4S shop service survey ranking: FAW Toyota first, Dongfeng Peugeot "bottom".

A few days ago, China Consumers Association released the satisfaction evaluation report of brand 4S stores.

By sampling 1343 4S stores in 15 popular cities, and adding comprehensive scores in NPS (word of mouth), in-store environment, pre-sales/after-sales service and complaint handling, the service status of most major brands with good sales at present is expressed to some extent.

In the service scores of multiple brands, independent brands scored excellent overall, while joint venture brands were a bit "if you don't advance, you will fall back".

4S Store Service Consumer Satisfaction Ranking

The ranking found that FAW's brand satisfaction performance was the best. Among them, FAW Toyota ranked first with 86.5 points, with the highest user satisfaction. FAW-Volkswagen ranked second with 85.5 points, and FAW-Volkswagen Audi ranked in the middle, but generally higher than the industry average of 82.7 points. FAW creates customer satisfaction.

At the same time, independent brands such as Changan, Chery and Geely scored high and performed well. Among them, Changan Automobile's satisfaction score is 84.2 points, ranking first among independent brands, and its comprehensive ranking exceeds most joint venture brands.

In recent years, with the improvement of products, independent brands have also made great progress in user satisfaction, which is indispensable for the continuous improvement of independent brands. Moreover, customer satisfaction and sales complement each other.

At present, the head enterprises of independent brands such as Geely and Changan have occupied the domestic "100000" market compared with joint venture brands, and the subsequent sales growth and customer satisfaction have laid the foundation for further foothold in the "200000" market.

In addition, the survey found that consumers still have a certain reputation for car quality. According to the sampling results, the top five are FAW Toyota, FAW Volkswagen, Guangqi Honda, Dongfeng Nissan and BMW Brilliance. Japanese brands account for more than half.

It can be seen that Japanese brands still have a good reputation for quality in the minds of consumers. However, the gap is that Guangqi Honda, which is regarded as the top 5 quality by consumers, failed to satisfy users as well as quality in service. Its comprehensive score of 82.5 points is only in the middle and lower level in the joint venture brand ranking, even lower than the survey average. Compared with the enthusiasm of users, the performance seems a bit unsatisfactory.

Finally, the progress of independent brands makes joint venture brands "show their true colors", especially Japanese brands under the aura of word of mouth. Once the enthusiasm of users fades, it may be irreparable to make up for it with a smile.

After all, the 80' s and 90' s generation of young people have grown into the main force of automobile consumption, and their requirements for quality and service are getting higher and higher, which can be seen from a large number of user complaints every year. In fact, this is a good thing for accelerating the maturity of automobile consumption.

The picture comes from the internet.

This article comes from car home, the author of the car manufacturer, and does not represent car home's position.