8 basic points to understand the owner's after-sales consumer demand


At present, the focus of car owners on after-sales services focuses on five aspects, including people (professional service consultants), facilities (convenience), quality (one-time repair rate), time (waiting time) and price (price transparency).

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Recently, the annual meeting of China's automobile circulation industry was held in Suzhou and the development of the automobile industry in the past year was summarized. In the after-sales service section, Gao Ling, secretary general of the Service Quality Committee of the China Automobile Dealers Association, shared changes in consumer demand and related data. He has a certain reference value for service providers in the automotive aftermarket.

The reporter organized the key conclusions and data.

1. After-sales service channels: There are 461,800 maintenance stores in the country, of which 26,300 are 4S stores. The 26,300 4S stores are responsible for 58.5.% of automobile after-sales services, branded auto repair chains carrying 22.5% of the business, traditional large-scale repair shops 12.5%, individual roadside shops 4.4%, and online booking lines down 1.2%. On-site maintenance and repair 0.6%.

后市场,汽车售后

后市场,汽车售后

2. After-sales service concerns: At present, the focus of car owners on after-sales services focuses on 5 aspects, including people (professional service consultants), facilities (convenience), quality (one-time repair rate), time (waiting time) and prices. (Price is open and transparent).

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3, service consultants require professionalism: the owner of the service consultant's focus from the appearance of elements to professional elements, including the return of the car to check whether professional and efficient, maintenance and repair advice is reasonable, answer the question is professional and clear. People in the 30-39 age group are more likely to accept the maintenance advice given by service consultants. People in the 50-59 age group do not trust such advice.

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4. Convenience of service facilities: Convenient factors such as being close to home and easy to find are the most important factors for car owners in service facilities. The so-called rest area, refreshments, television and other comfort factors, the owner does not care.

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5, a repair rate: the owner of the service quality is the most concern is a repair rate, that is, whether the vehicle can be repaired. Rework may easily lead to the loss of some customers. Nearly 60% of 1-3 year-old car users tend to change stores when they return.

6, 20 minutes is the service time limit: the owner of the service time requirements, a delay of 20 minutes is a tolerable limit. In addition, they are more concerned about whether to wait for the appointment after the arrival of the shop, whether to inform the maintenance of the length of time, whether to deliver the car at the agreed time, whether the settlement process needs to wait and so on. In short, people are creatures that are not willing to waste time waiting.

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7. The price of accessories is the most sensitive: In terms of price, the owner is most sensitive to the price of accessories and requires the price to be open and transparent. Users under the age of 39 are more able to accept the maintenance and repair prices of the current dealerships. Users over the age of 40 are more sensitive to prices, especially those over the age of 50.

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8. Reasons for coming back to the store: Good quality, customer trust, good attitude and convenient location are the main reasons why the owner chooses to come back to the store again; speed, environment, price and other factors are not valued by the owner.

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