In general, cart users pay more attention to after-sales service than carts.
As a production tool, the use cost of a commercial vehicle after purchase largely determines the overall value of a commercial vehicle. Therefore, after-sales service is particularly important, but the "Pearl River Delta Automotive Consumer Market" has been entrusted by this newspaper to the Guangzhou Ark Market Research Corporation. According to the research report, the situation is not as expected. The survey report formed after a month of time shows that in the process of brand selection, light-card users pay less attention to after-sales services, and heavy-duty trucks are used for long-distance transportation. Therefore, heavy-duty users are particularly concerned about off-site and inter-provincial services. The bus's warranty period is relatively long, so it is relatively concerned about the extension of the warranty period. In general, the cart users pay more attention to the after-sales service than the carts. They believe that the brand's protection is even greater than the brand's pursuit of passenger cars, Futian, Liberation, Dongfeng, Jinlong and Yutong and other major brands of after-sales service In particular, consumers' trust.
I believe brand protection
The survey report shows that during the purchase of commercial vehicles, consumers mainly based on word of mouth from friends and peers, as well as publicity materials inquiries, initially delineated several brands that are relatively satisfied, and then went to the car sales site to experience the performance of the engine. The safety and comfort of the driver's cab, the appearance of the vehicle, consultation with the price and fuel consumption, and other technical parameters, and then understand the relevant car procedures and after-sales service.
In the process of brand selection, consumers have a rough understanding of after-sales service and low attention to after-sales service. They believe in brand protection, believe that brand awareness is high, and after-sales service is not bad. The level of after-sales service of each brand is not much difference, there is no need for much attention, there are many maintenance workshops, and it is not necessary to go to the brand service station for maintenance.
In general, when the respondent described the process of selecting a brand, little reference was made to after-sales services, especially to new users. Newly-purchased users in the brand selection process, the main energy will be on the performance of the engine, the cab's operability and other performance.
Most desired care services
Some of the interviewees stated that during the warranty period, the service station will contact them to inquire about the use of the vehicle, such as reminding them to change the engine oil, etc., or provide a hotline so that consumers can consult at any time during breakdown or confusion, and most of them are interviewed. The hope is that service stations can strengthen their contact and communication with them. It can be seen that although the current service stations of all brands have done caring services such as tracking, reminding, and telephone consultation, due to the fact that the respondents are particularly concerned about this type of service, they still have insufficient efforts and have higher requirements for such services. Respondents suggested that they would like to increase the number of associations or trainings, both to strengthen the contact between peers, and to understand professional knowledge.
Major Truck Brand Survey Feedback
Futian
Longer warranty period
Maintenance environment is relatively clean and standardized
Maintenance equipment is relatively new and advanced
Repair parts are relatively cheap
Because there are many types of accessories, it takes a long time for accessories.
Special maintenance shop has a weak professional maintenance technology
liberation
Service network more
Technical staff is more professional
Service personnel are more humane and considerate
Due to the old brand, maintenance technology is guaranteed
24-hour maintenance assistance
Achieve the promise of maintenance time
Some repair station equipment is obsolete
Isuzu
Service network distribution more service personnel
Four-wheel alignment detection system, find fault more accurately
Repair speed is faster
Full supply of accessories
Tracking service
Maintenance personnel undergo uniform training and dress is more formal
Dongfeng
Old brand, maintenance technology is guaranteed
24-hour maintenance assistance
Achieve the promise of maintenance time
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