According to the statistics of the leading domestic defective automobile product information collection platform Car Quality Network, in 2021, the domestic automobile complaint sales volume was 30.9 per 10,000 per cent compared with the annual average, and the value declined for the first time in nearly four years, reflecting a slight improvement in the overall reputation of domestic automobiles to a certain extent. Among them, the annual average of the sales ratio of complaints about automobile service problems (the ratio of the number of complaints about service problems to sales volume) is 5.7 per 10,000. According to the data of the Association of Automobile Manufacturers, the cumulative sales of domestic automobiles in 2021 are 20,910,057, of which there are 632 models with sales data, resulting in an average annual sales volume of 33,085 domestic automobiles. According to statistics, a total of 166 models exceeded the average annual sales of automobiles in 2021, of which 127 models were selected for their better performance than the annual average of sales of service complaints, and the specific rankings are as follows:
Judging from the changes in the sales ratio of complaints about automobile service problems in the past five years, the first four years have shown a trend of increasing year by year, and in 2020, due to the concentrated outbreak of complaints about some model service problems, the value reached the highest point in the past five years, and then the value in 2021 fell, but it was still at a high level compared with 2017 and 2018.
Judging from the proportion of the sales volume of service complaints above the average value in 2021, independent brands have become the national brands with the most models on the list, with a total of 54 models selected for the list, an increase of 8 models compared with 2020, accounting for an increase of 9.2 percentage points. The number of models listed by American brands in 2021 has increased, with a total of 12 models on the list, accounting for 1.4 percentage points higher than in 2020. In contrast, the number of models listed by Japanese brands, German brands, Korean brands and European brands in 2021 has decreased to varying degrees.
Judging from the attributes of models above the annual average in 2021, SUV has become the model category with the most models on the list, with a total of 71 models selected for the list, a decrease of 3 models compared with 2020, but the proportion increased by 2.3 percentage points. The number of MPV and mini-car models on the list in 2021 increased slightly compared with 2020, accounting for an increase of 1.2 and 1.7 percentage points respectively. In contrast, the number of compact cars, mid-size cars and small cars on the list in 2021 has decreased to varying degrees.
Data to watch
1, "can not mention the car" problem is relatively concentrated Service attitude has improved
According to the data of the car quality network, the focus of service problem complaints in 2021 has changed compared with 2020, in addition to the "inconsistency with publicity" is still at the top of the list, the complaints about the "can't mention the car" problem point have increased significantly compared with 2020, and rushed to the second position, a year-on-year surge of about 24 times. In contrast, the number of complaints about service attitudes has decreased significantly, of which the largest decline is the "manufacturer does not reply" problem point, down 81.4% year-on-year, reflecting the current auto manufacturers pay more attention to consumer demands, and can give a timely reply.
Specific to the list, the number of models on the list increased by 4 compared with the 2021 annual car complaint sales compared with the list, and the top ten models on the list changed greatly compared with the annual complaint sales list, and half of the models failed to maintain the top ten rankings. Among them, Tesla and SAIC-GM-Wuling performed eye-catchingly, with 2 models each entering the top 10 of the list. Among them, the new model Wuling Xingchen, which will be launched in 2021, won the championship with a complaint sales ratio of 0.2 per 10,000. In addition, Tesla Model Y, which once led the domestic SUV sales list, also performed well, and its service complaint volume was controlled within 10 cases, jumping to the fourth place, and the service reputation in the short term was significantly better than that of the same level of models.
2, the proportion of new energy vehicles increased, the brand of new forces has made obvious progress
Judging from the models selected for the 2021 annual service complaint sales ratio list, the number of new energy vehicles reached 13, an increase of 7 compared with 2020, and the proportion increased significantly. In particular, Changan BenBEN EV, which ranked second with Chery Tiggo 3 in the list of automobile service complaint sales ratio, is consistent with the ranking in the annual complaint sales ratio list, and has become the leader of new energy models.
In 2021, the number of new power brands in the list and the overall ranking have been greatly improved compared with 2020, the head brands Weilai, Xiaopeng and the second echelon of Nezha were all selected, of which the performance of the WEILAI ES6 model was particularly eye-catching, the annual service problem complaint volume was only 2 cases, and finally led the new car brand with a complaint sales ratio of 0.5 per 10,000, which further confirmed the advantages of Weilai in service through data.
In 2021, complaints about service problems of new energy vehicles are mainly concentrated in "inconsistent with publicity", "can't mention the car", "system upgrade problem" and "disguised charging", and the sum of complaints accounts for more than 70% of the total. Among them, the complaint of "not being able to lift the car" has soared by about 98 times compared with 2020, which also reflects that the delivery of new cars has become the biggest problem facing the current new energy vehicle market.
3, luxury brand service problems complaints are relatively large Hongqi reputation performance is relatively outstanding
In contrast, the number of luxury brand models in the list decreased by 4 compared with 2020, reflecting the decline in the importance of some luxury brands to pre-sales/after-sales service.
However, there are also some models in the list that perform well, and Mercedes-Benz GLA, which unfortunately fell off the list in 2020, ushered in a highlight moment in 2021, and the number of complaints remained at a relatively low level while sales rose significantly, ranking among the top 20. Thanks to the low number of complaints about service problems, Hongqi HS5's ranking in the service complaint sales ratio list has risen by 13 places compared with the annual complaint sales ratio list, ranking first among all luxury brand models. In contrast, mercedes-Benz GLB's performance was somewhat unsatisfactory, affected by the double impact of a sharp increase in the number of complaints about service problems and a significant decline in sales, and the sales of complaints were mediocre than the results, and the final ranking fell by 82 places. According to the data of the vehicle quality network, the service problem complaints of Beijing Benz GLB are concentrated in "promises are not fulfilled" and "service processes are not perfect", which are specifically manifested as "can't lift the car" and "system upgrade problems".