On January 22, 2011, at the 2011 China Automotive Market Development Forum held in Beijing, Jia Xiang, Editor-in-chief of the Automotive Information Collection Website of the China National Quality Association National Users Committee, published the 2010 China Automotive Product Quality Service Complaint Analysis Annual Report. report.

The report shows that in 2010, CNNIC received a total of 11,917 complaints from users across the country through networks, telephones, and faxes, of which 10,153 were valid complaints. The complaints involved FAW-Volkswagen, Shanghai Volkswagen, Dongfeng Honda, Dongfeng Citroen, Shanghai GM, Changan Ford, and GAC. Dozens of domestic automobile manufacturers, including Toyota, Geely Automobile and Chery Automobile.

The report pointed out that complaints about automobiles in 2010 presented several major features: First, complaints on comprehensive issues (at the same time, complaints of product quality and service quality) rose significantly from 41.9% in 2009 to 61.62%; second, new cars for three months The number of complaints exceeds 50% of the total number, and complaints within 10,000 kilometers account for 45.17%. Third, complaints about quality issues involve the highest proportion of body parts and electrical problems, followed by engines, transmissions, and steering systems; 50,000 to 150,000 yuan vehicles accounted for the vast majority of complaints; Fifth, A-class vehicles have become the absolute focus and hot spot for quality complaints; 6 is about service issues in the complaints, caused by the replacement of the most disputed accessories, followed by service attitude Seventh, in the core complaints of users' complaints, repairing the car is still the most important issue, followed by compensation.

Jia Xiang believes that compared with the annual sales increase, the decline in the proportion of quality complaints and service complaints does not mean that China's auto product quality and service quality will increase in 2010. From the obvious increase in complaints in the general category, it can be seen that the manufacturers and merchants attach great importance to the service, the degree of investment in resources, and the means and methods of responding to consumer complaints cannot keep up with the development of the market situation.

———The report shows that complaints from users on the quality of automotive products mainly focus on eight aspects: engine, transmission, clutch, steering system, brake system, front and rear axle and suspension systems, tires, body accessories and electrical appliances. Among them, the most complaints of engine abnormal sound, more than 30%, followed by the large fuel consumption and abnormal idling. Most of the body accessories and electrical appliances reflect the noise in the cabin and poor body sealing.

——— Based on model price analysis, feedback on quality problems in 2010 was mainly concentrated on models with prices of less than RMB 200,000. The analysis shows that the quality problem of the models with a price range of 50,000 to 150,000 yuan is the most concentrated, and the number of problems in each component accounts for more than half. The proportion of models with prices of 50,000 to 100,000 yuan is slightly higher. Except for tires, they all exceed 30%. However, in the complaints on engines, brake systems and tires, the most problematic models were in the price range of 100,000 to 150,000 yuan. The analysis also showed that the main reason for the lower overall quality complaints of vehicles under 50,000 yuan is that the expected value of consumer service quality is closer to the actual performance.

--- According to the model level analysis, in the 2010 annual complaints of all quality problems, the A-class car is an absolute focus and hot spot, and most of the component problems account for more than 40%. The proportion of air-conditioning systems and tires accounted for more than half of the total. Its specific performance is air conditioning not cooling, abnormal sound, tire bulging, cracking and abnormal wear and other issues. Grade B vehicle quality complaints accounted for the second place, and the steering system problem was the most prominent, accounting for 31.04%. The main manifestations were steering power pump abnormal sound, steering wheel jitter, etc.; followed by brake system and tire problems. The A0 class car also has more concentrated feedback on clutches, transmissions, front and rear axles, and suspension systems.

--- According to the analysis of the manufacturer's attributes, the quality complaints of the joint venture brands are higher than that of the independent brands as a whole, and the highest proportion of complaints against tires is 75.93%. The specific issues are mostly tire bulging and the reasons for causing the bulge to be controversial and responsibilities. In addition, the proportion of quality complaints of joint venture brands in the air conditioning system, steering and braking systems is also significantly higher. The report analyzes that there are three reasons why the quality of joint venture brands is higher than that of self-owned brands: First, consumers have higher expectations for joint venture brands. Once quality problems occur, the value of complaints or disappointments is relatively high, and complaints are easily formed. Second, at the same level. In the model, the price of the joint venture brand product is often higher than that of the self-owned brand, and the quality requirement of consumers is also higher. Thirdly, in the mainstream passenger car market, joint venture brands often dominate the market, and sales in some segment markets are relatively high. There is also a high rate of complaints about quality problems.

--- According to the analysis of the breakdown time of vehicles, more than 90% of the feedback is in the vehicle within two years of the problem of the vehicle, in which the vehicle within 3 months of the problem has reached 50.1% of the total, and more serious is within 1 month That is to say, there are 34.4% of the total amount of feedback on automotive product quality or service issues. According to the analysis of the vehicle's failure mileage, it is basically in direct proportion to the time of the problem; more than 90% of the user's feedback is within 60,000 kilometers, of which 10,000 kilometers are within 45.17%; and the proportion of problems within 5,000 kilometers is already Achieve 29.46%, and 8.72% of the problems occurred within 1,000 kilometers.

According to the analysis of the complaints of users in the region, the number of complaints from users in Zhejiang Province ranked first in 2010, accounting for 10.8%; followed by Shandong Province and Guangdong Province, with 9.91% and 8.86%, respectively. According to statistics, the top ten provinces and cities are mostly coastal and densely populated provinces or directly administered municipalities. From the perspective of distribution, the distribution ratios of provinces and cities are increasingly dispersed, and they are almost all within 10%. Jia Xiang analysis, this is related to the continuous increase in the number of car ownership in various provinces and cities, but also reflects the general awareness of owners of their rights protection.

Through the analysis of the user's complaint requirements, it is not difficult to find that in 2010, "the repair of the car" is still the owner of the main requirements, accounting for 69.5%; followed by "request for compensation", accounting for 11.5%, mainly to claim multiple compensation The transportation expenses and lost-time fees at the repair station are also considered by the owner to be unreasonable. The “other requirements” have increased from 1.6% in 2008 to 4.7% in 2010. According to the analysis, this includes requesting an extension of the free warranty period for vehicles or components, requesting the delivery of vehicles during the repair period, and requesting business or service personnel to apologize for their poor attitude. It can thus be seen that owners are paying more and more attention to and protecting their rights and interests in all aspects. .

According to the analysis of the problem-solving situation, nearly 90% of the problems can be resolved or answered within 15 days. Among them, the proportion of enterprises that can solve or respond within one week accounted for more than 70%. The overall situation is good; among the owners who were interviewed for the return visit Owner satisfaction (including satisfaction and recognition) accounted for more than 70% of the total complaints. In response to the company's response, “The problem reflected by the owner has been solved or a consensus resolution has been reached”, most vehicle owners can agree with the manufacturer’s claims; however, a few owners may also indicate that the problem has not been solved, and even the manufacturer did not actively contact the owner to solve the problem. .

In response to the current status of complaints regarding the quality of automotive products and service quality in 2010, the report suggests that manufacturers and merchants should increase resources and improve overall service quality, especially maintenance skills and spare parts supply management capabilities. In addition, we take seriously the improvement of product quality, especially the quality management of body parts, electrical components, engines, transmissions, and steering systems. According to the analysis of the report's summary of half of the complaints occurring within three months of the new car, Che Renren predicts that due to the nationwide car sales reaching a new high in 2010, complaints about the quality of new products and service quality will likely emerge in the second half of 2011. . Manufacturers and merchants need to be fully prepared to invest more resources in maintenance services and reduce the possibility of complaints through excellent services.