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在汽车维修技术信息公开持续推进、“互联网+”思维不断渗透等多重因素叠加的背景下,汽车后市场的生态圈愈加丰富、活跃、优化和智能。多种业态的并存,逐步打破了4S店售后服务模式“一家独大”的格局。2016年9月2日,2016年度中国汽车售后服务客户满意度调查(简称卡思调查)结果发布。结果显示,4S店的客户留置率呈下降趋势,售后服务市场继续被快修连锁等多种服务业态瓜分;在用户心目中,快修连锁体系的售后服务满意度已经超过
In the background of continuous publicity of vehicle maintenance technology information and the continuous infiltration of “Internet + ” thinking, the ecological environment of the automobile after market is more and more abundant, active, optimized and intelligent. Coexistence of a variety of formats, and gradually break the 4S store service model “a dominance ” pattern. September 2, 2016, 2016 China Automotive After-Sales Customer Satisfaction Survey (CASS) Results Announcement. The results show that the 4S shop customer retention rate showed a downward trend in the after-sales service market continues to be fast repair chain and other service segments carved up; in the minds of users, fast repair chain service satisfaction has exceeded