According to the statistical data of China's leading car quality information platform for defective automobile product collection, there were 170 compact cars that had at least one vehicle owner complaint in 2017, and the total number of complaints was 21,045, an increase of 12 models compared to 2016. The number of complaints increased by 1,811, an increase of 9.4% year-on-year. Among them, most of the top ten in the list are joint venture brand models. After removing the complainant’s voluntary application for withdrawing the information, the domestic compact car complaints for 2017 were ranked as follows:
According to the data of the CSC, in 2017, domestic car sales reached 28.887 million vehicles, an increase of 3% year-on-year, and the total volume hit another record high, ranking first in the world for nine consecutive years. As the compact car market that has always been popular in China, due to the explosive growth of the SUV market, sales volume fell 7% from 2016, but it did not change the domestic passenger car market structure, and consumers’ buying desires are still ahead of Other models. However, judging from the increasing volume of complaints on compact cars from 2010 to 2017, companies still have to strive to improve product quality and service levels.
Specific to the compact car complaints list in 2017, among the models with more than 100 complaints, joint venture brands still accounted for the vast majority, but compared with the 2016 list, the ranking of compact car rankings has changed significantly. Among them, FAW-Volkswagen Bora has been pushed to the top of the list of complaints for compact cars due to its design deficiencies. It can be seen that, although some problems are less than the engine failure, steering failure, brake failure and other potential safety risks, but if manufacturers and 4S shop service can not keep up, do not pay attention to the owner's appeal, will also lead to more serious customer complaints. In addition, "transmission abnormal sound, setback" has become the most concentrated in the compact car complaints in 2017 the two major points of failure, causing some impact on the ride comfort of the vehicle, which led to dissatisfaction with the majority of owners.
Data point of view:
1, the proportion of simple quality problems continued to decline, owners increasingly value services
According to the quality data of the car network, quality issues are still the focus of complaints in 2017, but the proportion of complaints of simple quality problems has dropped to 77%. In contrast, the proportion of complaints on comprehensive issues has increased significantly from 2016, an increase of 6 percentage points. Based on the above complaints analysis, the current domestic auto complaints issue is showing a diversified trend, and the level of service is increasingly being valued by domestic car owners.
Judging from the proportion of complaints related to the eight compact cars in 2017, the number of body accessories and electrical appliances showed a trend of obvious increase, and the number of complaint points for complaints increased by 3,291 compared with 2016, a growth rate of 38.3%. In addition, the number of fault points for complaints about gearboxes, front and rear axles, suspension systems, and steering systems has also increased significantly, with an increase of 753, 637, and 571 respectively from 2016. In contrast, the complaint point of the engine of the compact car engine was significantly reduced compared to 2016, with a drop of 20.5%.
2. The proportion of complaints from joint-venture brands rebounded. Import brands have declined for four consecutive years
The 2017 complaint data showed that the joint venture brand became the main complaint body of the compact car, and the related complaints amounted to 13,894 cases, which accounted for 66.2% of the total complaints, an increase of 0.25 percentage points from 2016. In contrast, the proportion of complaints for autonomous and imported brand compact cars in 2017 all showed a downward trend compared with the previous quarter, in which the proportion of imported brands has continued to decline for four consecutive years.
Judging from the complaints from various countries, the number of complaints against self-owned brands and US-branded compact cars still stands out, among which the self-owned brands exceeded 7,000 complaints, accounting for 33.42% of the total. Specific to the point of failure, in 2017, complaints related to self-owned brands were mainly concentrated in “different configurations of the same model,†“abnormal shock absorbers,†“transmission setbacks,†“transmission abnormal sounds,†and “rusted bodiesâ€. On the issue, the number of complaints exceeded 650 cases. The problems exposed may be due to the “shortcomings†of the self-owned brand.
The U.S. brand compact car complaints are mainly reflected in the "dashboard cracking," "transmission abnormal sound," "gearbox setback," and other types of problems, of which the dashboard cracking problems up to 779 cases, become individual American brands One of the most common problems with compact cars.
It is worth mentioning that in 2017, the number of complaints against German brands increased significantly compared to 2016, with a year-on-year increase of up to 73.3%. The main complaints were mainly “storage box failures†and the number of complaints was as high as 1099, which accounted for the total amount of German related products. 36.2%. The problem is that owners worry that the exhaust pipe will burn the trunk damper plate, and there may be hidden dangers of spontaneous combustion. Since the manufacturers have issued relevant plans in a timely manner, at present, this turmoil has subsided.
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