Decline in self-owned brand complaints

Completion rate of complaint processing in Beijing in 2012 was 82.30% (including complaints in the state of satisfaction), which was a significant drop from 96.46% last year. In Beijing complaints in 2012, the completion rate of joint venture brands was 83.98%, the completion rate of independent brands was 83.02%, the completion rate of European and American brands was 62.50%, and the completion rate of Japanese and Korean brands was 0. It seems that European and American brands and self-owned brands pay more attention to complaints, and the Japanese and Korean brands are mainly due to the small amount of complaints that they have not dealt with. Therefore, the resolution rate is zero.

43.25% of the complaints can be answered by the company within one week, 13.69% of the complaints can be replied within half a month. These figures indicate that most of the relevant companies can handle the complaints promptly and coordinate with the owners, and timely The complaints were submitted to the Auto Complaint Network; however, the number of complaints about the status of enterprises was 17.70%. Compared with the same period in 2011, the processing efficiency has declined.

Engines, transmissions, etc. are the main complaints

According to reports, only 51.64% of the complaints were for quality problems; 21.17% were for services only; 27.91% complained about quality and service. In the actual case, most of the complaints that are generated at the same time for service and quality are caused by quality problems. Therefore, how to improve the product quality should still be the top priority for the company.

In the complaints concerning the quality of automobiles, engines, transmissions, bodywork and electrical appliances are the main complaints. The amount of complaints from the engine accounted for 25.55% of the total complaints in Beijing, which mainly related to abnormal engine noise, leakage, difficulty in starting, high fuel consumption, and unstable idling speed, which was a slight drop from 26.20% in 2011. The volume of complaints concerning bodywork and electrical appliances accounted for 25.55% of the total complaints in Beijing. It mainly related to other accessories, imperfect seals, and failures of doors and windows. The volume of complaints in the gearbox accounted for 24.27% of the total complaints in Beijing. The main complaints this year focused on abnormal noises, shifting difficulties, and jumping gears.