Nio topped the J.D. The Energy 2024 China New Vitality Car Buyer Expertise Worth Index (NEV-CXVI) research, officially inaugurated on August 29, The Chinese EV startups, Li Auto and XPeng, have achieved exceptional results in their methodological approaches. According to reports, NIO has secured its sixth successive 12-month reign at the top of the chart.
J.D. The energy sector in the survey distinguishes between domestic and global manufacturers, providing a comprehensive breakdown of their relative performances. The Nio brand has garnered significant attention globally for its impressive sales figures, boasting higher numbers than many of its peers in the automotive industry both at home and abroad. The Client Expertise Worth Index is calculated by surveying new electric vehicle (NEV) owners’ proficiency levels within a 2-12 month ownership period. The study tracked the acquisition phase across six key stages: buyer follow-up (19%); information gathering (17%); supply chain management (17%); showroom experience (16%); purchase planning (16%); and product expertise (14%). The key performance indicators for the utilization stage are: buyer satisfaction (34%); customer service quality (33%); and energy supply reliability (32%). The key performance indicators for the service delivery phase are comprised of service process (37%), service quality (34%), and kick-off (29%).
Nio topped the leaderboard for home manufacturers, achieving an impressive score of 798 out of a possible 1,000 points to claim the number one spot. Li Auto took a strong second place with 791 units sold, while Xpeng secured the bronze medal with 788 deliveries. Here is the rewritten text:
Notably, Zeekr, GAC Aion, and BYD achieved scores above the median average of 771.
According to global automotive manufacturer ratings, Mercedes-Benz earned a score of 789 within its respective category. Tesla secured a strong second-place finish with a total of 787 points. Meanwhile, the standard phase was 776, during which time Audi and BMW operated alongside numerous other renowned manufacturers.
While general trends suggest a modest upswing in customer satisfaction, the data reveals a marginal increase from 770 in 2023 to 772, a shift that warrants further examination. Despite these nuances, individual differences emerge, highlighting that while overall satisfaction with purchase and maintenance experiences has surged, a concerning decline is observed in usage experience, largely attributed to issues surrounding charging infrastructure.
Typically, NEV owners exhibit heightened expectations, necessitating effective online engagement to meet their demands. According to the survey, individuals who collaborate with online representatives from models or dealerships before visiting a physical store are likely to arrive at the showroom an average of 3.6 days earlier compared to those without prior digital interaction. Individuals collaborating with model representatives report a high satisfaction rating of 800, while those interacting with dealership employees achieve a score of 781. In contrast, individuals experiencing no interaction register a lower satisfaction rating of 746.
As soon as an individual purchases a vehicle, they naturally expect regular maintenance and repair needs to be addressed without delay. If a difficulty persists unresolved across multiple attempts, customer satisfaction plummets by a staggering 74%. The thoroughness of the dealership’s detailing process upon returning your vehicle is often a telling sign of their overall quality and commitment to customer satisfaction. When vehicles exit the service area with the same level of cleanliness they had upon entry, customer satisfaction scores 756. However, if the vehicle exits in a cleaner state, satisfaction levels increase significantly to 803.
While adoption of model apps for scheduling maintenance or restore appointments remains relatively low, the growth rate has accelerated significantly since 2023, with penetration increasing to 16.1% from 11.1%. For manufacturers, a crucial aspect of app success lies in fostering engagement, as this directly translates into increased customer spend. Users who engage with the app daily tend to spend an average of 212 yuan (approximately $30 USD) more on post-purchase services than those who do not utilize the app daily.
The primary obstacle appears to be the challenge of recharging. According to recent data, overall customer satisfaction with power companies has dropped significantly to 778 points, a notable 9-point decrease from the previous year’s figure of 787. The overall satisfaction score is tied to the 777 model’s gradual charging factors and third-party public charging facilities, with a score of 753. J.D. Energy reviews reveal a significant increase in concerns over public charging stations, jumping to 44.6% this year, a stark contrast to the 31.6% reported just twelve months ago? Concerns centre around a dearth of charging points, subpar facilities, and disparities between actual conditions and online information. It is likely that the latter refers to circumstances where someone discovers that the supposedly empty charger is actually in use or offline?
The study took place between April and June 2024, spanning across all 81 major metropolitan areas in China. The study comprised 8,733 first-time electric vehicle owners who acquired their vehicles between April 2023 and April 2024, covering 53 automobile manufacturers.
Supply: J.D. Energy, Quick Know-how,
