In 2023, the user satisfaction of China's new energy vehicle industry was 80 points (out of 100 points), down 1 point year-on-year, and the first decline in nine years. Among them, the user satisfaction of pure electric vehicles was 79 points, down 1 point year-on-year; User satisfaction of plug-in hybrid vehicles was 80 points, down 1 point year-on-year. On December 2, the China Association for Quality released the results of the 2023 China New Energy Vehicle Industry User Satisfaction Index (NEV-CACSI) in Beijing.
The obvious decline in brand image and perceived quality is the main reason for the decline in the satisfaction level of new energy vehicle users. The evaluation data show that brand image and perceived quality are the main driving factors affecting the satisfaction of new energy vehicles. In 2023, the brand image of China's new energy vehicles scored 81 points, down 0.9 points year-on-year, and the perceived quality of China's new energy vehicles scored 80.4 points, down 0.5 points year-on-year.
In terms of product quality, automobile quality reliability and performance design satisfaction have decreased significantly. In 2023, the quality reliability satisfaction of new energy vehicles scored 79.5 points, down 1.8 points from the same period last year. Among them, the quality reliability satisfaction of pure electric vehicles was 79.2 points, down 2 points year-on-year;The quality reliability satisfaction of plug-in hybrid vehicles was 80.4 points, down 1.3 points year-on-year. The quality reliability scores of new energy vehicle driving, steering and braking, interior and intelligent networking systems are low. In 2023, the performance design satisfaction of new energy vehicles scored 78.9 points, down 0.8 points from the same period last year. Among them, the satisfaction of pure electric vehicle performance design was 78.8 points, down 0.7 points year-on-year; Plug-in hybrid vehicle performance design satisfaction score of 79.4 points, down 1 point year-on-year. The performance design satisfaction scores of new energy vehicle audio entertainment navigation, intelligent network connection, driver's seat, instrument panel and body interior are relatively low.
In terms of service quality, sales service and after-sales service satisfaction decreased. In 2023, satisfaction with sales and service of new energy vehicles scored 79 points, down 2 points year-on-year. The after-sales service satisfaction of new energy vehicles scored 78 points, down 2 points year-on-year.
The relevant person in charge of the China Quality Association said that in recent years, China's new energy vehicle market has shown an explosive growth trend, and consumers' acceptance of new energy vehicles has been increasing. However, with the increasingly fierce market competition and the continuous improvement of consumers' requirements for product quality and service, users will pay special attention to the problems in the experience process, and the complaint rate will be at a high level, and the satisfaction of the entire industry is facing great pressure and challenges.
The number of failures of 100 new energy vehicles continues to rise. In 2023, 100 new energy vehicles broke down 131 times, an increase of 33 times. Among them, the failure times of 100 new cars of pure electric vehicles were 132, and the failure times of 100 new cars of plug-in hybrid vehicles were 129. With the increase in the number of failures, the complaint rate of new energy vehicle users is also at a high level. In 2023, the user complaint rate of pure electric vehicles is 20%, and the user complaint rate of plug-in hybrid vehicles is 19%, which is 4 percentage points and 3 percentage points higher than fuel vehicles, respectively.
The system with the highest number of failures is the intelligent network system. The five systems with the highest number of failures of pure electric vehicles in 2023 are intelligent networking (41 times), driving, steering and braking (18 times), interior (14 times), body appearance (13 times), and battery (13 times).
These five systems account for about 74% of the total number of failures. In 2023, the five systems with higher failure times of plug-in hybrid vehicles are intelligent network connection (43 times), driving, steering and braking (16 times), interior (13 times), body appearance (13 times), and battery (9 times), and the failure times of these five systems account for about 71% of the total.
The problem with the highest number of failures is the heavy odor of the interior. The main faults and problems that pure electric vehicle users complain about are heavy interior odor, large wind noise, large tire noise during driving, automatic parking failure (problem), abnormal attenuation of driving range, blind zone monitoring (parallel assistance) failure (problem), other driving assistance function failure (problem), active brake collision prevention system failure (problem), brake abnormal noise, and body light when driving Show shaking (shaking).
The main faults and problems that plug-in hybrid car users complain about are heavy interior odor, high wind noise, high tire noise while driving, automatic parking failure (problem), active brake collision prevention system failure (problem), blind zone monitoring (parallel assist) failure (problem), engine noise/noise, other driving assistance function failure (problem), lane keeping assist/departure pre-warning Alarm system failure (problem), vehicle intelligent voice assistant failure (problem).
