Chinese consumer satisfaction with NEVs exceeds fuel vehicles for 1st time

BYD has 6 models and Nio has 3 models on the list with the highest satisfaction levels.

(Image credit: CnEVPost)

Consumer satisfaction with new energy vehicles (NEVs) has reached a new level, with the contribution of such models to all vehicle sales in China reaching about 30 percent.

For the first time, Chinese consumers are more satisfied with NEVs than fuel vehicles, as the perceived quality of the former and the brand image continue to improve, the China Association for Quality (CAQ) said in a report released today.

On a scale of 100, the 2022 China NEV consumer satisfaction index score is 81, one point higher than the 80 for fuel vehicles, according to the report.

The consumer satisfaction index for battery electric vehicles (BEVs) scores 80, in line with the previous all-time high. Plug-in hybrid vehicles (PHEVs) have an all-time high consumer satisfaction index score of 81, up one point from 2021.

For the first time, consumer satisfaction levels for NEVs exceeded those for fuel vehicles, indicating that such models are showing a competitive advantage over fuel vehicles, according to the CAQ.

Some brands are leading in satisfaction, with six BYD models and three Nio models in the top satisfaction list, the CAQ said.

Perceived quality and continued improvement in brand image are the main reasons why consumer satisfaction levels for NEVs are overtaking those of fuel vehicles.

In 2022, the perceived quality of NEVs in China is 81 points, 0.7 points higher than that of fuel vehicles, an increase of 0.8 points year-on-year, and an improvement for the fifth consecutive year. The perceived quality of BEVs improved by 0.7 points year-on-year, and PHEVs improved by 1.6 points year-on-year.

The brand image of NEVs in China is 81.9 points, 0.5 points higher than fuel vehicles, and 1.3 points higher year-on-year, improving for 5 consecutive years. BEVs brand image improved by 1.2 points year-on-year, and PHEVs improved by 1.8 points year-on-year.

In addition, NEVs have comprehensive product quality and service quality advantages over fuel vehicles.

The quality and reliability satisfaction of NEVs in 2022 is 81.3 points, 1.3 points higher than that of fuel vehicles and 1.5 points higher year-on-year.

BEVs quality and reliability satisfaction score is 81.2, an increase of 1.4 points year-on-year, and PHEVs quality and reliability satisfaction score is 81.7, an increase of 1.7 points year-on-year.

The sales and service satisfaction of NEVs is 81 points, 3 points higher than that of fuel vehicles, and 3 points higher year-on-year.

As satisfaction continues to improve, consumers’ expectations of NEVs increase and they become more critical of issues that arise during the experience, the CAQ said.

Notably, both the complaint rate and the number of failures per 100 new vehicles for NEV customers went higher.

The 2022 complaint rate for NEV users is 20 percent, up 5 percentage points year-on-year. BEVs are 21 percent, up 5 percentage points, and PHEVs are 19 percent, up 6 percentage points.

The number of failures per 100 new vehicles is 98, which is 9 less than that of fuel vehicles and 5 higher than that of fuel vehicles. The number of BEVs is 99, up 13 times year-on-year, and the number of PHEVs is 93, up 3 times year-on-year.