伴随着中国汽车市场的持续成长,各厂家在产品研发、品牌建设、宣传推广、公共关系等方面的竞争越来越激烈,产品/服务的趋同性越来越高。另一方面,消费者购买产品/服务时选择的复杂性也越来越高,他们不再仅仅关注产品,而是关注产品和服务等各方面。所以,与消费者直接发生关系的渠道建设变得尤为关键,渠道质量的提升将直接提高企业竞争力。在售后服务领域亦是如此,如何准确衡量消费者对于服务体验的满意度,进而提升服务水平成为各企业关注的重点。益普索汽车(Ipsos Auto)——中国最大的汽车市场研究 With the continuous growth of China’s automobile market, the competition among manufacturers in product development, brand building, promotion and public relations has become more and more intense, and the convergence of products and services is getting higher and higher. On the other hand, the complexity of choices consumers make when purchasing products / services is increasing. Instead of focusing solely on products, they focus on products and services. Therefore, the direct relationship between consumers and the channel construction has become particularly crucial, improve the quality of channels will directly enhance the competitiveness of enterprises. In the field of after-sales service is also true, how to accurately measure the customer satisfaction for the service experience, thus improving service levels become the focus of all businesses. Ipsos Auto - China’s largest car market research