Investment Rating - The report rates the new energy vehicle after-sales service industry as a high-growth sector with significant investment opportunities due to rapid market expansion and technological advancements [4]. Core Insights - The new energy vehicle after-sales service industry encompasses full lifecycle services, with its importance increasing alongside market expansion. Technological innovations are driving service model upgrades, such as Tesla's OTA updates and NIO's battery swap system. The market is experiencing rapid growth due to the increase in vehicle ownership and changes in maintenance demand structure. Comprehensive policies are empowering the industry, pushing for higher market concentration as regulations require automakers to establish their own after-sales systems, which pressures small and medium enterprises [4][20][21]. Summary by Sections Industry Definition - The new energy vehicle after-sales service refers to a range of services including maintenance, repair, parts supply, charging infrastructure construction and operation, and battery recycling throughout the vehicle's lifecycle [5]. Service Content Classification - Services can be categorized into maintenance and repair, charging services, battery swap services, roadside assistance, and remote services [6][7][8]. Service Object Classification - The industry can be segmented into battery repair, motor repair, electronic control system repair, and charging pile repair [10][11][12][13][14]. Service Operation Model Classification - The service operation models include self-operated services and outsourced services, with self-operated models enhancing customer loyalty and brand trust, while outsourced models reduce operational costs and improve service efficiency [16][17]. Industry Characteristics - Key characteristics include technological innovation leading service model upgrades, rapid market growth, significant structural changes, and comprehensive policy support [18]. Development History - The industry has evolved through three stages: initial phase (2010-2015), rapid development phase (2016-2020), and maturity phase (2021-present), with each stage marked by different challenges and advancements [22][24][27]. Industry Scale - The market size of the new energy vehicle after-sales service industry grew from 1.063 billion to 16.249 billion from 2019 to 2024, with a compound annual growth rate of 72.53%. It is projected to reach 150.195 billion by 2029, growing at a rate of 45.4% [45][46]. Competitive Landscape - The competitive landscape is characterized by a tiered structure, with leading companies like BYD, NIO, and CATL in the first tier, followed by Tesla and Xpeng in the second tier, and third-tier players like Tuhu and JD Yiche [53][54]. The industry is witnessing a shift towards a "manufacturer-led + differentiated third-party" competition model, with various players entering the market [58].

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]