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2013年9月27日,2013年度中国汽车售后服务客户满意度调查(CAACS,简称卡思调查)发布会在北京召开。调查结果显示,2013年度中国汽车售后服务客户满意度整体得分85.80分,较上一年略有上升。其中自主品牌售后服务满意度提升较大,分值从上一年的83.75分上升至85.07分。随着汽车消费理性回归,自主汽车品牌快速成长,缩减了在技术、品牌、服务上的差距。但进口品牌满意度却出现3年来的首次下滑,主要是专业性和服务费用合理性方面客户满意度下滑。排名方面,雷克萨斯以89.34分位居进口品牌榜首,其在人性化、公开性、专业性方面表现突出。宝马以87.73分位列合资品牌榜首,在专业性、人性化方面满意度有明显优势。一汽奔腾以87.06分成为自主品牌中满意度最高的品牌。调查结果还表明接近35%的4S店客户在保质期过后将会流失,更多的客户愿意选择去综合修理厂和快修连锁店。
September 27, 2013, China Automotive After-sales Service Customer Satisfaction Survey (CAACS, referred to as CASS survey) conference was held in Beijing. The survey results show that the overall customer satisfaction score of China’s auto after-sales service for 2013 was 85.80 points, slightly higher than the previous year. Among them, the satisfaction of self-brand service was greatly improved, with the score rising to 85.07 from 83.75 in the previous year. With the rational return of car consumption, the rapid growth of autonomous automobile brands has narrowed the gap in technology, brands and services. However, the satisfaction of imported brands appeared for the first time in three years, with the decline in customer satisfaction in terms of professionalism and service cost rationality. Ranking, Lexus ranked first with 89.34 points imported brands, its humanity, openness, professional performance outstanding. BMW ranked first in the joint venture brand with 87.73 points, with obvious advantages in professionalism and humanity. FAW Pentium to 87.06 points into their own brand satisfaction with the highest brand. The survey also showed that close to 35% of 4S shop customers will lose their expiration date, and more customers are willing to choose a comprehensive repair shop and fast repair chain.