Summary
- Tesla China leads in after-sales service satisfaction among new energy vehicle makers
- Survey covered 25 provinces and 45 cities with 12,000 participants
- Tesla, GAC Aion, and BYD were top three in after-sales service rankings
- Domestic brands had highest customer satisfaction in survey
- New energy vehicle makers are improving after-sales service systems, based on high rankings
Article
Tesla China, along with GAC Aion and BYD, has been ranked as one of the top three new energy vehicle (NEV) makers in China when it comes to after-sales service according to the results of the 2024 Automobile After-Sales Service Customer Satisfaction Survey (CAACS Survey) conducted by the China Automobile Maintenance Industry Association. The survey covered 25 provinces and 45 cities across China with a total of 12,000 respondents participating, making this the 15th consecutive year of the survey being conducted.
Tesla China topped the after-sales service rankings of NEV makers with an overall score of 86.88 points, followed closely by GAC Aion with 86.35 points and BYD with 86.20 points. NIO and Leap Motor rounded up the top five in after-sales service satisfaction among NEV makers. The overall customer satisfaction of domestic brands in the survey was listed at 86.9 points, while luxury brands and joint venture brands received ratings of 86.3 points and 85.6 points respectively. The average customer satisfaction rating for NEV brands was 84.6 points.
Despite the high scores achieved by some NEV makers in the survey, Yan Fengmin, vice chairman of the China Consumer Product Quality and Safety Promotion Association, noted that there are still areas of improvement in after-sales service programs for NEV makers. However, the results suggest that companies like Tesla, GAC Aion, and BYD are developing effective after-sales service systems that meet the needs of their customer base. This statement indicates that the improvements in after-sales service among NEV makers are significant.
The survey results indicate that Tesla China is making significant progress in improving its after-sales service and is now one of the top NEV makers in terms of customer satisfaction. The rankings of other NEV makers, such as GAC Aion and BYD, also show that the industry as a whole is improving its after-sales service offerings. The overall customer satisfaction ratings for NEV, domestic, luxury, and joint venture brands provide context for the performance of individual companies and highlight the areas where improvement is needed.
The results of the CAACS Survey suggest that NEV makers in China are still working on improving their after-sales service programs, but companies like Tesla, GAC Aion, and BYD are leading the way in this regard. The high scores achieved by these companies indicate that they are successfully meeting the needs of their customers through their after-sales service systems. Overall, the survey results show a positive trend towards better after-sales service satisfaction among NEV makers in China, with room for further improvement in the future.
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