If say a car advocate the arousal of dimension authority consciousness and promotion are a slow process, so, appeared April run quickly woman's bicycle advocate dimension authority incident, the central point that yields attention of the whole people is centered quickly on car after service.
Although this matter is released in order to run quickly brand-new inn of 4S of thing of experience of 3 packets of policy, Xi'an is punished 1 million delimit on full stop, but about consumer dimension authority the topic of care of can of quality of after service of difficult, car is in however ferment ceaselessly.
Chinese car market appeared 28 years to come 2018 enjoy growth first, from " increment times " stride " the times that put an amount " . Enter 2019, in car city the abidance of cold winter falls, in car product coessential change more and more serious today, pressure of sale of car look forward to is all-time, and after service becomes a breach.
Should run quickly dimension authority incident exposes an after service of individual and luxurious brand cannot the malady with link up with of photograph of its social status, the after service quality of relevant industry catenary also begins whole car to be examined afresh.
VS of business chance of the market after -727379968 class complains heavy disaster area
According to data of statistic of the Ministry of Public Security, countrywide car retained 2018 the quantity amounts to 240 million, grew 10.51% 2017 compared to the same period, and future still will maintain rapid growth momentum. Here setting falls, as consciousness of consumer dimension authority rise, complain related the car also be in rapid growth, this among them, after service is heavy disaster area.
The countrywide disappear that releases according to Chinese consumer society assist the organization accepts car product to complain a circumstance, after service in was complained related the car 2018 occupy than highest, achieve 32.2% , and have occupy than taller and taller trend.
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What answer relatively to it is, the market after Chinese car had formed capacity of -727379968 class system. " long-term development plans in automobile industry " point out clearly, to 2025, the market after the car serves course of study to achieve 55% above in the scale of value catenary. Forecast inside course of study, to 2020, the production value of the market after our country car will break through 1.5 trillion yuan, prospective development space is vast.
"The market is the La Hai that automobile industry will grow henceforth after, high quality service is service of the market after beginning is essential. Future, industry conformity will continue, market order is increasingly normative, brand battle can replace price war and character war. " Shi Jianhua of director of committee of the market after deputy secretary-general of association of Chinese auto industry, car points out.
Prospect of the market after the car but period, the latent capacity that how digs after service adequately, innovation serves mode, seek more profit point of growths, it is a difficult problem that is placed before car look forward to and agency.
Happened April run quickly woman's bicycle advocate dimension authority incident, a lot of problem that reveals link of car merchandise after service quickly, and the weak power position with located in dimension authority process consumer, pushed where the wind and the waves are highest.
Overturn the colourful of mode of service of whole automobile industry comes, broke everybody to be opposite the inherent thinking of car after service, also give a brand-new way for exploration of all car manufacturer.
And in traditional car look forward to, also have the presence that achieves after service perfection. In 3 years short inside time from year the wide steam that sales volume accomplishs more than 500 thousand 100 thousand times passes Qi, its successful backside, have a meritorious service that comes from after service.
How does service quality upgrade below industrial structure transition?
Current, transition of construction of estate of about to give birth of automobile industry face upgrades, how to upgrade the task that serves character to become leader plant to be faced jointly already, also be the key that wins consumer reliance.
In the wide steam that held recently the service that pass Qi experiences salon to go up, wide steam passes Qi car to sell limited company client to serve ministry minister Song Yunfeng, wide steam to multiply undersecretary of ministry of Li Jianlu of minister of ministry of the quality that use a car, public relations plum Jian shared wide steam to pass Qi how to be made " the service quality of warm heart " recipe.
Wide steam passes indoor scene of Qi 4S inn
? Song Yunfeng expresses, pass Qi to be opposite " drop drop taxi pattern " rescuing service undertakes innovating upgrading. With the tradition " only store comes to help " different is, wide steam passes Qi conformity entire network to sell inn and natural resources of company of tripartite major, realize the sheet below one key, unite call, platform matchs resource automatically in real time, quick style sheet, efficient fact rescues them aid. "Although a lot of brands rolled out similar service, but throw 8000+ new cars to undertake entire network is popularized, such large investment, wide steam passes Qi is industry pioneer. Wide steam passes Qi is industry pioneer..
To form character closed circuit, wide steam passes Qi multidimensional degree build channel listen respectfully " the client's sound " , besides groovy way, add newly introduce tripartite authority the group of orgnaization survey, network news data that establishs major and own man-to-man customer face-to-face interview system, the feedback that the client the service gets guides model design, production produces segment.
The client of inn of the 4S that pass Qi after upgrading rests area
? Rely on " small letter platform " and " transparent workshop " , wide steam passes Qi to pass Qi to add cent to serve small letter platform to regard the join of client and manufacturer as the window with wide steam stage by stage, make an appointment daily, come to help wait for a service all can online communicate. According to introducing, its are at present small car of letter platform attestation advocate the amount already exceeded 920 thousand, and return grow quickly in every months, the month is active average of industry of user scale Yuan Chao (5% ) , achieve 11% .
The speed of the service and efficiency not allow to ignore likewise
Besides professional with transparency, the after service efficiency of manufacturer of brand of a few cars often also is denounced by consumer place.
In this respect, the way that wide steam travels Qi is to roll out " 60 minutes of two-men are protected quickly " and " Ban gush two hours repair quickly " service. The improvement that waits through work flow, craft and material and optimize, improved service efficiency considerably, shortened the client serves latency time. Among them, "Qi fast " the process that Ban gush overhauls a service quickly to let want ability several days to finish before, come true through making an appointment " 2 hours take a car " , brought huge advantage to the client.
"If a client appeared a few complain, complain and did not get fast settlement, so his complain and complain to be able to upgrade quickly. Inside the whole system that pass Qi, we hope to be able to build this to plant fast, of closed circuit, the mechanism that appropriate solves a problem, after including us to receive the client's telephone call, pretreatment undertakes inside 4 hours, it is apace goes reacting. " Song Yunfeng says.
In fact, run quickly woman's bicycle advocate the issue that dimension authority incident gives after service efficiency and speed to go up with respect to report, this thing is diffused, after enlarge, to running quickly the brand caused huge harm. Wide steam passes Qi to change the after service with innovation subtly, it is an example that other and own brand can draw lessons from probably.
? Every labour installed photograph like the head, make " transparent workshop " .
End at present, wide steam passes Qi to already built and operation inn of 573 accredit 4S, finished 80 4S one year in the past inn is transformed and 486 services facilities upgrades.
Investigation is spent in satisfaction of client of Chinese car after service (CAACS) in, wide steam passes Qi to be divided high 3 years continuously receive in glory Chinese brand the first, obtain satisfaction of user of 2018 year car to spend evaluation (CACSI) after service satisfaction is spent, sale service satisfaction spends own brand extra quality the first. In authoritative orgnaization J.D. The satisfaction of Chinese car sale that Power releases is spent (SSI) in findings report, wide steam passes Qi to already also had the honor to win Chinese brand two years continuously the first.
