Recently, J.D. Power Jundi released the 2022 China After-sales Service Satisfaction Research SM. Research shows that in 2022, the after-sales service satisfaction score of mainstream car brands was 755 points and the luxury car brands were 768 points, and the gap between the two

text: Original by Dongchedi Li Dezhe

[Original by Dongchedi Industry] Recently, J.D. Power Jundi released the 2022 China After-sales Service Satisfaction Research SM (CSI). Research shows that in 22, the after-sales service satisfaction score of mainstream car brands was 755 points and the luxury car brands were 768 points, and the gap between the two further narrowed.

jundi releases the 2022 after-sales service satisfaction study

According to reports, China's after-sales service satisfaction study (CSI) has entered its 22nd year. This study evaluates the satisfaction of car owners with a car ownership period of 13 to 48 months with their service experience in brand authorized dealers in the past 12 months . The car after-sales service satisfaction score is on a 1000-point scale.

research results show that The overall after-sales service satisfaction of China's automobile industry in 2022 was 757 points , a decrease of 2 points from 2021. Among the various research factors, the service team has become the highest-weight factor this year, reflecting that consumers are more concerned about the soft power of personnel services in the after-sales link.

study also found that in 2022, the after-sales service satisfaction score of independent brands was 753 points . Among all the satisfaction factors, independent brands have made the most progress in service value compared to last year. This is also due to the dealer's more accurate cost estimates, more thorough cost explanations and more accurate and successful service promotion, which has increased the recognition of the reasonableness of charges by independent brand car owners.

2022, the after-sales service satisfaction score of mainstream car brands was 755 points, and the luxury car brands were 768 points. The gap between the two further narrowed

It is worth noting that the appointment experience has not brought satisfaction improvement to mainstream car owners. Among mainstream brands, the highest rate of hike in telephone appointments is the most common reason for giving up appointments compared with last year. For mainstream car owners who have made an appointment, waiting to enter the store is the most complaint among almost all appointment methods, and the benefits of making an appointment to car owners are not obvious.

In addition, in recent years, major brands have launched "door-to-door pick-up and delivery services", and some car owners have begun to try and experience this right. Among the luxury brands, 67% of car owners know about the "door-to-door pick-up and delivery service", but only 35% of car owners have actually used it, and this service still has a lot of room for promotion. Among all brand camps, this service is the highest proportion of German brand car owners.