In order to further strengthen the protection of the legitimate rights and interests of consumers in the automotive industry and promote the high-quality development of the automotive industry, China.com launched the second edition of the China Passenger Car Customer Complaint Monthly Ranking List (January 2022) based on the big data support of the China Net Automotive Quality Complaint Platform (https://315.auto.china.com.cn/zlts.html).
Compared with the first monthly list, the second monthly list of China.com's automotive quality complaint platform is obviously more "eye-catching". Judging from the case closure data, the monthly case closure rate of Chinese passenger cars in January 2022 was the highest at 100%, and four car companies achieved 100% closure. In contrast, only BYD and SAIC-GM-Wuling achieved a case closure rate of more than 70% in the first issue of the list. In addition, as many as 8 car companies in China achieved a 100% response rate per month in January 2022, an increase of 2 compared with the first phase.
The China Net Auto Quality Complaint Platform has made great progress in building a channel for resolving automobile consumer disputes and safeguarding the legitimate rights and interests of automobile consumers, which is favored by the majority of users and the influence of the platform has also been greatly improved. In order to better solve the complaints of car owners, the China Net Auto Quality Complaint Platform will continue to promote the continuous improvement of the response rate and case closure rate of car companies.
The platform has strict standards for the case closure rate to comprehensively promote the improvement of the case closure rate
It should be pointed out in particular that the China Net AutoMotive Quality Complaint Platform has very strict standards for the case closure rate, and currently only supports the complaint owner to close the case after self-logging on to the platform.
The four car companies in China that achieved a 100% monthly closing rate for passenger cars in January 2022 are: Euler, Dongfeng Xiaokang, GAC FCA Jeep and Lincoln. However, given that the domestic sales of the above-mentioned car companies are not large, and the overall number of complaints on the platform is not high, it is "not surprising" to achieve a 100% case closure rate.
Happily, FAW Hongqi's case closure rate on China's automotive quality complaint platform is remarkable. According to the data, FAW Hongqi had 7 complaints on the platform in January, of which the number of cases closed was as high as 6, and the case closure rate was as high as 85.7%. Compared with the first issue of the list, FAW Hongqi's case closure rate is less than 27%. The reporter also noted that FAW Hongqi has paid more and more attention to user complaints on the China Net Auto Quality Complaint Platform, and has also shown a more responsible attitude.
BYD, which won the 77% closing rate in the first issue, still performed well in the second issue of the list. According to the data, BYD had 28 complaints on the platform in January, and the number of cases closed was 20, with a completion rate of 69%. Although it is slightly lower than the 77% closing rate of the first period, BYD's 69% closing rate is not easy. According to statistics, a large part of BYD's complaints come from complaints caused by the popularity of DM-i models, but the problem of limited production capacity climbing, and the owner failed to pick up the car in time. With the ramp-up of production capacity, BYD will also achieve vehicle delivery faster, and it is believed that its future case closure rate will be further improved.
Dwarfed by roewe, BMW Brilliance, FAW-Volkswagen Audi, Geometric Automobile, Chery and other car companies have a case closure rate of less than 15%. The specific data are that Roewe had 12 complaints and 2 cases in January; BMW Brilliance had 8 complaints and concluded 1 case; FAW-Volkswagen Audi had 9 complaints and concluded 1 case; geometric complaints had 9 cases and concluded 1 case; Chery had 11 complaints and 1 case.
More car companies joined the ranks of 100% response rate Changan Automobile, Dongfeng Peugeot and other performance was not satisfactory
According to the list of car companies' response rates on the China Automotive Quality Complaint Platform, 8 car companies, including FAW-Volkswagen, Lynk & Co, SAIC-GM Buick, SAIC Passenger Cars, Chery Automobile, BMW Brilliance, Changan Ford, and Euler, have achieved a high response rate of 100%. Although the complaint response rate of car companies is not equivalent to the actual case closure rate, the high response rate means that car companies attach great importance to customer service satisfaction and are actively seeking to solve complaint problems with car owners.
In particular, the response rate of the imported public has soared to 97%. According to previous reports by China.com, many Volkswagen Touareg owners complained on the platform that their vehicles had problems with engine jitter caused by the aging of the foot pads, abnormal sound of the central differential and abnormal sound of the vehicle's fuel tank. Driven by the China Net AutoMotive Quality Complaint Platform, imported Volkswagen finally promised to be responsible for the above problems to the end, and expressed sincere apologies to the owners, and will properly solve the relevant problems for the owners as soon as possible, including that even if the vehicle has been insured, it will replace the new differential parts for the vehicle free of charge; replace the improved engine bracket for the vehicle free of charge to solve the problem of "engine shaking".
Compared with the high response rate performance of car companies such as Great Wall Euler, the response attitude of Changan Automobile and FAW-Volkswagen Audi is not optimistic. According to the data, the China.com Automotive Quality Complaint Platform received 17 complaints about Changan Automobile in January 2022, with a response volume of 6 cases, with a response rate of 35%; FAW-Volkswagen Audi had 9 complaints in January, with a response volume of 4 cases and a response rate of 44%; Dongfeng Peugeot had 6 complaints in January, with a response volume of 2 cases and a response rate of 33%.
China.com is a national key news website led by the Information Office of the State Council and managed by the China Foreign Languages Publishing and Distribution Bureau. As one of the leading information collection platforms for defective automotive products in China, China.com Auto Channel is committed to making positive contributions to protecting the rights and interests of consumers, supporting government supervision, and promoting the high-quality development of the industry.