According to China Association For Quality, the New Energy Vehicle Industry User Satisfaction Index (NEV-CACSI) was 78 points (out of 100 points), which is 1 point lower than that of traditional combustion engine vehicles.
The evaluation results show that the pure electric vehicle user satisfaction index was 78 points, the highest level recorded, an increase of 1 point year-on-year, growing for the fifth consecutive year. The plug-in hybrid vehicle user satisfaction index was 80 points, the highest level in six years, exceeding traditional combustion engine vehicles for the first time, up by 1 point year-on-year. As for the plug-in hybrid vehicles, the joint venture brands index is significantly better than that of independent brands. For pure electric vehicles, new car manufacturers NIO
, WM Motor
and Tesla lead the index.
Xia Bin, Research Director and CACSI, pointed out that: "Although the new energy vehicle satisfaction index has been close to the level of traditional combustion engine vehicles, the gap, in reality, is still rather large. The main reason behind it is the rising number of customer complaints, which seriously affects the transformation from 'satisfied customers' to 'loyal customers.' The NEV enterprises should reduce the customer complaint rate and product failure rate, and effectively solve the pain point of user experience."
Simultaneously, the evaluation data shows that pure electric vehicles' complaint rate was recorded at 20.5%, an increase of 5.3 percentage points year-on-year. The complaints mainly focus on issues such as battery life, inconvenient charging and battery safety. The complaint rate of plug-in hybrid vehicles was 20.2%, which was 4.6 percentage points higher than that of petrol vehicles.