JDPower: China's sales service satisfaction ranking in 2023

Recently, JD Power released the 2023 China Sales Service Satisfaction StudySM (SSI) report. The study shows that the sales service satisfaction of luxury brands and mainstream brands is 765 points and 752 points respectively. Among them, the sales service satisfaction advantage of luxury brands has further expanded. In addition, the service satisfaction of new energy vehicles is better than that of fuel vehicles.

Among them, in the ranking of luxury car brands, Porsche, Audi and BMW all reached the average level of luxury brand service satisfaction. Porsche ranked first in the luxury car brand sales service satisfaction list with 772 points.

In the ranking of mainstream brands that are more closely related to us, there are 8 brands that reach the average level, among which most of them are from Japanese joint ventures.

GAC Honda retained the top spot on the list with 763 points, while Dongfeng Honda, GAC Toyota, FAW Toyota and Dongfeng Nissan ranked 2nd to 6th respectively. Buick ranked second on the list, with satisfaction scores of 762 points each.

It is worth noting that the last five brands in terms of satisfaction are all domestic brands, with Chery's sub-brands Jetour, Wuling and Dongfeng Fengshen taking the last three places. There is still room for improvement for domestic brands in terms of customer sales satisfaction.

In addition, in the ranking of Chinese independent brands, Changan Automobile and GAC Trumpchi tied for first place in sales and service satisfaction, both with a satisfaction score of 750 points, and Geely Automobile ranked third with a score of 749. As for other brands, Chery, FAW Hongqi, Tank, Haval, and FAW Bestune also scored above the average.

According to reports, this China Sales Service Satisfaction Study collected feedback from approximately 25,000 car owners who purchased new cars between June 2022 and March 2023.

The sales service satisfaction index is composed of the car-buying customer index and the defeated customer index. The car-buying customer index includes seven factors: online experience (14%), communication before entering the store (9%), reception at the store (14%), viewing the car in the store (15%), test driving (10%), transaction process (16%) and delivery process (22%).

The defeated customer index includes six factors: online experience (23%), communication before entering the store (20%), reception at the store (21%), viewing the car in the store (15%), test driving (11%) and bargaining experience (10%). The sales service satisfaction is calculated using a 1,000-point system.

Zikuai Technology