(see Finance, October 20, 2022) Consumer Insight and Market Research firm J.D. Power | official release of JundiResearch on customer experience value of 2022 China New Energy vehicle^SM(NEV-CXVI). Research shows that in 2022, the overall score of China's new energy vehicle customer experience value index is 796 points, and the independent new power brand is 806 points, which is in the leading position in the industry.

This year, J.D. Power launched China New Energy vehicle customer experience value Research (NEV-CXVI) for the first time. The study used the customer experience value Index (CXVI) to measure the full journey experience of new energy car owners with an ownership period of 2-12 months. At the same time, the study released the new energy vehicle customer experience value index (1000-point system), and the score was based on different customer groups to evaluate the indicators of the three experience stages of car purchase, car use and service.

The research shows that among the manufacturers' camps, the customer experience value index of independent new forces is 806 points, which is 10 points higher than the industry average, and is in a leading position in car purchase, car use and service. International brands followed with 802 points, while traditional independent brands were slightly lower than the industry average with 792 points. Among them, the leading advantage of independent new forces in service experience (809 points) is the most obvious, leading international brands and traditional independent brands by 16 points and 23 points respectively. The study also found that in the car owner's whole journey experience, the car use stage experience (806 points) is the customer's peak experience in the whole journey, while the car purchase stage experience index score is only 788 points, ranking the last among the three experience stages. there is still a lot of room for improvement.

Here are other findings of the study:

• New energy car buyers prefer to get information through online channels:When obtaining vehicle information, new energy car buyers use more online channels than fuel car buyers, especially the manufacturer's official APP and video websites. Compared with fuel car buyers, 16% of new energy car buyers use the automaker's official APP to obtain information, 4.1 percentage points higher than fuel car buyers, while new energy car buyers who use video websites and their APP to get information account for 11%, 3.5 percentage points higher than fuel car buyers. In terms of content, new energy car buyers pay more attention to the introduction of new technologies and third-party evaluation.
• The car experience has declined significantly with the extension of the car ownership period, and the long-term management of the experience needs to be strengthened:The car experience index of new energy car owners after owning a car for two months and six months is 820 and 813 respectively, which is not much different, but the score of owning a car for seven months drops to 767, and there is an obvious fault in the car experience after six months of car ownership. The main reasons leading to the decline of the experience are that the service attitude of the sales staff is colder than before, there are many problems affecting the efficiency and convenience of the energy supplement link, and the car owners' rights and interests gradually lose their attractiveness.
• Brand officialAPPHelp enhance the user experience:Car owners who log on to the official APP have higher customer experience value index scores. The experience value index of car owners who log on to the official APP several times a day is 830 points, while that of car owners who log in once every 2-3 days is 782 points, with a gap of 48 points.

2022Ranking of customer experience value of New Energy vehicles in China

IdealWon the champion of customer experience value of new energy vehicles in Chinese brand segment market with 816 points.XPeng Inc.(815 points) ranked secondGeometry(813 points) andPolar krypton(813 points) tied for third place.

BMWWon the champion of customer experience value of new energy vehicles in the international brand segment market with 814 points.mercedes–Mercedes Benz(812 points) ranked secondSAIC Volkswagen(802 points) andTesla(802 points) tied for third place.