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[本刊讯]近日,2014年度中国汽车售后服务客户满意度调查(CAACS,简称卡思调查)结果发布。2014年度中国汽车售后服务客户满意度总体得分85.53分,较上一年略有下降。2014年品牌4S店售后服务客户保持率(71%)和推荐率(57%)继续下滑。随着汽车维修行业稳定发展,维修保养水平趋向均衡,4S店不再是广大车主唯一选择,客户逐渐流向了交通位置便利和价格优惠的快修连锁店、汽修厂,尤其是购车3年以上的客户4S店售后流失比例达41%以上,且随着购车年限增加而稳步上升。研究发现提升客户
Recently, the 2014 China Automotive Service Customer Satisfaction Survey (CAACS, referred to as CASS survey) results released. The overall customer satisfaction score of China’s automotive after-sales service in 2014 was 85.53 points, a slight decrease from the previous year. Customer service retention (71%) and recommendation rate (57%) of the brand 4S shop in 2014 continued to decline. With the steady development of the automotive maintenance industry, maintenance level tends to be balanced, 4S shop is no longer the only choice for the majority of owners, customers gradually flow to the convenient traffic location and fast-repair chain stores, auto repair shop, especially car more than 3 years Customer 4S shop after-sales loss ratio of 41% or more, and with the increase in car sales and steadily increased. Research finds customer improvement