On November 26, the China Association for Quality released the results of the 2019 China New Energy Automobile Industry User Satisfaction Index (CACSI) in Beijing.
In 2019, the user satisfaction index (CACSI) of China's new energy automobile industry was 78 points (out of 100 points), an increase of 3 points year-on-year and 2 points lower than that of fuel vehicles. Among them, the user satisfaction of pure electric vehicles was 77 points, an increase of 1 point year-on-year; Plug-in hybrid vehicles scored 79 points, up 5 points year-on-year.
The continuous improvement of market competition and quality has promoted a significant increase in China's new energy vehicle user satisfaction index. With the implementation of the "double credit" policy and the decline of subsidies, China's new energy vehicle industry has begun to transition from policy-driven to market-driven. Full market competition promotes automobile enterprises to accelerate technological upgrading and quality improvement, and supply competitive products and services to the market. The data shows that the perceived quality of China's new energy vehicles in 2019 was 77.6 points, a year-on-year increase of 1.9 points. In terms of product quality, reliability satisfaction was 78.3 points, a year-on-year increase of 2 points. Vehicle performance and design satisfaction scored 77.8 points, a year-on-year increase of 2 points. Market competitors are diversified, new energy vehicle products are becoming increasingly abundant, and product structure upgrading is accelerating. High cruising range and mid-to-high-end products are more favored by users. Evaluation data shows that the higher the cruising range, the higher the satisfaction. Mainstream joint venture brands have introduced mature mid-to-high-end products to the plug-in hybrid vehicle market, and the satisfaction level of these products is relatively high.
The complaint rate continues to decline, indicating that users' recognition of the quality and safety of new energy vehicles is increasing. In 2019, the complaint rate of pure electric vehicles was 15.2%, a decrease of 2.9 percentage points, 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 hybrids was 12.5%, 2.2 percentage points lower than that of fuel vehicles. The quality and reliability satisfaction and performance design satisfaction of plug-in hybrid vehicles are significantly higher than the level of fuel vehicles.
The failure rate of traditional systems (components) such as "interior", "driving steering brake" and "body appearance" of pure electric vehicles is high, while the failure rate of "three electric vehicles" is significantly reduced. In 2019, the number of failures of 100 pure electric vehicles occurred 120, an increase of 9 times year-on-year. The number of failures in 100 new vehicles in the interior, steering brakes, body exterior, and other systems accounted for about 52% of the total. Among them, the number of battery and charging failures decreased by 11 times year-on-year, and the number of motor failures decreased by 9 times year-on-year. The main faults mentioned by users are heavy interior odors, abnormal range attenuation, and high wind noise.
In 2019, the number of 100 new vehicle failures of plug-in hybrid vehicles was 78, a year-on-year decrease of 17 times. Among them, both the engine and transmission system decreased six times year-on-year. The main faults mentioned by users are heavy interior odors and abnormal brakes.
Users have the lowest evaluation of battery performance for pure electric vehicles, mainly due to low performance scores for battery life and slow battery charging. In 2019, China's pure electric vehicle performance design satisfaction was 77.1 points, a year-on-year increase of 1.1 points. Users have a high evaluation of the performance design of appearance and styling, dashboard, air conditioning, acceleration, start and other indicators. In the future, the focus should be on improving the performance of the driver-handling brake and battery.
In 2019, the performance design satisfaction of plug-in hybrid vehicles was 79.6 points, a year-on-year increase of 4.6 points. The performance advantages of plug-in hybrid vehicles are outstanding, mainly reflected in the interior quality, handling, large space and comfort.
New energy vehicle manufacturers should effectively solve the pain points of users in terms of service and improve service experience. In 2019, the satisfaction rate of after-sales service for new energy vehicles was 75 points, 2 points lower than that of fuel vehicles. Except for service charges, the scores in other indicators are lower than those of fuel vehicles. Evaluation data shows that the most wanted service in the user's mind is a focused, convenient and affordable service. There is still a big gap between the current service and the expectations of users. The main problems in the current service are: poor service initiative and poor service experience in the return visit link; The service efficiency is low, the main manifestations are that the service reception needs to wait, the spare parts need to wait, and the service settlement and pick-up process is cumbersome and long; The maintenance technology is not good, and the fault cannot be solved at one time.
Private users' understanding of new energy vehicles tends to be rational, more and more users see the advantages of new energy vehicles, and the user acceptance of new energy vehicles continues to increase. Users increasingly look at factors such as cost, quality and performance of re-energy vehicles, especially battery technology and battery performance levels. In 2019, the five factors that users pay more attention to when purchasing new energy vehicles are: "low cost of use", "cruising range", "high quality and reliability", "good performance design", "battery technology and electric drive". Among them, the proportion of factors such as "cruising range", "battery technology and electric drive" and "low cost of use" increased by 27 percentage points, 7 percentage points and 6 percentage points respectively year-on-year. At the same time, the proportion of people who value "government policy support" has decreased by 10 percentage points year-on-year, showing a downward trend year by year. 95% of private users of new energy vehicles said that they would choose new energy vehicles when buying a car again. 64% of users will prefer pure electric vehicles. 62% of users will choose to buy new energy SUVs.
The top ten new energy vehicle brands that attracted users the most in 2019 were: BYD, BAIC New Energy, NIO, Tesla, Geely, SAIC Roewe, BMW, WM, Chery New Energy and GAC New Energy.
It is understood that since 2015, the China Association for Quality has organized and carried out the user satisfaction (CACSI) evaluation of China's new energy automobile industry for five consecutive years, and regularly released the evaluation results to the society every year. The main categories of the 2019 new energy CACSI evaluation include plug-in hybrid cars, plug-in hybrid SUVs, pure electric cars and pure electric SUVs. The evaluation objects are 40 brand models with large sales in 2019, involving 15 automobile manufacturers across the country. The survey covers 24 key cities in five major market areas: eastern, southern, western, northern and central.
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