to mismatches with user needs [4] Changes in Consumer Preferences - Key purchase considerations include performance, reliability, and comfort, with reliability rising to the second position [5] - The importance of brand reputation has decreased, with a 6 percentage point drop from 2023 to 2025 [5] - The proportion of new car buyers has decreased by 3 percentage points year-on-year, with 56% considering multiple models [5] Survey Methodology - The CACSI survey has been conducted for 24 consecutive years, covering 149 leading brands and models across 35 manufacturers [6] - The survey collected 23,489 valid samples from 101 major cities between May 1 and August 30, 2025 [6] - The evaluation framework includes overall satisfaction, reliability, performance design, after-sales service, and sales service [6]