Auto companies should focus on improving the quality and brand image , service should focus on improving service efficiency. In October this year , China's auto warranty policy will be formally implemented . Manufacturers , vendors can conscientiously fulfill these " three guarantees " responsibility will directly affect China's auto industry as a whole level of service and customer satisfaction.
According to the  Throttle Valve Kero noted , the National Automobile user satisfaction survey work since 2002 , customer satisfaction index increased 71 points from the year 2012 to 80 points. 2013 China's automobile industry, customer satisfaction index was 79 points ( out of 100 ) , down 1 point , which is the first time since the assessment fell . In the 138 evaluation models, the satisfaction index fell models have 79 . Meanwhile , the independent brand satisfaction index 75 points , down 2.6% ; joint venture brand 80 points , down 2.4%.

Evaluation shows that satisfaction levels affect the four elements of brand image, quality expectations , perceived quality , perceived value scores were decreased , respectively, decreased by 2 %, 1.7 %, 1.6 % and 1.2% .
In addition, decreased satisfaction , another important reason is that users perceive significantly lower than the actual users of automotive products and services to the diverse needs and expectations. User satisfaction (CACSI) from 2002 to 2012 increased 71 points to 80 points, a higher level of user satisfaction will inspire high expectations . 2013 compared with the expected level of satisfaction fell 1.7%. Perceived quality and the expected quality of the overall gap of up to 3.9%. Quality and reliability, performance / quality of design , quality and service quality gap between user expectations were 3.1 %, 3 % and 3% . Automotive Performance / Design SATISFACTORY QUALITY 78.2 points , down 1.3 points. Automotive Quality Reliability Satisfaction is 79.6 points , down 1.8 points. Automotive Customer Satisfaction 78 points , down 1.3%. Car sales service satisfaction 81 points , down 1.2%.
According to survey results , "engine system", " driving, steering and braking system" and " transmission system " these three systems one hundred cars of the total system failure frequency of 50%. Users mention a higher incidence of failure ( the problem ) is the " fuel consumption is too high ", " gear allowed / blocked into difficulties ( manual transmission ) ", " engine murmur ," " accelerate the reaction sluggish / powerless ," " wind noise is big " and so on.
In October this year , China's auto warranty policy will be formally implemented . Warranty policy will stimulate the implementation of China's auto sales and service users and service have higher expectations and demands. Manufacturers , vendors can conscientiously fulfill these " three guarantees " responsibility will directly affect China's auto industry as a whole level of service and customer satisfaction.
      According Kero  Throttle Valve noted that the evaluation to car-based , and includes the city of sport utility vehicles, commercial station wagon, mini cars and other passenger car category for the 2013 sales target evaluation larger 138 brands models , involving 42 auto manufacturers, 51 major car brands, investigation time , 2013 April 8 to August 20 .