The most authoritative organization for automotive after-sales in China, the China Automotive Maintenance Industry Association, recently released the “2024 Automotive After-Sales Service Customer Satisfaction Survey.” This survey covered 25 provinces and 45 cities across the country. Over 12,000 users participated. The results show that GAC Aion ranked first in customer satisfaction among Chinese new energy brands. BYD came in second, and NIO placed third.
“Roll prices” are hard to sustain. “Roll services” are urgent. The China Automobile Maintenance Industry Association leads the Kashi survey. This survey has run for 15 years. It significantly guides the improvement of China’s automotive after-sales service quality. It also reflects the current state of China’s automotive industry. In recent years, a price war, mainly driven by new energy vehicles, has intensified. Unhealthy competition harms both the industry and consumers. It leads to declining product quality, increased market and operational pressures, and low after-sales service satisfaction. This situation creates a negative cycle in the automotive market. The 2024 Kashi survey data shows clear trends. Domestic brands achieved an overall customer satisfaction score of 86.9, surpassing luxury brands at 86.3 and joint venture brands at 85.6. However, new energy brands lag behind with a score of 84.6. New energy brands score lower on many metrics, such as standardization, convenience, and professionalism, compared to traditional brands. The gap has widened over the past year. Traditional brands scored 84.4, while new energy brands scored only 82.5. Expert Yan Fengmin noted that new energy vehicles have strong products but weak after-sales services. This issue is currently very prominent.
Many users report issues with buying new energy vehicles. Before the purchase, they feel like “the customer is king.” Afterward, they feel abandoned. Negative comments like “I regret buying this car” and “After-sales service is a serious problem, worse than the car’s issues” are everywhere. This creates a split market. On one hand, new energy vehicle sales are rising rapidly. On the other hand, customer satisfaction is declining. Service quality problems are becoming more evident. Ignoring these issues will lead to backlash. Many new energy car companies recognize this problem. They understand that relying solely on price wars is not sustainable. They need to focus on product and service to gain long-term customer trust and support.
GAC Aion scored 86.35, surpassing NIO and BYD, known for their service. It topped the customer satisfaction list for Chinese electric vehicles. This achievement highlights its value. It signals the start of healthy competition in the electric vehicle sector, focusing on products and services. Why did GAC Aion surpass NIO and BYD in customer satisfaction? Good service relies on good products. GAC Aion uses its unique global lighthouse factory to inject high quality and personalization into its products. Its in-house research and development creates the million-mile battery and compact, high-power Quark drive. GAC Aion also leverages smart technology. In six months, it launched the Aion series, including the second-generation AION V and AION RT. These models feature advanced lidar for high-level driving assistance in the 150,000 to 200,000 RMB range. Over the past three months, more than 110,000 users experienced this technology. It benefits younger users and promotes advanced driving technology. These innovations enhance GAC Aion’s market competitiveness and improve user satisfaction.
For GAC Aion, buying a car is just the beginning. Their service stays online for life. GAC Aion focuses on enhancing the charging experience. They build a “fast and close” charging ecosystem. They have over 9,000 1000V high-voltage DC fast charging stations. This makes them the top fast-charging brand in China. GAC Aion aims to connect and serve every user directly. They offer 24-hour, one-on-one service for accident handling, emergency rescue, vehicle inquiries, and routine maintenance. Even when customers can’t pick up their cars in person, Aion provides one-on-one vehicle delivery and full custody services. The details reflect their dedication. Aion truly values its customers.
GAC Aion’s achievements are not accidental. They result from ongoing investment and innovation in products and services. As competition in the new energy vehicle industry shifts from price wars to value wars, GAC Aion’s transformation will further lead the industry into a healthier and more sustainable development phase.