On November 26, China Association of quality (CQA) released the evaluation results of user satisfaction index (cacsi) of China's new energy vehicle industry in 2019 in Beijing.
In 2019, China's new energy vehicle industry user satisfaction index (cacsi) was 78 points (full score of 100 points), up 3 points year-on-year, 2 points lower than fuel vehicles. Among them, the user satisfaction of pure electric vehicle is 77 points, up 1 point on a year-on-year basis; the plug-in hybrid vehicle is 79 points, up 5 points on a year-on-year basis.
Market competition and continuous improvement of quality have greatly promoted the user satisfaction index of new energy vehicles in China. With the implementation of the "double integral" policy and the decline of subsidies, China's new energy vehicle industry began to transition from policy driven to market driven. Full market competition promotes automobile enterprises to accelerate technology upgrading and quality improvement, and supply competitive products and services to the market. Data shows that the perceived quality of China's new energy vehicles in 2019 is 77.6 points, a year-on-year increase of 1.9 points. In terms of product quality, reliability satisfaction was 78.3 points, up 2 points year on year. 77.8 points for car performance and design satisfaction, up 2 points year on year. The main body of market competition is diversified, new energy vehicle products are increasingly rich, and the upgrading of product structure is accelerated. High endurance mileage and high-end products are more favored by users. The evaluation data shows that the higher the endurance mileage, the higher the satisfaction. The mainstream joint venture brands put mature mid and high-end products into the plug-in hybrid vehicle market, and the satisfaction level of these products is relatively higher.
The continuous decline of complaint rate indicates that the user's recognition of the quality and safety of new energy vehicles is improving. In 2019, the complaint rate of pure electric vehicles was 15.2%, down 2.9%, mainly due to the continuous decline in the complaint rate of key components of batteries and motors. In 2019, the complaint rate of plug-in hybrid is 12.5%, 2.2 percentage points lower than that of fuel vehicles. The satisfaction degree of quality reliability and performance design of plug-in hybrid car is obviously higher than that of fuel car.
The failure rate of traditional systems (components) such as "interior decoration", "driving steering braking" and "body appearance" of pure electric vehicles is high, while the failure rate of related "three electrics" is significantly reduced. In 2019, there were 120 failures of 100 new pure electric vehicles, up 9 times year on year. The failure frequency of 100 new cars in interior decoration, driving steering brake, body appearance and other systems accounts for about 52% of the total. Among them, the number of failures related to battery and charging dropped 11 times year-on-year, and the number of motor failures dropped 9 times year-on-year. The main problems mentioned by the user are heavy peculiar smell of the interior, abnormal attenuation of the endurance mileage, and large wind noise.
In 2019, the number of failures of 100 new plug-in hybrid cars was 78, a year-on-year decrease of 17. Among them, the engine and transmission system decreased 6 times year on year. The main problems mentioned by the user are the heavy smell of the interior and the abnormal noise of the brake.
Users have the lowest evaluation on battery performance of pure electric vehicles, mainly due to the low performance scores of endurance and battery slow charging. In 2019, China's pure electric vehicle performance design satisfaction is 77.1 points, up 1.1 points year on year. Users have a high evaluation on the performance design of appearance and modeling, instrument panel, air conditioning, acceleration, startup and other indicators. In the future, we should focus on improving the performance of driving control brake and battery.
In 2019, the performance design satisfaction of plug-in hybrid car is 79.6 points, up 4.6 points year on year. The performance advantages of plug-in hybrid car are outstanding, mainly reflected in the interior quality, handling, large space and comfort.
New energy vehicle manufacturers should solve the problem of user pain points in service and improve the service experience. In 2019, the satisfaction of after-sales service of new energy vehicles is 75 points, 2 points lower than that of fuel vehicles. Except for service charge, the scores of other indicators are lower than that of fuel vehicles. According to the evaluation data, the most desired service in users' mind is attentive, convenient and affordable service. There is still a big gap between the current service and users' expectations. The main problems existing in the current service are: poor service initiative, poor service experience in the return visit process; low service efficiency, mainly reflected in the need to wait for the service reception, the need to wait for the lack of spare parts, the cumbersome process and long time in the service settlement and collection process; the maintenance technology is not qualified, and the failure cannot be solved at one time.
