Category: China

JD Power China Introduces New Study Highlighting Vehicle Brand Net Promoter Score®

2025-10-16

SHANGHAI: 17 Oct. 2025 – The inaugural JD Power 2025 China Brand Reputation Index NPS®[1],℠ released today, reveals that premium internal combustion engine (ICE) brands in China average a score of 51.8 (on a -100 to 100-point scale). Mass market ICE brands score 46.3, while premium new-energy vehicle (NEV) brands average 44.7 and mass market NEV brands score 40.2. The study covers 72 brands across ICE and NEV segments. Only eight brands demonstrate strong performance across product, sales, and service dimensions, while 89% show deficiencies in at least one area.

 

The China Brand Reputation Index NPS® differs from traditional NPS® models by evaluating brand performance across three dimensions: product NPS®, sales NPS®, and service NPS®. These are combined using a weighted average to form a comprehensive reputation score, offering actionable insights for brand improvement.

 

The study quantifies more than 800 customer touchpoints—from interior design and driver-assistance performance to vehicle delivery and service response time—and applies correlation and variance analyses to link these experiences to NPS® outcomes. In the ICE market, 42% of touchpoints are basic expectation indicators, which customers penalize when unmet. In the NEV market, 58% are delight indicators, which drive positive word-of-mouth. Both segments also include neutral indicators (8% for ICE, 13% for NEV), where investment has minimal impact on recommendation behavior.

 

“The rules of competition in China’s auto industry are shifting,” said Ann Xie, general manager of the digital retail consulting practice at JD Power China. “Success now depends on consistent performance across product, sales, and service—not just standout technology or distribution. In the ICE market, consumers value stability and service, while NEV buyers seek innovation and smart features. To win customer loyalty, brands must evolve from specialists to all-round performers.”

 

Following are some key findings of the 2025 study:

• Competitive landscape evolving: Some brands excel across all dimensions, while others struggle with imbalance. This imbalance is especially pronounced in the NEV segment, where high-performing brands in product innovation are undermined by service and sales inefficiencies, causing overall NPS® to suffer. In contrast, ICE brands are more evenly distributed, with service-driven and sales-driven brands showing stable performance.

 

• Sales process now primary negative contributor: Whether through traditional ICE dealerships or the evolving sales models of NEVs, the sales process has emerged as the largest negative contributor to overall brand reputation. In the ICE segment, 38% of brands fall into the weak foundation category in terms of sales NPS,® driven by a lack of transparency in pre-sales communication, fragmented pricing negotiations and complex financing models that conflict with consumer demands for simplicity and fairness. In the NEV segment, 42% of brands show similar weaknesses, suffering from long delivery times, insufficient sales expertise and unfulfilled promises which lead to a rapid erosion of consumer trust.

   

• Failure to establish emotional connections in service: In the ICE segment, 38% of brands achieve a healthy service NPS,® but 21% are stuck in the neutral category, showing that while basic service capabilities are reliable, emotional value and personalized experiences are missing. In the NEV segment, 32% of brands have weak service foundations, while 29% remain in the neutral category. These brands are grappling with long wait times, insufficient service networks and a lack of distinctive brand identity which diminishes the overall service experience.

 

• Satisfaction with products not converted into recommendations: Whether in ICE or NEV, products have become a central aspect of competition. However, despite consumer satisfaction with products, it does not always translate into recommendations. In the ICE sector, 35% of brands fall into the neutral product NPS® category, meaning their products are reliable but fail to create a strong emotional appeal or differentiation. In the NEV sector, 26% of brands exhibit a polarizing product NPS,® with some brands attracting early adopters with bold innovation, only to alienate more conservative consumers due to controversial designs or unproven technology.

 

Study Rankings

Land Rover ranks highest among ICE premium brands with a score of 67.3. Porsche (59.4) ranks second and Cadillac (55.0) ranks third.

Geely ranks highest among ICE mass market brands with a score of 52.2. Chery (51.7) ranks second and GAC Honda (51.5) ranks third.

NIO ranks highest among NEV premium brands with a score of 51.6. 

Li Auto ranks highest among NEV mass market brands with a score of 46.4. DEEPAL (45.7) ranks second and Xpeng (44.7) ranks third. 

 

The China Brand Reputation Index NPS® calculates the NPS® for ICE brands based on the weighted NPS® results from the following five syndicated studies: the China Initial Quality StudySM (IQS); the China Automotive Performance, Execution and Layout (APEAL) StudySM; the China Tech Experience Index (TXI) StudySM; the China Sales Satisfaction Index (SSI) StudySM; and the China Customer Service Index (CSI) StudySM. For NEV brands, The China Brand Reputation Index NPS®SM is derived from the weighted NPS® scores of the China New Energy Vehicle Initial Quality StudySM (NEV-IQS); the China New Energy Vehicle Automotive Performance, Execution and Layout (NEV-APEAL)StudySM; the China Tech Experience Index (TXI) StudySM; the China New Energy Vehicle Sales Satisfaction Index (NEV-SSI) StudySM; and the China New Energy Vehicle Customer Service Index (NEV-CSI) Study.SM

 

The 2025 study is based on responses from 52,553 ICE vehicle owners and 45,142 NEV owners representing 72 brands with sufficient sample sizes across 81 major cities. For the product NPS® analysis, vehicle ownership ranges from 2 to 6 months; for the sales NPS® analysis, ownership ranges from 2 to 6 months for ICE vehicles and 2 to 12 months for NEVs; and for the service NPS® analysis, ownership ranges from 13 to 48 months for ICE vehicles and 2 to 24 months for NEVs.

 

About JD Power

JD Power is a global leader in consumer insights, advisory services and data and analytics. Those capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe. For more information, please visit china.jdpower.com or stay connected with us on JD Power WeChat and Weibo.

 

Media Relations Contacts 

Wenjing Ji, JD Power; China; +86 21 8026 5719; [email protected]

Joe LaMuraglia, JD Power; USA; 001-714-621-6224; [email protected]

 

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

 

[1] Net Promoter®, Net Promoter System®, Net Promoter Score®, NPS®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

 

Intelligent Cabin Experience Shifts to Practicality, JD Power Finds

2025-11-28

SHANGHAI: 27 Nov. 2025 — JD Power, Tongji University Human-Vehicle Relationship (HVR) Lab and eXtraordinary AI (XAI) Lab have jointly released research into intelligent vehicle cabins in China in 2025 and have announced the recipients of this year’s China Intelligent Cabin Awards (CICA). In this year’s evaluation, vehicles scored an average of 622 points (on a 1,000-point scale)—with several top-performing models approaching 700 points, demonstrating strong capabilities in multimodal HMI (Human Machine Interface) interaction, artificial intelligence (AI)-based intent interpretation, complex command recognition and first-token response speed.

 

Launched in 2022, the China Intelligent Cabin Awards have been conducted for four consecutive years. Amid rapid advances in AI, the 2025 awards introduce updated evaluation dimensions and methodologies, adopting the Intelligent Cabin Innovation Index (1,000-point scale). The framework features a scientifically structured hierarchy consisting of the HMI Performance Index (50%) and AI Performance Index (50%). Both indices are calculated through a combination of HMI functional modules plus user satisfaction scores and AI capability dimensions plus user satisfaction scores, with calibrated weighting to ensure comprehensive and accurate assessment.

 

JD Power Intelligent Cabin Research also finds that in 2025, intelligent cabins in China have begun to shift toward pragmatism. Competitive focus is moving away from the breadth of features and toward the depth of experience. The next stage of intelligent cabin development is clear: early functional cabins focused on online services, followed by perceptual cabins that integrated multimodal interaction and sensing for rule-based automation. Now, the deep application of large models signals the arrival of the cognitive cabin era. In this era, the intelligent cabin can accurately understand user behavior and preferences, proactively provide personalized services such as dining or music recommendations and allow for the evolution from passive response to autonomous cognition.

 

Following are additional findings of the 2025 research:

• Interaction returns to rationality: Touchscreens remain dominant (importance mean score: 4.17/5, on a 5-point scale), but users’ demand for physical buttons is almost equally strong (4.11/5). A notable 25.3% of users consider the lack of dedicated buttons for frequently used functions a major interaction flaw—showing that in high-load driving scenarios, tactile feedback remains irreplaceable. Future HMI design must strike a long-term balance across touch control, physical buttons and multimodal coordination.

   

• Use of utility applications surpasses social applications: Although 80.2% of users frequently use OEM apps weekly, their needs clearly lean toward utility-based features. Charging services (4.23/5, on a 5-point scale) and vehicle health management (4.24/5) rank far above community interaction (3.81/5) and in-app shopping services (3.87/5). Automakers’ push to build apps as social platforms diverges from users’ task-oriented expectations. 

   

• AI experience shifts: Users value AI features that enhance travel efficiency and safety, such as intelligent congestion-avoidance navigation (4.27/5) and health monitoring (4.22/5), whereas creative features often highlighted in marketing—such as AI image generation or poetry writing —score significantly lower (each with 3.87/5). Additionally, 56.5% of users have reduced their use of AI-based vehicle controls due to reliability and safety concerns. The industry must overcome challenges in complex scenarios, multimodal coordination and intent correction to move from user perceptions of demonstrative intelligence to stable and trustworthy intelligence.

   

• Data quality and scenario definition become core differentiators: With large model capabilities becoming widely available, the industry is witnessing clear functional homogenization. Competition is now shifting from model size to data quality, scenario granularity and depth of adaptation. Automakers must build an integrated scenario: a data–model loop to achieve model-as-application, enabling differentiated experiences in real-world usage.

   

• Depth of experience becomes a key purchase driver: Consumers’ willingness to pay for comfort-related hardware—such as intelligent seats and advanced audio systems—is rising, making experiential depth a core value anchor for the future intelligent cabin. At the same time, the interaction paradigm of intelligent vehicles is transitioning rapidly from a passive response tool to an active cognitive partner. Instead of waiting for user triggers, systems will leverage sensor integration, behavioral insights and contextual understanding to anticipate needs and deliver proactive services.

 

 

China Intelligent Cabin Awards

AITO M8; AVATR 12; Chery Fulwin A9L; Galaxy M9; Li Auto MEGA; NIO ET9; NIO Firefly; WEY All-New Gaoshan; Xiaomi YU7; Xpeng P7[1]

 

Forward-Thinking Innovation Ecological Product of China Intelligent Cabin Award

Desay SV – Fourth-Generation Smart Cabin Solution; iFLYTEK – iFLYSOUND; Yanfeng International – Yanfeng Hover™ Series Seat[2]

 

Excellent Innovation Ecological Partners

Ambilight; ECARX; HUAWEI SKYTONE; Nexteer; Senseauto[3]

 

To learn more about the JD Power 2025 China Intelligent Cabin Awards, please contact us: [email protected]

 

About JD Power

JD Power is a global leader in consumer insights, advisory services and data and analytics. Those capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe. For more information, please visit china.jdpower.com or stay connected with us on JD Power WeChat and Weibo.

 

About Tongji University Human-Vehicle Relationship (HVR) Lab and eXtraordinary AI (XAI) Lab 

Tongji University is recognized as a “Double First-Class” initiative university and part of the “211 Project” and “985 Project” for higher education excellence in China. HVR Lab and XAI Lab leverage the research resources of Tongji University’s School of Automotive Studies and College of Design and Innovation, and specializes in the research, design and evaluation of automotive intelligent experiences. It holds significant influence in both academia and industry. 

 

 

Media Relations Contacts 

Wenjing Ji, JD Power; China; +86 21 8026 5719; [email protected]

Joe LaMuraglia, JD Power; USA; 001-714-621-6224; [email protected]

 

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

 

[1] Brands are listed in alphabetical order.

[2] Brands are listed in alphabetical order.

[3] Brands are listed in alphabetical order.

 

After-Sales Vehicle Service Satisfaction Significantly Increases for Second Consecutive Year, JD Power Finds

2025-09-18

SHANGHAI: 19 Sept. 2025 — Customer satisfaction with after-sales service in China has significantly improved during the past two years as automakers strive to improve service experiences and address market competition. Overall customer service satisfaction has improved year over year by 16 points to 789 (on a 1,000-point scale), according to the JD Power 2025 China Customer Service Index (CSI) Study,SM released today. While satisfaction among owners of premium vehicles has increased 2 points to 798, scores for mass market vehicles (786) and Chinese domestic vehicles (788) have notably increased by 19 points and 23 points, respectively, narrowing the gap between segments.

 

The China Customer Service Index (CSI) Study, now in its 25th year, measures satisfaction with after-sales service at authorized dealers in the past 12 months among owners of one- to four-year-old vehicles. 

 

Overall scores across vehicle segments have shown significant year-over-year growth for two consecutive years, reflecting automakers’ commitment to strengthening customer loyalty by enhancing service experiences, differentiating their brands in a fiercely competitive market, and capitalizing on emerging growth opportunities. Of the six factors measured in the study, service facility has seen the highest increase, improving 18 points from 2024. Continuous investment in upgrading the service facilities and improving service environments has enhanced the customer experience throughout the after-sales service process.

 

“The after-sales service experience in the automotive industry is undergoing profound evolution,” said Ann Xie, general manager of the digital retail consulting practice at JD Power China. “The core of after-sales service for internal combustion engine [ICE] vehicles lies in building a trustworthy and emotional connection for customers through tangible, high-quality offline facilities and professional service teams. However, the Chinese automotive market is now being reshaped by new energy vehicle manufacturers,​​ who have taken the lead in focusing their service on efficient and transparent digital processes, an anxiety-free energy replenishment ecosystem, and innovative customer benefits. This shift marks the industry’s evolution from providing passive service to proactive customer operation. In the future, the Chinese automotive market will deeply integrate the advantages of these two types of experiences and lead the way in delivering high-end service experiences through a more human-centered digital approach.”

 

Following are additional findings of the 2025 study:

 

• After-sales service for ICE vehicles leads NEVs in professionalism: The traditional service system for ICE vehicles has been built on standardized procedures, stable service teams and a comprehensive spare parts supply chain, all of which demonstrate a high level of professionalism. Whether it’s the speed of repair, the first-time fix rate or consistency in delivery quality, service for ICE vehicles provides reliable performance, constantly reinforcing the perception of dependability in customers’ minds.

   

• Female customers seek a sense of control, respect and attention to details: Female vehicle owners have distinct needs during after-sales interactions. They place great emphasis on process transparency, access to sufficient information and being respected by service advisors. The details of the transaction, including showing the replaced old parts and the staff patiently explaining cost breakdowns, can directly influence their establishment of trust. Transparent, clear and meticulous communication not only helps female customers build the certainty of being respected but also serves as a key driver for boosting satisfaction and positive word-of-mouth recommendations.

   

• Independent after-sales channels are emerging as a key choice for customers: A growing number of customers are turning to independent service channels for future service after their vehicle’s warranty period expires. What drives them are not only cost advantages or convenience, but more importantly, many independent workshops can now deliver service quality on par with 4S dealerships, along with direct and flexible communication experiences. Direct engagement channels such as WeChat and exclusive membership systems are continuously building user loyalty. They have gradually moved beyond being alternative options to become service providers that stand alongside the dealerships, and in many cases offer a more human-centered experience.

 

 

Study Rankings

Land Rover ranks highest in customer service satisfaction among premium brands with a score of 809. Mercedes-Benz ranks second with a score of 808.Cadillac ranks third with a score of 804.

Chery andGAC Honda rank highest in a tie in customer service satisfaction among mass market brands, each with a score of 808. Chery also ranks highest among Chinese domestic brands with a score of 808. Geely ranks second among Chinese domestic brands and ranks third among mass market brands, each with a score of 801. GAC Trumpchi ranks third among Chinese domestic brands with a score of 799.

 

The China Customer Service Index (CSI) Study measures customer satisfaction based on six factors (in order of importance): service facility (21%); service team (18%); welcome and diagnostic (18%); service value (16%); service quality (15%); and reservation (12%).[1]

 

The 2025 study is based on responses from 22,867 vehicle owners of 38 automotive brands in 81 major cities who purchased their new internal combustion engine (ICE) vehicle between February 2021 and June 2024. The study was fielded from February through July 2025.

 

To learn more about the China Customer Service Index (CSI) Study, please contact [email protected]

 

JD Power is a global leader in consumer insights, advisory services and data and analytics. Those capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe. For more information, please visit china.jdpower.com or stay connected with us on JD Power WeChat and Weibo.

 

Media Relations Contacts 

Wenjing Ji, JD Power; China; +86 21 5116 9131; [email protected]

Joe LaMuraglia, JD Power; USA; 001-714-621-6224; [email protected]

 

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

 

[1] The weights are presented in rounded form, and the actual calculation is based on decimal places.

 

Customer Service Quality Satisfaction in China Improves, JD Power Finds

2024-09-19

SHANGHAI: 19 Sept. 2024 — Customer service satisfaction in China has significantly improved to 773 (on a 1,000-point scale) in 2024, a 14-point increase from 2023, according to the JD Power 2024 China Customer Service Index (CSI) Study, released today. Satisfaction among owners of premium vehicles has increased 11 points to 796, while scores for mass market vehicles (767) and Chinese domestic vehicles (765) have each increased 14 points from 2023, narrowing the gap with the score for premium vehicles.

 

The China Customer Service Index (CSI) Study, now in its 24th year, measures satisfaction with after-sales service at authorized dealers in the past 12 months among owners of one- to four-year-old vehicles.

 

The improvements in scores in 2024 indicate that automakers are placing more emphasis on after-sales service. Of the six factors measured in the study, service quality has seen the highest increase, improving 16 points from 2023.

 

“With the rise of new energy vehicles (NEVs) and their accompanying direct sales models and digital communication channels, customers who purchase ICE vehicles are now expecting that same service efficiency,” said Ann Xie, general manager of the digital retail consulting practice at JD Power China. “Automakers need to actively adapt to market changes by building efficient digital service systems that reduce costs while also enhancing the customer experience. Striking the right balance between cost control and customer satisfaction will be crucial.”

 

Following are additional findings of the 2024 study:

 

• Satisfaction increases most among newer vehicle owners: The largest increase in satisfaction is among customers who have owned their new vehicle for one to two years, improving 25 points, while satisfaction among customers who have owned their new vehicle for three to four years has declined, down 16 points.

 

• Service transparency has a greater importance for satisfaction: Satisfaction is 77 points higher when customers are shown live footage or video of the service status than those who are not shown, up from a 30-point gap in 2023. Satisfaction is also 91 points higher when all service charges are communicated upfront, up from a 57-point gap a year ago, emphasizing that customers have high expectations for service transparency.

 

• Digital channels add more value to after-sales service: Satisfaction is 12 points higher for digital reservation channels than for non-digital channels. Additionally, 91% of customers using official apps for reservation are attended to immediately upon arrival. Loyalty is higher among customers who have installed official apps and are also more likely to go to the dealership for repair and maintenance under warranty, which is 8 percentage points higher than among non-app users. These customers also spend more on after-sales services, with an average expenditure that is 718.1 RMB higher than among non-app users (2,330.7 RMB for app users vs. 1,612.6 RMB for non-app users).

 

• Offering free benefits encourages paid benefits purchases: Customers who are offered free benefits by the automaker are more likely to purchase paid benefits through official channels, with a purchase rate of 38%, compared to 13% for those who were not offered free benefits. Among premium brand customers, 27% say free roadside assistance is valuable, which is 7 percentage points higher than among mass market brand customers.

 

Study Rankings

 

Land Rover ranks highest in customer service satisfaction among premium brands with a score of 805. Mercedes-Benz ranks second with a score of 802.Cadillac ranks third with a score of 801.

 

GAC Honda ranks highest in customer service satisfaction among mass market brands with a score of 792. Geely ranks highest among Chinese domestic brands and ranks second among mass market brands with a score of 786. Chery and GAC Trumpchi rank second in a tie among Chinese domestic brands and rank third in a tie among mass market brands, each with a score of 780.

 

The China Customer Service Index (CSI) Study measures customer satisfaction based on six factors (in order of importance): service facility (21%); service team (18%); welcome and diagnostic (17%); service quality (16%); service value (15%); and reservation (12%).[①]

 

The 2024 China Customer Service Index (CSI) Study is based on responses from 33,298 vehicle owners of 43 automotive brands in 81 major cities who purchased their new internal combustion engine (ICE) vehicle between January 2020 and June 2023. The study was fielded from February through July 2024.

 

To learn more about the China Customer Service Index (CSI) Study, please contact us: [email protected]

 

JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

 

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, please visit china.jdpower.com or stay connected with us on JD Power WeChat and Weibo.

 

Media Relations Contacts

Wenjing Ji, JD Power; China; +86 21 8026 5719; [email protected]

Geno Effler, JD Power; USA; 001-714-621-6224; [email protected]

 

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

 

[①] The weights are presented in rounded form, and the actual calculation is based on decimal places.

 

Vehicle Buyers in China Have Become Increasingly More Decisive, JD Power Finds

2023-07-20

jillian.breska

SHANGHAI: 20 July 2023 – Fuel Vehicle shoppers in China are more decisive in their car purchasing decisions, as they have a specific model in mind before their purchase and are less likely to be persuaded otherwise, according to the JD Power 2023 China Sales Satisfaction Index (SSI) Study,^SM released today. Specifically, the percentage of shoppers who have already thought about the model/brand before buying a car and finally purchased is as high as 73%, an increase of 5.3% compared with 2022. These shoppers also visit the dealership sooner and make the transaction faster, while considering the least number of brands and making the fewest amount of dealer visits.

The study measures customer satisfaction with the purchase experience among new-vehicle buyers as well as among rejecters, defined as those who seriously consider a brand but ultimately buy another brand.

The study also finds that in the purchase process, “decisive” consumers pay more attention to the basic product performance of the model, including safety, power, controlling, etc., and their concern about price is relatively low. Automotive media and professional evaluation have become important information sources and car buyers are paying attention to these messages. Additionally, they are also more likely to recommend a vehicle model with the highest return and repurchase intentions. Therefore, paying more attention to them will bring long-term value to automakers.

“The current Chinese auto market is full of uncertainties,” said Ann Xie, digital retail consulting practice at JD Power China. “However, as shoppers have become more decisive in the purchase process, how to enter someone’s favorite list in advance has become the key focus of automakers’ marketing. Dealers also need to change from a sales model centered on the selling points of products in the past to the motivation of customers. Identifying customers’ in-store needs, accurately responding to customers’ questions, helping them verify their choices and dispelling concerns, will help dealers achieve the sale.”

Following are additional findings of the 2023 study:

• Advantage of sales satisfaction with premium brands further expanded: Sales satisfaction in the premium segment and mass market segment are 765 (on a 1,000-point scale) and 752, respectively. The lead of premium segment over mass market expanded to 13 points from 9 points in 2022. In various indicators of purchase index, the two segments have performed best in the communication before visit and delivery process. Satisfaction of the test-driving experience has decreased significantly in both segments.
• The satisfaction of New Energy Vehicle(NEV) was better than Internal Combustion Engine(ICE): From the perspective of rejecters, the overall service satisfaction score of NEV (738) was higher than ICE (715) especially in the product experience of showroom visit and test driving. ICE lagged behind NEV in sections of salesperson’s introduction, the amount of active invitation to test drive and adequate understanding of product.
• Customer satisfaction in third- and fourth-tier cities lags behind first- and second-tier cities: The satisfaction score of customers in third- and fourth-tier cities is 749 points, which is 25 points behind that in first- and second-tier cities (774 points). The satisfaction of each experience factor is lower than that of car buyers in first- and second-tier cities. The transaction process has the widest gap, which is 27 points lower than that of car buyers in first- and second-tier cities. If the negotiation process is too lengthy, the consumers in third- and fourth-tier cities who make a deal within a week will fall to 30% from 42% if the process is not too lengthy.

Study Rankings

Porsche ranks highest among premium brands with a score of 772. Audi (771) ranks second. BMW (769) ranks third.

GAC Honda ranks highest among mass market brands with a score of 763. Buick, Dongfeng Honda and GAC Toyota rank second in a tie, each with a score of 762.

CHANGAN and GAC Trumpchi rank highest in a tie among Chinese domestic brands, with a score of 750. Geely (749) ranks third.

The 2023 China Sales Satisfaction Index (SSI) Study measures sales satisfaction among new-vehicle buyers and rejecters. Buyer satisfaction is based on seven measures: online delivery process (22%); deal (16%); showroom visit (15%); experience (14%); reception (14%); test drive (10%) and communication before visit (9%).Rejecter satisfaction is based on six measures: online experience (23%); reception (21%); communication before visit (20%); showroom visit (15%); test drive (11%); and negotiation (10%).

The 2023 study is based on responses from 25,260 vehicle owners in 81 major cities who purchased their new vehicle between June 2022 and March 2023. The study was fielded from December 2022 through May 2023.

For more information about the China Sales Satisfaction Index (SSI) Study, visit HERE.

JD Power is a global leader in consumer insights, advisory services and data and analytics. Those capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe. For more information, please visit china.jdpower.com or stay connected with us on JD Power WeChat and Weibo.

Media Relations Contacts
Mengmeng Wang, JD Power; China; +86 21 8026 5719; [email protected]
Geno Effler, JD Power; USA; 001-714-621-6224; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

 

International Brands Lead New Energy Vehicle Quality in China, JD Power Finds

2020-09-15

SHANGHAI: 17 Sept. 2020 – As the New Energy Vehicle (NEV) market in China gets in the fast lane, the quality gap among NEV brands is gradually widening, according to the JD Power 2020 China New Energy Vehicle Experience Index (NEVXI) Study,^SM released today. International brands take the leading position in new-vehicle quality, while the domestic NEV startups and domestic traditional automakers still lag.

The study, now in its second year, measures new-vehicle quality by examining problems experienced by NEV owners within the first two to six months of ownership. New-vehicle quality is determined by problems cited per 100 vehicles (PP100), with a lower number of problems indicating higher quality.

The study shows that the average number of problems reported this year by NEV owners is 138 PP100. The number of problems reported by NEV owners of domestic traditional automaker brands (147 PP100) is much higher than that for international brands (112 PP100) and domestic NEV startups (126 PP100).

“As the NEV market is shifting from policy-driven to policy- and market-driven, competition among brands will gradually focus on the product itself,” said Jeff Cai, general manager of auto product at JD Power China. “Compared with international brands and domestic NEV startups, the domestic traditional automakers are weaker in resource integration and less favored by the capital investment market, and if they want to survive in the NEV competition, they need to accelerate technology and product innovation and strive to improve quality.”

The study also finds that international brands perform better in the exterior, infotainment system, seats, powertrain, and interior categories, and domestic NEV startup brands exceed in driving experience, climate and battery/charging.

“Both domestic and foreign startups, such as NIO and Tesla, are more outstanding in exterior design, human-machine interaction and technology innovation, while joint venture brands surpass others in manufacturing techniques,” said Eileen Ren, vice president of NEV solutions at JD Power China. “NEV owners not only expect technological and smart in-vehicle features, but also require high quality, thus NEV makers need to deliver vehicles with both high quality and advanced technology.”

Following are additional findings of the 2020 study:

• NEV owners are younger and more open to NEV brands: The proportion of NEV owners born in the 1990s has increased to 37% this year from 24% in 2019. Additionally, 78% of NEV owners indicate that they would consider any NEV brands when purchasing, which is 6 percentage points higher than the consideration level of fuel vehicle owners.
• Traditional quality problems are cited most often by NEV owners: The four categories in which NEV owners most frequently cite problems are exterior (16%); interior (13%); infotainment system (13%); and driving experience (13%). Unpleasant interior smell and excessive road noise are the top two specific problems.
• Fewer problems are cited by PHEV owners than by BEV owners: The problems cited for PHEVs (plug-in hybrid electric vehicles) (121 P100) are 22 PP100 lower than for BEVs (battery electric vehicles). Luxury PHEVs perform better in the exterior and infotainment categories than do mass market PHEVs.
• Quality problems in small BEVs outnumber problems in other BEVs: The average number of problems cited by small BEV owners is 164 PP100, which is much higher than by owners of compact BEVs (141 PP100); midsize BEVs (124 PP100); and large BEVs (116 PP100).

Highest-ranked brands and models

SAIC Volkswagen ranks highest in NEV new-vehicle quality among all brands in the PHEV segment, with 105 PP100.  BMW ranks second with 108 PP100. NIO ranks highest among all brands in the BEV segment with 109 PP100, followed by Tesla (113 PP100) and ORA (129 PP100).

Models that rank highest in their respective segments are: ORA R1 in the small BEV segment; Roewe Ei5 in the compact BEV segment; NIO ES6 in the midsize BEV segment; and Volkswagen Passat PHEV in the mass market PHEV segment. In the luxury PHEV and large BEV segments, criteria for awards were not met, thus no awards are given this year in these segments.

The JD Power China New Energy Vehicle Experience Index (NEVXI) Study measures new-vehicle quality by examining problems experienced by NEV owners in two categories: design-related problems and defects/ malfunctions. Specific diagnostic questions include 236 problem symptoms across 10 categories: features/ controls/displays; exterior; interior; infotainment system; seats; driving experience; driving assistance; powertrain; battery/charging; and climate.

The study is based on responses from 3,267 vehicle owners who purchased their vehicle between May 2019 and May 2020. The study includes 40 models from 20 different brands and was fielded from May through July 2020 in 28 major provinces across China.

For more information about the JD Power China New Energy Vehicle Experience Index (NEVXI) Study, visit HERE.

JD Power is a global leader in consumer insights, advisory services and data and analytics. Those capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe. For more information, please visit china.jdpower.com or stay connected with us on JD Power WeChat and Weibo.

Media Relations Contacts

Damon Liu, JD Power; China; +86 21 8026 5721; [email protected]

Geno Effler, JD Power; USA; 001-714-621-6224; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

 

Auto Dealers in China Expect More Assistance from Lenders to Improve New-Vehicle Sales, JD Power Finds

2020-05-28

jillian.breska

SHANGHAI: 28 May 2020 – As dealers’ profitability in new-vehicle sales and other business sectors continue to shrink, the standard financial offerings and services provided by lenders no longer meet dealers’ needs. According to the JD Power 2020 China Dealer Financing Satisfaction (DFS) Study,^SM released today, dealers expect more customized financing products and actionable business suggestions from auto finance providers to enhance their new-vehicle sales and profitability to get through the current difficult time.

The study, now in its sixth year, examines dealer satisfaction with finance providers in two segments: retail credit and floor planning. Retail credit is defined as the credit granted by auto financial providers to buyers for the purchase of their new vehicles. Floor planning allows dealers to obtain loans from auto finance companies or banks to finance their inventory.

The study finds that the auto finance penetration rate in China has increased slightly to 52%, from 50% in 2019. Auto finance accounts for only 10% of dealers’ profit, and shows no growth during the past four years.

“Although discount loan products have been implemented for several years, their impact on auto finance growth is much weaker at this point. Meanwhile, a lower commission fee has also affected dealers’ revenue and profit in auto finance, although it does not mean that the importance of auto finance diminishes,” said Eileen Ren, vice president of digital customer experience at JD Power China.  “According to the JD Power 2019 China Sales Satisfaction Index (SSI) Study, ^SM 31% of new-vehicle owners say they would postpone the purchase if auto finance service is unavailable, which means that as one of the sales tactics, auto finance could help reduce consumers’ budget pressure to some extent and boost new-vehicle sales.”

With the increasing pressure in new-vehicle sales, dealers have increased requirements for auto financing offerings. The study finds that overall dealer satisfaction scores for offerings/products (817, on a 1,000-point scale) is lower than for the application/approval process (832) and relationship (830) in the retail credit segment. In the floor planning segment, the dealer satisfaction score for portfolio management (826) is lower than for support (843), credit line (830) and relationship (828).

In addition to ordinary support such as coordination and training, dealers also expect lenders to provide more consulting on their overall business, especially on measures of improving new-vehicle sales and profitability. The study shows that in the retail credit segment, only 58% of auto finance companies, 52% of financial leasing companies and 30% of banks offer consulting services, while in the floor planning segment, 54% of auto finance companies and 42% of banks offer consulting services.

“Nowadays, dealers need special financial products and feasible operation suggestions to improve their sales capability, which requires lenders to deepen their perception and understanding of dealers’ business. It is not only key to improving dealer satisfaction, but also critical to driving new-vehicle sales,” Ren said.

Following are additional findings of the 2020 study:

• In the retail credit segment, auto finance companies perform better than other providers: Overall dealer satisfaction with retail credit providers is 828 in 2020. Auto finance companies (851) have the highest satisfaction score while the financial leasing companies (819), banks (813) and online financial companies (798) are all below the industry average level.
• In the floor planning segment, auto finance companies and banks score closely on dealer satisfaction: Dealer satisfaction with floor planning providers is 831 in 2020. Auto finance companies (832) and banks (831) have similar scores on all factors. The advantage of auto finance companies lies in the support and training for salespersons, as well as the synchronization between the floor plan management system and dealers’ systems. By comparison, banks perform better in responsiveness and guaranteed credit limit.
• As for used vehicles, dealer satisfaction with online financial companies is higher than for auto finance companies and banks: Auto finance companies and banks focus on the new-vehicle market, while the online finance companies and financial leasing companies attach more importance to the used-vehicle market. Online financial companies have the highest satisfaction on the retail credit application/approval process and offerings/products of used vehicles. Moreover, both online financial companies and financial leasing companies are more efficient in the approval process and fund release.

Study Rankings

Genius Auto Finance ranks highest in the retail credit segment with a score of 883, followed by Dongfeng Nissan Auto Finance (878) and GAC-SOFINCO Automobile Finance (850). In the floor planning segment, GAC-SOFINCO Automobile Finance (852) ranks highest, followed by China CITIC Bank (849) and SAIC Finance (844).

The study is based on responses from 2,125 dealers, covering 46 vehicle brands and 80 finance providers across 85 cities in China. The study was fielded between December 2019 and March 2020, examining dealer satisfaction with finance providers in two segments: retail credit and floor planning. In the retail credit segment, satisfaction is measured in finance provider offerings/products; application/approval process; and sales representative relationship. In the floor planning segment, satisfaction is measured in finance provider credit line; floor plan portfolio management; floor plan support; and salesperson representative relationship.

For more information about the JD Power China Dealer Financing Satisfaction Study, visit HERE.

JD Power is a global leader in consumer insights, advisory services and data and analytics. Those capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe. For more information, please visit china.jdpower.com or stay connected with us on JD Power WeChat and Weibo.

Media Relations Contacts
Damon Liu; JD Power; China; +86 21 8026 5721; [email protected]
Geno Effler; JD Power; Costa Mesa, California, USA; 001-714-621-6224; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

 

Dealers in China Expect Support from Automakers in Difficult Time, JD Power Finds

2020-05-07

SHANGHAI: 23 April 2020 – Dealers in China suffered both revenue and profit decline in fiscal year 2019 and are experiencing unprecedented crisis due to the COVID-19 pandemic in 2020. Timely support from manufacturers could help both sides get through these tough times, according to the JD Power 2020 China Dealer Attitude Study (DAS), ^SM released today.

Started in 2009, the study examines authorized dealers’ attitudes toward and satisfaction with auto manufacturers. It also provides the operational conditions of dealerships and analyzes issues that both manufacturers and dealers are deeply concerned about. All the information comes from the senior managers of the dealers surveyed.

The study shows that the revenue of dealers decreased 5% in FY 2019 compared with the previous fiscal year. The three main sources of revenue for dealers—new-vehicle sales, after-sales service and parts sales—all have declined. Additionally, the total profit of dealers slumped 19%, among which the contribution of after-sales service and parts to the overall profit decreased 3%.

Dealer business has been further affected by the COVID-19 pandemic. In February 2020, when nearly the entire country was on lockdown, each dealer sold 14 units new cars, on average, with 16% of dealers reporting zero sales and average inventory index rising to 2.6 from 1.8 before the outbreak. The number of after-sales services delivered by dealers is less than 100, 85% less than that before the outbreak.

“The aftermath of COVID-19 on the automotive market is yet to be seen and dealers need to prepare for a long-lasting battle,” said Eileen Ren, vice president of digital customer experience at JD Power China. “When revenue falls, the importance of efficiency improvement and cost management grows. At the same time, the changes in consumer demand and behavior brought about by the outbreak require dealers to strive to improve their capabilities such as online marketing and sales as well as remote services. All of these cannot be achieved by dealers alone. As a close partner with the same interests as dealers, manufacturers providing timely support will help both parties to overcome the difficulties.”

 

Following are additional findings of the 2020 study:

• New-car sales declines in revenue but grows in contribution to profit: Although revenue of new car sales has declined to RMB 147M (USD 20.7M) in FY2019 from RMB 154M (USD 21.7M) in FY2018, its contribution to dealer profit has increased by 3% to 23%. Improved inventory level (-13%) and higher sales rebates (+13%) are the main reasons for the new car sales profit increase, but the average number of new vehicles sold per month is still in a downward trend (-8%).
• The profitability of after-sales services continues to be weak: The average number of dealers’ after-sales service per month has decreased 16%, compared with the previous fiscal year. The revenue from after-sales service business has fallen to RMB 7.2M (USD 1M) in FY2019 from RMB 7.6M (USD 1.1M) in FY 2018, while revenue from spare parts business drops to RMB 3.2M (USD 452K) in FY2019 from RMB 3.8M (USD 536K) in FY 2018.
• Dealer digital retailing business stalls: As sales leads could not be effectively tracked and converted, customer traffic and deals brought by digital retailing activities has been less than 30% during the past five years. The stalled business in reverse affects dealer’s enthusiasm in digital retailing, as dealers with digital retailing departments have fallen to 83% in 2020 from 93% in 2017.

 

Study Rankings

FAW Toyota (878) is the highest ranked brand. Dongfeng Nissan (867) ranks second and GAC Toyota (864) ranks third.

The JD Power China Dealer Attitude Study (DAS) measures dealer satisfaction with automotive manufacturers on eight measurements: support provided by OEM (30%); training (12%); sales team (12%); after-sales team (11%); marketing and sales activities (11%); parts supply (10%); product (7%); and vehicle ordering and delivery process (6%). It is an effective tool to evaluate the health of the relationships between dealers and manufacturers and is also the basis for manufacturers to adjust business policies.

The 2020 study is based on responses from 2,125 dealers in 85 cities and covering 46 brands. The field work was conducted from December 2019 through March 2020.

JD Power is a global leader in consumer insights, advisory services and data and analytics. Those capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe. For more information, please visit china.jdpower.com or stay connected with us on JD Power WeChat and Weibo.

 

Media Relations Contacts

Damon Liu; JD Power; China; +86 21 8026 5721; [email protected]

Geno Effler; JD Power; Costa Mesa, California, USA; 001-714-621-6224; [email protected]

 

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

 

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Vehicle Service Reservations Don’t Always Improve Appointment Efficiency, JD Power Finds

2019-10-08

jdp-root

BEIJING: 10 Oct. 2019 — Even though 72% of car owners in China make an appointment before visiting a dealership for maintenance, the experience is not as fast and smooth as customers expect, according to the JD Power 2019 China Customer Service Index (CSI) Study,^SM released today.

The study finds that 28% of car owners have difficulties making an appointment. The most common problems are preferred time not available; reservation conditions are restrictive; and the reservation system is difficult to use. After arriving at the dealership, customers cannot fully enjoy the convenience of reservation either—they have to wait 23 minutes before service begins, which is two minutes longer than customers without a reservation. The study also shows that 41% of customers who make an appointment before visiting the dealer expect to be able to schedule the service at their preferred time and 40% expect service to start immediately after arriving at the dealership.

“Reservations are designed by dealers to carry out various work orders and complete the service process as quickly as possible but the customer experience reflects that the reservation system does not work perfectly,” said Eileen Ren, Vice President of Digital Customer Experience at JD Power China. “Authorized dealers still need to focus on the optimization of resource allocation to deliver the seamless experience from reservation to service completion.

Compared with authorized dealers, non-authorized dealers are more efficient in providing vehicle service. The percentage of customers who indicate the service started immediately after arriving at non-dealers is 15% higher than customers at dealers. Additionally, the overall length of the service at non-dealers is 18 minutes less than at dealers.

“Although authorized dealers display a remarkable advantage in service quality, the efficiency is one of the weaknesses,” Ren said. “Improving reservation service and the efficiency through the whole service process are likely to reduce customers turning to non-dealers.”

Following are additional findings of the 2019 study:

• Both driving mileage and service frequency dropped: The monthly driving mileage of car owners has declined by 18% from 2018 and visiting frequency to dealers has dropped 17% to 2.8 times vs. 3.4 times in 2018. The decline is highest (25%) among customers born between 1980 and 1984.
   
• Owners increasingly turn to non-dealers: In 2017, owners visiting non-dealers for service for the first time happened in the 17^th month after purchase but, this year, the first visit to non-dealers has advanced to the 15^th month of ownership.
   
• Gap between mass market and luxury brands narrows: Overall satisfaction for the industry is 736 (on a 1,000-point scale), while the gap between luxury brands (751) and mass market brands (733)  has shrunk 18 points. In 2018, the gap was 56 points.
   
• Be cautious in recommending additional services: Recommending additional service is one of the sales tactics for dealers to increase revenue on each visit. However, if the recommendations cannot meet the real needs of customers, nearly 20% will be rejected and the customer satisfaction will decrease as well.

Study Rankings

Audi ranks highest in customer service satisfaction among luxury brands with a score of 788. Land Rover ranks second with a score of 760.

Dongfeng Yueda Kia ranks highest in customer service satisfaction among mass market brands with a score of 760. Beijing Hyundai (755) ranks second and GAC Honda (754) ranks third. GAC Trumpchi (752), Geely (750), WEY (744) and BAIC Senova (743) are the four domestic brands to rank among the top 10 mass market brands.

The China Customer Service Index (CSI) Study, now in its 19^th year, delivers a comprehensive analysis of vehicle owners’ service experiences and measures customer satisfaction with their dealer service by examining five key measures: service quality (22%); service initiation (21%); service facility (20%); service advisor (19%); and vehicle pick-up (18%).

The 2019 China Customer Service Index (CSI) Study is based on responses from 35,718 vehicle owners in 71 major cities who purchased their new vehicle between January 2015 and June 2018. The study was fielded from January through July 2019.

JD Power is a global leader in consumer insights, advisory services and data and analytics. Those capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe. For more information, please visit china.jdpower.com or stay connected with us on JD Power WeChat and Weibo.

Media Relations Contacts

Shana Zhuang; JD Power; China; +86 21 8026 5719; [email protected]

Geno Effler; JD Power; Costa Mesa, California, USA; 001-714-621-6224; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

 

 

One-Fourth of Vehicle Shoppers in China Stop Shopping before Visiting Dealership, JD Power Finds

2019-09-18

jdp-root

SHANGHAI: 19 Sept. 2019 — The competition for new-vehicle sales starts even before shoppers visit the dealership. More than one in four potential buyers reject a brand when searching vehicle information or communicating with dealers before visiting in person, according to the JD Power 2019 China Sales Satisfaction Index (SSI) Study,^SM released today.

The study, now in its 20^th year, measures satisfaction with the sales experience among new-vehicle buyers and rejecters, who are defined as those who shop a dealership but purchase elsewhere. According to the study, although the majority of buyers are “lost” after visiting the dealer, the percentage has dropped to 74% this year from 90% in 2017, while customers lost before visiting the dealership in person has increased to 26% from 10% in the same time frame.

Before visiting the dealer, among shoppers who do not have a clear idea of what vehicle to purchase, the decision is easily affected by factors such as first impression; price; and others’ opinions. The three main reasons rejecters stop the vehicle purchasing process is because the brand/model does not meet their needs; the brand/model is too expensive; and the brand/model has many negative reviews.

“Consumers’ purchase decision is formed in the very beginning of their purchase behavior. Offering consumers with opportunities such as test drive at their initial decision-making phase, could enhance consumers’ understanding and experience of the vehicle, increase brand favorability and credibility, and then avoid the customer loss caused by price or negative comments,” said Eileen Ren, Vice President of Digital Customer Experience at JD Power China.

The negative effect of pre-visit communication with the dealership is another reason for customer loss, including the salesperson not understanding the vehicle buyers’ needs completely; the salesperson applying too much pressure; the dealer staff being rude; and the price is not transparent.

” Acquiring vehicle information through various communication channels is a direct way for customers to quickly understand the product. Improving the response speed and shopper experience in pre-visit communications could not only help avoid customer loss but also offers a good opportunity to effectively identify customer demands and then ease the pressure of in-store sales service, improving sales,” said Ren.

Following are additional findings of the 2019 study:

• Luxury brands sales satisfaction is significantly higher than mass market brands: Overall sales satisfaction this year is 677 (on a 1,000-point scale). Luxury brands (701) perform much better than mass market brands (672). Chinese domestic brands (666) have the lowest sales satisfaction compared with other brands.
• Satisfaction with OEM-owned online information channels is higher: Although customers rely less on OEM-owned online information channels than third-party online channels for pre-purchase research, they are more satisfied with the former (12 points higher), especially in terms of vehicle information display.
• Third-party car purchasing platforms reflect a positive effect on customer experience: Third-party platforms play important roles in brand/model decision; negotiation/agreement on contract prices; and vehicle delivery support. In addition, customer satisfaction among those who purchase vehicles through third-party platforms is 23 points higher than among those who purchase vehicles at dealerships.

Study Rankings

For a seventh consecutive year, Audi ranks highest among luxury brands with a score of 750. Porsche ranks second with a score of 705.

Beijing Hyundai and GAC Honda rank highest in a tie among mass market brands, each with a score of 689, followed by Changan Ford at 686. GAC Trumpchi (677) is the highest-ranked Chinese domestic brand.

The JD Power 2019 China Sales Satisfaction Index (SSI) Study measures sales satisfaction among new-vehicle buyers and rejecters. Buyer satisfaction is based on six measures: online experience (15%); salesperson (19%); dealer facility (19%); deal (16%); paperwork (15%); and delivery process (17%). Rejecter satisfaction is also based on six measures: online experience (20%); dealer facility (21%); variety of inventory (22%); salesperson (17%); price fairness (11%); and negotiation (11%).

The 2019 China Sales Satisfaction Index (SSI) Study is based on responses from 23,197 vehicle owners in 75 major cities who purchased their new vehicle between July 2018 and May 2019. The study was fielded from January 2019 through July 2019.

JD Power is a global leader in consumer insights, advisory services and data and analytics. Those capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe. For more information, please visit china.jdpower.com or stay connected with us on JD Power WeChat and Weibo.

Media Relations Contacts

Shana Zhuang; JD Power; China; +86 21 8026 5719; [email protected]

Geno Effler; JD Power; Costa Mesa, California, USA; 001-714-621-6224; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

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