On December 4, the China quality Association released the results of the 2024 customer satisfaction Index (NEV-CACSI) of China’s new energy vehicle industry in Beijing.
According to the China quality Association, the customer satisfaction Index (NEV-CACSI) of China’s new energy vehicle industry in 2024 was 79 (out of 100), down 1 point from the same period last year and declining for two consecutive years.
Among them, the customer satisfaction score of pure electric vehicles was 78, and that of hybrid vehicles (including plug-in hybrid and plug-in hybrid) was 79, down 1 point from the same period last year.
, the decline of brand image and the lack of effective satisfaction of users’ personalized needs for quality are the main reasons for the decline of user satisfaction.
Brand image has the highest impact on user satisfaction.
In 2024, the brand image score of the new energy vehicle industry is 80.
2 points, down 0.
8 points from the same period last year, declining for two consecutive years.
In recent years, the competition in the new energy vehicle industry has intensified, the iterative cycle of product renewal has been gradually shortened, the industry has frequent “backstab”, and the pain points of products and services have not been effectively resolved, reducing users’ satisfaction with the brand of the new energy vehicle industry.
Users’ satisfaction with the current personalized quality supply level of the new energy industry decreased compared with the same period last year, affecting the improvement of user satisfaction in the industry.
The perceived quality score of users in the new energy automobile industry was 79.
4 points, down 1 point from the same period last year.
Among them, users’ satisfaction with personalized quality decreased by 2 points compared with the same period last year.
The development of the new energy vehicle industry ushered in a new era, the industry penetration continues to improve, production and sales reached a new height.
Since 2024, the retail penetration rate of new energy vehicles has exceeded 50% many times, directly raising users’ expectations for the industry to meet personalized quality requirements, but highly personalized car experiences such as intelligent plates have not effectively met users’ personalized expectations.
The number of intelligent cockpit and intelligent driving assistance failures (problems) is still in the forefront of all factors.
The number of intelligent cockpit failures (problems) ranks first, and the product fault concentration has been reduced.
In 2024, the number of failures (problems) of 100 new vehicles in China’s new energy vehicle industry was 91, a decrease compared with the same period last year.
The first three system failures (problems) with the highest number of failures were intelligent cockpit (16), interior (13) and body appearance (12).
The first three system failures (problems) accounted for 45% of the total number of failures (problems).
Compared with 2023, the product fault concentration has decreased by 10 percentage points.
The first five faults (problems) of pure electric vehicles are the same as hybrid vehicles, but the fault concentration is higher than that of hybrid vehicles.
The top five failures (problems) of pure electric vehicles are intelligent cockpit (22), interior (14), body appearance (12), intelligent driving assistance (11) and steering braking (11).
The first five failures (problems) accounted for 72% of the total failures (problems).
The top five failures (problems) of hybrid vehicles are: body appearance (12), steering and braking (12), smart cockpit (11), interior (11) and intelligent driving assistance (10).
The first five failures (problems) accounted for 67% of the total failures (problems).
Compared with fuel vehicles, new energy vehicles have more obvious advantages in the intelligent plate.
In terms of performance design, intelligent driving assistance and intelligent cockpit performance design satisfaction ranks among the top two in the new energy vehicle industry.
In the fuel automobile industry, intelligent driving assistance ranks first in performance design satisfaction, and intelligent cockpit ranks fifth.
In terms of quality and reliability, the number of failures (problems) of intelligent new energy vehicles (including intelligent cockpit and intelligent driving assistance) is 27 and that of fuel vehicles is 85.
Noise, odor and other faults (problems) still need to be further solved by the industry.
The top 10 faults (problems) of 100 new cars in the new energy vehicle industry are: “large wind noise”, “bad smell of interior decoration”, “loud tire noise while driving”, “gesture control inside the car”, “fingerprint identification”, “navigation crash / large error / error”, “head up display (HUD)”, “abnormal brake noise”, “system remote upgrade (OTA)”, “vehicle intelligent assistant”.
Among the top ten faults (problems), “large wind noise”, “bad smell of interior decoration” and “high tire noise while driving” are among the top three faults (problems) for three consecutive years.
The China quality Association pointed out that the industry should attach great importance to the decline in the level of customer satisfaction compared with the same period last year, and new energy automobile enterprises need to further strengthen the management concept of “user-centered”.
We should not only adhere to the user demand as the core in product manufacturing and service design, but also strengthen the user-centered business philosophy at the enterprise management level, listen to and respect users.
Effectively solve the quality pain points in the process of user experience, enhance the trust of users with quality, constantly improve the brand image, meet the personalized quality needs of users, and promote the development of the industry towards high quality.
In addition, the study also found that good performance, high comfort and high quality reliability are the top three reasons for car purchase.
Among them, “high quality and reliability” has increased for three consecutive years, and the gap between “high quality and high reliability” and the first “good automobile performance” has narrowed from 16 percentage points in 2022 to 6 percentage points in 2024.
The promotion rate of “good reputation of manufacturers” increased by 5 percentage points compared with the same period last year, ranking first among the 20 factors considered by users to buy cars.
Fashion, youth and green environmental protection are the main brand features valued by users when buying cars.
The fashion brand feature promotion rate rose from the third place in 2023 to the first place in 2024, while the practical brand feature promotion rate decreased by 4 percentage points from the first place in 2023.
Ranked seventh in 2024.
It is also understood that since 2015, the China quality Association has organized and conducted a customer satisfaction assessment of China’s new energy vehicle industry for 10 years in a row, and regularly released the evaluation results to the public every year.
The main categories of new energy CACSI evaluation in 2024 include plug-in hybrid cars, plug-in hybrid SUV, add-on SUV, pure electric cars, pure electric SUV and pure electric MPV.
The subjects are 100 brand models with large sales in 2024, involving 32 automobile manufacturing enterprises and 40 automobile brands.
The survey covers 65 key cities in the eastern, southern, western, northern and central market regions.
The survey will be conducted from May 10 to September 30, 2024.
The survey methods were face-to-face interview and online survey, using fixed-point interception interview and online interview, a total of 14123 valid samples were collected.
The evaluation index system is constructed according to five dimensions: overall satisfaction evaluation, quality reliability evaluation, performance design evaluation, after-sales service and sales service evaluation.
The survey was conducted by the excellent Evaluation Technology of China quality (Beijing)The limited company organizes and implements it.
, CACSI adopts an advanced global unified standard evaluation model.
The evaluation results are highly stable and statistically significant.
It has important guiding significance for users to purchase cars, and for production companies to improve quality and enhance market competitiveness.
, Comprehensive classification of market segments by new energy categories and vehicle structure categories, NEV-CACSI in each market segment (Comprehensive Satisfaction Index of New Energy Vehicles) The models that rank first (including tied for first) are: , pure electric mini cars: Chery New Energy QQ Ice Cream, Chang ‘an Automobile Changan Lumin, pure electric small cars: Great Wall Motors Oula Good Cat, BYD Seagull, SAIC GM Wuling Bingo, pure electric compact cars: BYD Qin PLUS EV, SAIC Volkswagen ID.
3, BYD Dolphin, pure electric midsize cars: Tesla China Model 3, NIO ET5T, pure electric medium and large sedan: BMW Brilliance i5, hybrid compact sedan: BYD Qin PLUS DM-i, BYD Destroyer 05, hybrid medium and large sedan: BYD Seal DM-i, hybrid medium and large sedan: BMW Brilliance 5 Series PHEV,2024 market focus on new car (sedan): Xiaomi Automobile Xiaomi SU7, pure electric small SUV: smart car smart #1, pure electric compact SUV: BMW Brilliance iX1, FAW-Volkswagen Audi Q4 e-tron, BYD Yuan PLUS, pure electric mid-sized SUV: Tesla China Model Y, pure electric mid-sized SUV: Avita Technology Avita 11, FAW-Volkswagen ID.
6 CROZZ, SAIC GM Buick E5, hybrid compact SUV: BYD Song PLUS DM-i, hybrid mid-sized SUV: BYD Tang DM-i, hybrid medium-sized SUV: Ideal Car Ideal L8, Celis Motors ‘World M7, Great Wall Motor Tank 500 PHEV, hybrid large SUV: Celis Automobile asks for M9, the market will focus on new vehicles (SUVs) in 2024: Ideal Car Ideal L6, Zero Running Car Zero Running C10, Pure Electric MPV: Tengshi Automobile Tengshi D9, New Energy Vehicle Industry After-sales Service Satisfaction Index The first place in the index is Tesla and NIO, and the first place in the sales and service satisfaction index of the new energy vehicle industry is: Tesla, User Satisfaction by Brand Models (NEV-CACSI),
, Continued Table,, Continued Table,, After-sales Service Satisfaction by Brand (NEV-CACSI),, Sales Service Satisfaction by Brand (NEV-CACSI),, Back to First Electric Network Home>.
