As a leading domestic product collection platform for defective automotive products, Car Quality Network received a total of 50,770 complaints from owners regarding automotive products and services in 2017. The volume of complaints increased by 13.5% compared to 2016, which involved 179 domestic automobile brand sales. More than 890 models. It is worth mentioning that the volume of complaints in 2017 not only created the highest record of the complaint volume of the car quality network since its establishment, but also announced that the volume of complaints from domestic auto consumers has entered a new historical dimension. Judging from the complaint response in 2017, most car companies are paying more attention to the owners’ requests received from the car quality network, and the number of car companies with a response rate of 100% has reached 35, an increase of 10 compared to 2016. First, the total amount of complaints is a step-by-step increase in the highest amount of complaints in December In 2017, the car quality network received a total of 50,770 valid complaints, an increase of 6028 cases over 2016, once again set a new record high. However, with the continuous increase in the base number of complaints, the proportion of growth in the chain in 2017 further slowed down to 13.5%. Statistics show that since the launch of 12365auto.com, over the past eight years, more than 200,000 complaints about vehicle breakdowns and after-sales services have been collected, and this has become an important channel for complaints from domestic auto consumers. one. On a monthly basis, the number of effective complaints received by the car quality network in December 2017 was 5,592, a new monthly average of complaints, which was 17.6% higher than the same period of last year. Another high-accident month was November, and the number of complaints also exceeded 5,000. It is worth noting that complaints during the “3·15†period are not the highest point of the annual complaints, indicating that auto consumers are more rational about complaints and domestic auto complaints are showing a normal trend. Second, Guangdong, Jiangsu, and Shandong are still high-risk areas for complaints Judging from the complaint area, the top three areas with high complaints in 2017 are still Guangdong Province, Jiangsu Province and Shandong Province, and the proportion of complaints is close to 30% of the total complaints. In the quality complaints, abnormal sound and setback of gearbox, abnormal engine noise, and car odor are the main points of failure. Among service issues, service attitudes, personnel skills, and promises are not fulfilled, which are worthy of consumer attention. Third, the proportion of self-owned brand complaints has increased year by year. Relevant data show that although the proportion of joint venture brands in the total number of complaints in 2017 is still the largest, it is already less than 50%, which is a decrease of 6.2 percentage points from the same period last year. Compared with joint-venture brands, the number of complaints and proportions of self-owned brands both increased in 2017, of which the volume of complaints rose by 23.2% compared to 2016, accounting for an increase of 6 percentage points. The number of complaints from imported brands increased compared with the same period of last year. In 2007, there were 1,037 complaints, accounting for 2.1% of the total complaints. The amount of self-owned brand complaints has been increasing year by year since 2013, of which the number of complaints in 2016 and 2017 has increased significantly, and the proportion has formed a rivalry with joint venture brands. According to statistics from different countries, the number of self-owned brands in complaints in 2016 remained the highest, accounting for 48.4% of the total complaints, accounting for close to 50%. Accompanied by the rapid growth in the sales of self-owned brands, some quality and service problems have gradually surfaced, which should attract consumers' attention. Among joint venture brands, except for the decrease in complaints from law brands, the complaints of other brands in other countries are higher than those in 2016. There are different degrees of gains. Among them, the American brand has the largest increase, and the number of complaints still exceeds 10,000, much higher than other national brands. In addition, the growth rate of German brands is also very obvious, with the annual complaint volume exceeding 5,000 for the first time. Fourth, SUV/MPV complaints surge in the number of small car complaints Judging from the comparison of the model's historical data, the number of complaints in the 2017 model line is basically the same as in previous years. The number of complaints for compact cars remains at the top of the list. Comparing with 2016, the number of complaints has increased by 1811; followed by SUV models, the number of complaints has increased by 2631 compared with the same period of last year, which is a big increase; in addition, the complaints for small cars are smaller. Compared with the decrease of 288 cases in the same period of last year, the volume of complaints of the other models has increased. Fifth, the quality of the new car highlights concern From the point of view of model year models, it is found that in the three years after the new car is purchased, it is a high-incidence period for complaints. The quality of the new car is one of the important issues that cannot be ignored in the current auto market. After comparing with the model year data of the 2016 model, the number of complaints for the 2016 model and the 2017 model increased significantly, which was an increase of 5,480 and 7,575 cases respectively from the same period of last year, while the number of complaints for the 2015 models decreased compared with last year. In addition, the number of complaints for new cars (2018 models) amounted to 307, and the quality of new cars is becoming increasingly prominent and worthy of attention. From the refinement to the distribution of the first failure time, it can be seen that the vehicles accounted for the highest proportion of failures occurring in the first 1-3 years, accounting for 26% of the total; the number of complaints that occurred within one month of failure also exceeded 10,000, accounting for 21%, the quality of new cars is still very serious and needs to be solved. Sixth, the increase in quality complaints slowed down the comprehensive issue gradually highlighted The types of complaints are divided into three parts: quality issues complaints, service issues complaints and comprehensive problem complaints. In the complaints received by Car Quality Network in 2017, the number of complaints on pure quality issues was still far greater than the complaints on service issues and complaints on comprehensive issues. In the past five years, the number of complaints continued to increase, but the increase rate tends to slow down. In 2017, the number of complaints on quality issues increased by 6.6% month-on-month, and complaints on service issues increased by 17.6%. It is worth noting that the comprehensive complaints have increased by 66.4% month-on-month, which shows that the current auto consumer complaints gradually form a diversified trend. VII. Concentration of Body Accessories and Appliances, Engines and Transmissions Statistics show that complaints about quality issues in 2017 are still concentrated in the engine, transmission and body accessories and electrical parts. Among them, a total of 28,054 vehicle body accessories and electrical system complaints were received in 2017, an increase of 8411 over the same period of last year. Secondly, there were 15,545 engine complaints, an increase of 920 over the same period of last year. In addition, with the exception of complaints about the decline in tires and brake systems, the rest had varying degrees of gains. In the 2017 ranking of TOP20 breakdown problems, the issue of gearbox abnormalities still ranked first, and the number of complaints increased by more than 900 compared with last year; the gearbox setback problem took second place over engine noise, and the number of complaints increased by 1145 compared to the previous quarter; engine abnormal sound problems were higher than 2016 Declined year by year, but still ranked third with 3024 complaints. In addition, the ringing noise of the shock absorbers and the rust of the automobile body increased significantly, which is worthy of attention. In quality complaints received by Car Quality Network in 2017, the total number and percentage of self-owned brands surpassed that of joint-venture brands. The proportion of self-owned brands accounted for 53.8%. The problems were mainly concentrated on body accessories and electrical appliances, engines and transmissions. Among them, the most complaints concerning body accessories and electrical appliances were 14,995, followed by 7,796 engines and 7414 transmissions; the joint-venture brand accounted for 44%, and the main problems were also concentrated on body accessories and electrical appliances, engines and transmissions. Of the complaints on auto quality issues in 2017, 55.3% involved complaints concerning body accessories and electrical appliances. In specific vertical comparisons among countries, it was found that, with the exception of the legal brand, the remaining countries, including independent brands, had the highest percentage of complaints regarding body accessories and electrical appliances. Through cross-country comparisons, it can be found that compared with other national brands, Korean brands have the highest proportion of complaints regarding body accessories and electrical appliances, which indicates that Korean brand products have encountered more complaints from consumers regarding body accessories and electrical appliances. Judging from the models, the complaints for the compact car, SUV, midsize car, small car, MPV, medium-to-large car, and mini-vehicle involved in body accessories and electrical appliances accounted for the highest proportion. Through the horizontal comparison of various models, it can be found that the ratio of body accessories and electrical appliances in medium-to-large vehicles is the highest among all models, with the proportion exceeding 50%; SUV models have slightly worse performance in the braking system and related issues are complained. The highest proportion. VIII. The problem of service attitude highlights the emergence of personnel technical problems Among the service-related issues complaints, the 2017 service-related issues complaints changed more significantly, with the highest share of service attitudes being a substantial 51% year-on-year, and the second-leading cause of other problems rising by 4.1% year-on-year; There were 1,906 technical issues, accounting for 15.3% of the volume of complaints concerning services, which was a year-on-year increase of 14%. The problems in personnel technology gradually began to show. In 2017, service-related issues complaints also became an important part of the complaints issue. Among them, service attitude issues were outstanding. The joint venture brand was the most obvious, accounting for 34.5% of all joint-service brand issues, accounting for 42.5% of imported brands, and accounting for own brands. 37.3%; In addition, complaints related to personnel technology and sales fraud are also higher than other aspects. On the whole, the number of complaints about service attitudes totaled 4,615, which was the most prominent issue. From the viewpoint of country brands, the issue of service attitude was also the most prominent issue in complaints of brand service in various countries. Through the horizontal comparison of other countries' brands, it was found that American brands had the highest proportion of complaints regarding service attitudes and related issues were more prominent; in addition, the highest proportion of complaints were made by the independent brands in terms of personnel skills; Japanese brands were the most complained in terms of promises not honored. prominent. From the perspective of models, complaints about service issues in all models were highest in terms of service attitude. Through horizontal comparison of various models, it can be seen that SUV models have the highest percentage of complaints in terms of promising non-fulfillment problems; large vehicles have the highest concentration of complaints on sales fraud; and sports cars have the highest percentage of complaints on service attitude issues. Nine, manufacturers receive and respond to achieve stable growth Statistics show that at present, car companies (including tire manufacturers) are increasingly concerned about consumer demand. In 2017, a total of nearly 80 car companies and 10 tire companies accepted the complaints received by Car Quality Network. The total number of complaints is approximately 45,356. Article, accounting for 89.3% of the total complaints received by the car quality network in 2017. In the remaining non-response complaints issue, some car companies either considered their own circumstances or did not give a reply, but most of them also dealt with it. All indications are that vehicle quality network, as a third-party defect vehicle product information collection platform, has become a special force in the current domestic automobile consumer market, and it is in eliminating auto service information inequalities and helping companies regain consumer trust. Play an active role. In 2017, a total of nearly 80 domestic and foreign car companies accepted and resolved the complaints received by the car quality network, and 49,705 complaints were received, of which 91% were returned by the manufacturers. Among them, 33 car companies have reported a 100% response rate. The following is a list of car companies whose complaint response rate is 100% (in no particular order): The response rate of complaints reflects the importance that manufacturers place on consumer appeals, and whether the treatment plan is satisfactory is still judged by consumers. In 2017, complaints received by the car quality network had already been rated by consumers as over a hundred car companies, and they were divided into 3.5 marking lines. A total of 13 car enterprises received approval from many consumers, of which the largest proportion was self-owned brands. According to the data, there are 10 tire manufacturers that can accept complaints from the car quality network in 2017, which is the same as 2016. Goodyear, Kumho, Nexans, and Pirelli tires handled this year’s complaints with a positive attitude. The response rate was over 50%. Among them, Goodyear’s tires had a high complaint rate but the response rate reached 94%, and Pirelli’s tire response rate. It reached 100%. In 2017, China's leading third-party auto quality evaluation platform Car Quality Network and Carillon Saic Consulting (Beijing) Co., Ltd. jointly released the 2017 China Passenger Car Complaint Behavior Research Report. The report pointed out that in recent years, the number of complaints in the automotive industry has shown a rapid growth trend, and users’ awareness of rights protection in the quality of automotive products is gradually increasing. Based on the research and analysis of the 2017 China passenger vehicle customer complaint behavior, in order to objectively evaluate the vehicle company's mitigation ability and effectiveness of complaints, and measure the eventual impact of the customer complaint event on the brand, Carrie Saatchi Consulting (Beijing) Co., Ltd. The 2017 China Passenger Vehicle V. Relief Index CCRI and the 2017 China Passenger Vehicle V. Litigation Affected Brand Purchase Index IBPI were also released. The China Passenger Vehicle Complaints Relief Index (CCRI) aims to help passenger car companies and 4S stores fully, clearly, and accurately identify key information that affects user satisfaction and leads to dissatisfaction and complaints, such as: The characteristics of the complaint behavior, psychological status, behavioral level, crowd portraits, product satisfaction, the impact of the complaint on the brand and the effect of the customer complaint resolution rate on the soothing effect. The index contains five important evaluation indicators: problem-solving satisfaction, brand trust after the event, brand product quality perception, willingness to buy again, and willingness to recommend to others. The Impact of Passenger Vehicle Victimization Impact in China on the Brand Purchase Index IBPI (Influence of Brand Purchase Index) is a study of the psychological willingness data of the “re-purchase willingness†and “intention to recommend to others†of the five important CCRI evaluation indicators. Analyze the results. Note: CCRI adopts positive numerical sorting. The higher the value, the better the complaint relief performance. Note: IBPI adopts positive numerical sorting. The higher the value is, the stronger the willingness of the user to purchase the relevant brand after the complaint is relieved. to sum up: Judging from the overall situation of complaints in 2017, complaints on common issues have increased, and quality defects, especially new car quality problems, have been more exposed. Concerning the issue of centralized, explosive and persistent complaints, car companies should first understand and promptly resolve the issue. While the automobile brings convenience and enjoyment to people, the requirements for safety and comfort issues are constantly increasing. As a leading domestic defect vehicle product information collection platform, Car Quality Network collects, classifies, and systematically analyzes customer complaint data. Can effectively find and sort out the shortcomings of the vehicle in the quality defects, help more consumers to buy satisfactory products, solve the problem of customer complaints in more purchased vehicles. Dot peen marking works by electromechanically striking a carbide or diamond stylus assembly against the surface of a part to be marked.For example,dog tag engraver.The result is a succession of dots to create digits, text, logos, and 2D data matrix codes. Each such dot is the result of a pulsed current that runs through a solenoid, punches a magnet toward the surface, and subsequently returns the stylus to its starting position, awaiting the next pulse. 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