China Consumers Association released the service satisfaction report of 4S online shop. German brands scored high and Peugeot was at the bottom.

(Text/Peng Kefeng) Recently, the China Consumers Association released the "Customer Satisfaction Evaluation Report of 20 Brand Cars 4S Stores" (hereinafter referred to as the "Report"). According to the Report, the service satisfaction of automobile 4S shops in different cities is different, showing the characteristics of "high in the north and low in the south". It is understood that in order to complete this report, China Consumers Association selected 20 automobile brands (involving 23 automobile manufacturers) in the national 15 cities to carry out service consumer satisfaction evaluation.

According to the China Consumers Association, the automobile brands and manufacturers in this survey include German brands (4): Audi, BMW, Mercedes-Benz and Volkswagen; French brand (1): Peugeot; Domestic independent brands (8): Baojun, BYD, Changan, Haval, Geely, Chery, Roewe and Wuling; Korean brand (1): Hyundai; American brands (3): Buick, Ford, Chevrolet; Japanese brands (3): Honda, Toyota and Nissan.

In this survey, 6268 valid samples were actually obtained, including 3 1 18 online samples and 3 150 offline samples. The sample size comes from 1343 4S stores in Beijing, Shanghai, Chengdu, Xi and Wenzhou.

The "Report" shows that there is little difference in the overall scores of service satisfaction of 4S shops of different car families, with the German department scoring the highest and the legal system scoring the lowest; Judging from the 20 automobile brands surveyed, Changan Automobile's 4S shop ranked the highest in service satisfaction with 84.2 points, while Peugeot Automobile's 4S shop ranked the bottom with 80.2 points.

The survey shows that the evaluation reflects that the overall customer satisfaction of automobile 4S stores is good, and the efforts made by fuel vehicle 4S stores and new energy vehicle 4S stores can be recognized by consumers; But at the same time, consumers are dissatisfied with the information disclosure and bundled service fees in the sales process. For example, 95% of consumers buy insurance in automobile 4S stores, and some consumers' understanding of automobile consumption policies needs to be improved. Compared with facilities, sales services and after-sales services, brand car 4S stores still have a lot of room for improvement in complaint handling, and problems such as "difficulty in obtaining evidence" and "difficulty in identification" faced by consumers in complaint rights protection also need to be solved urgently.

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