China Automobile Customer Satisfaction Survey

China Automobile Customer Satisfaction Survey CAACS

Automotive industry sales growth spurt in a few years later, facing a major problem that is rapidly increasing for car ownership provides high-quality match service. Automotive after-market services standardization and quality control for the sound development of the industry play a direct and crucial role. Specification, integrity, and efficient automobile market will become the majority of automotive consumers the ultimate beneficiaries. Customer Satisfaction is the evaluation of the development of China's automobile industry an important indicator. Service satisfaction survey with the majority of automotive consumers through communication, the majority of automotive consumers obtained from first-hand information to help management understand the current industry level of service the automotive industry and the actual situation, both for the automotive manufacturing companies to provide improved service levels to enhance an important basis, and provide consumers with spending guidelines.

China Automotive Repair Association, vice president of China's auto after-sales service cover side project Kahn customer satisfaction survey (CAACS), by the China Automotive Maintenance Industry Association commissioned by the Ministry of Transport's Republic of China, China-based car service satisfaction standards, 50 major cities in the country for car 4S system service customer satisfaction survey research, the English full name China Automobile After-sales Customer Satisfaction (CAACS).

China Automobile Customer Satisfaction Survey CAACS standard Kahn conference after years of development, China's auto market after the law's role in the market, gradually become standardized, and enhance market competitiveness of the period. In order to allow consumers to better understand and recognize the car service car normalized relations to each user's personal interests, more active participation of a wide range of automotive after-market regulation and management in an effort to promote the automotive after-market and the sound development of the industry, China's auto repair industry association launched a special service for the Chinese car customer satisfaction standard of social promotion.

China Automobile Customer Satisfaction standards through pre-prepared to fully research, in industry management from government departments, automotive industry experts, car experts, China Consumer Association, Peking University, Renmin University and other academic research institutions and Sinotrust, zero professional market research companies such as project guidance and the Committee of Experts on the basis of repeated demonstration, the Chinese Ministry of Transport has been the official web site publicity, transportation included in the 2010 industry standard project planning, project No. JT2010-02.

After a well prepared early in the industry from all levels of government support and management committee of experts under the guidance of the first Chinese auto sales service customer satisfaction survey in 2009 Kahn (CAACS) project was officially launched in the fourth quarter of 2009, and in April 2010 Beijing International Auto Show during the first release of data within the industry.

2010 Kahn survey on October 12, 2010 was officially launched, the annual sample of 28,050 copies, samples were related to the country's 26 provinces and 50 major cities, covering all major car brands now market and model, all samples will perform one to one interviews . Kahn insisted the investigation by the local service industry, management and implementation of leading industry associations, to reflect the objective and impartial investigation. 2010 annual survey results in April 22, 2011 Shanghai International Automobile exhibition by the Chinese automotive repair industry association official release of the whole society.

Kahn research project focused on brand auto manufacturers 4S system is the domestic auto service satisfaction study sample the most detailed survey of the largest sample survey. First Kahn survey CAACS data results impartiality, objectivity and fairness to get the majority of car manufacturer's full approval.

CAACS Kahn survey content

China's auto after-sales service customer satisfaction program (CAACS) mainly from the latitude to assess the following six brands 4S shop service:

 normative: assessment of the brand management department 4S stores to comply with provisions of the industry

 openness: 4S shop brand in the price evaluation, and maintenance projects during the openness of the consumer

 humanity: assessment of brand attitude and 4S stores in the provision of services to consumers on the degree of humanity

 convenience: assessment 4S store brand customers to shop in the maintenance of traffic and the convenience of waiting time

 professional: 4S store brand assessment and maintenance of skills in the professional quality of the situation

 reasonable fee: 4S store brand assessment billing and accessories in the price of working hours and other aspects of customer satisfaction

Appendix: 2010 China's auto after-sales service customer satisfaction survey ranked Kahn

2010 China's auto after-sales service customer satisfaction survey CAACS Kahn

Joint Venture top 10 brands

Guangzhou Toyota

Guangzhou Honda

Audi

Dongfeng Honda

Shanghai Volkswagen

BMW

FAW Toyota

Dongfeng Peugeot

Nissan

Changan Mazda

Top six domestic brands

SAIC MG

SAIC Roewe

Chery

FAW Pentium

BYD

Haima

Top six imported brands

Lexus

Eulogize

Audi imports

Import BMW

Infiniti

Import Volkswagen