Recently, the China Consumers Association released the “Analysis of Complaints in Handling Automobile Products of the National Association of Consumers in 2017”. “Analysis” pointed out that the complaint volume of “cars” in 2017 has surged by 30% compared with last year. Among them, the problem of after-sales service has become a complaint hot spot again (Mainly include: non-fulfilment of obligations of the Three Guarantees, failure to perform post-sales commitments, multiple repairs of the same quality issues, and charges for repairs after the sale within the warranty period.) Faced with multiplied complaint rates, mainstream car makers are also in the forefront Responded".

On the eve of the "Consumer Rights Day" on March 14th, representatives of 22 auto makers participated in the conference to issue a joint statement on the "Joint Declaration on the Joint Announcement of Automotive Enterprise Integrity Services" sponsored by Auto and Driving Maintenance Media and Sohu Automobile. , released the "big commitment" of the integrity service.

22 domestic well-known car companies released the “8 Commitment to Commitment Joint Statement of Integrity Services” initiative. They took the initiative to voice their voices to the industry and consumers. It is not difficult to see that car companies are brave enough to take on social responsibilities and strive to create a healthy and honest automobile after-sales service industry. The positive attitude of the consumer environment.

The car company that jointly released the “Big Eight Commitments” of integrity service will continue to improve and enhance its service awareness and capabilities in the future work. With a highly responsible attitude towards consumers, it will enhance the quality of car after-sales service and guarantee The legitimate rights and interests of consumers, improve the sense of integrity of automotive after-sales service companies, establish a brand image of auto dealers in the field of automotive after-sales service, accept wider social supervision, jointly promote the improvement of automotive after-sales service quality, create business integrity management, users trust The industry atmosphere of consumption does not forget the heart of the beginning, and keeps in mind the mission, and practices the “service-oriented, honesty-based” approach with practical actions.

In the interactive salon after the meeting, representatives from car companies, dealers and industry experts also expressed their views on the current automotive service industry:

Traditional service model is facing challenges and opportunities

As we all know, the removal of new car profits, after-sales service is another profit growth point for the entire industry, it is the focus of attention of the majority of owners and car companies. Therefore, “honesty” is also becoming an important issue in the automotive industry. However, in the current highly competitive and complex automotive aftermarket, traditional 4S shops, repair shops and even the entire automotive after-sales service industry are facing unprecedented challenges and opportunities.

(â–² Left 2 BYD Auto Sales Service Engineering Manager Guo Juguo; Right is Dongfeng Renault Automobile Co., Ltd. Service Director Zheng Min)

Brain drain is the biggest challenge

As Judy Guo, the manager of BYD Auto Sales Service Engineering, said: “Human resources are the biggest challenge we face.” In terms of maintenance services alone, Hyundai Motor is a high-tech integrated machine, electricity, and liquid. It has a wide variety of products and is updated quickly. It also has higher and higher requirements for practitioners. However, currently there are professionals with professional skills. Fewer and fewer, together with the generally low salary of maintenance service personnel, the traditional concept, the students who voluntarily learn to repair cars are reduced year by year, and the lack of talent has become the most “headache” of traditional 4S shops and repair shops. .

(â–²Lang Xuehong, Deputy Secretary General of China Automobile Dealers Association and Director of the Industrial Coordination Department)

New energy, new models, and confusion

In the past two years, the momentum of new energy vehicles has intensified. With the support of the “dual-integration” policy, new energy vehicles have become the spoilers of the auto market. On the one hand, the traditional fuel vehicle talents are drained, and on the other hand, similar units and teams are snatched. Large customers such as the sharing economy. New service modes such as home maintenance, home repair, and new energy vehicle replacement battery will also affect the traditional service industry. This will be another problem for car companies, dealers, and repair shops.

"Opportunity" and "challenge" coexist, and the traditional service model is still surviving

Regarding the experts' concerns about the traditional service model, Zheng Min, the service director of Dongfeng Renault Automobile Co., Ltd., made an optimistic judgment and elicited a set of survey data from JDPower last year. Will the owner of a car with a vehicle age of three years or more meet? While continuing to receive after-sales services at 4S stores, a significant proportion of owners indicated that they would continue.

Indeed, in the face of a series of challenges such as brain drain, new energy, and new model disruptions, traditional 4S stores are also undergoing service upgrades. We can also see that most car companies are launching their own distinctive service projects. At the same time, a lot of humanized service measures and customer care content have also been added. Including the service information service price more transparent, improve their service quality to enhance the owner experience, research and development of their own vendor service type of Internet software, etc. are the performance of service upgrades, "In the future of automotive services, I still believe that we Traditional 4S shop," she said.

Therefore, for automotive manufacturers, the quality of automotive after-sales service has become an important indicator to maintain the relationship between owners and improve user satisfaction. For the automotive service industry, with users as the core, it is particularly important to launch services that conform to consumer demand. As consumers, we also hope that these commitments are not just a paperwork, an activity, but more importantly, honoring promises so that consumers can truly feel the “changes” made by car dealers.

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