Auto Complaint Analysis Report for the Second Quarter of 2022

I. Overview of Complaint Data for the Second Quarter of 2022

According to the data of the car quality network, in the second quarter of 2022, a total of 30,740 valid complaints (including 20 complaints against third-party platforms) were received from consumers about automobile products, an increase of about 7% from the previous quarter and a year-on-year increase of 29.4%.According to statistics, complaints received this quarter involved a total of 993 car series under 200 auto brands, an increase of 4 brands and a decrease of 5 car series from the previous month.

Overall, the complaints in the second quarter showed the following characteristics:

1. The number of complaints set a new record for the same period in history.In the second quarter of 2022, domestic auto consumer complaints continued the growth trend in the first quarter. The number of complaints exceeded 10,000 for two consecutive months. Among them, the number of complaints in May reached the second highest point in history. Some joint venture brand models experienced a short-term surge in complaints. .In this quarter, the engine/motor failure problems were still relatively concentrated, and 8 of the TOP20 failure problems came from the engine/motor.Among them, "the engine/motor is noisy" ranked second on the list, the number of complaints exceeded 1,000 for the first time, and the chain surged about 4.4 times.In addition, "body resonance" became one of the new faults on the list this quarter, ranking third. The number of complaints also doubled month-on-month, and the increase in complaints was concentrated on some Japanese SUV models.

2. The proportion of complaints from self-owned brands hit a record low.In the second quarter, the proportion of complaints from independent brands continued to drop, reaching the lowest point in nearly a year, 9 percentage points lower than that in the first quarter, but the total number remained above 10,000.In contrast, the number of complaints from German brands continued to rise. In the second quarter, the number of complaints exceeded 10,000, an increase of 49.2% month-on-month, and the proportion of complaints climbed to 35.1%, which is equal to the number of independent brands in the world.

3. Complaints about service problems broke the historical record again.Among the proportion of complaints in this quarter, the quarterly number of complaints about service problems exceeded 10,000 for the first time in history, up 69.6% month-on-month, and the proportion of complaints exceeded 40%.From the perspective of typical complaints, "inconsistency with publicity" is still the most concentrated service problem, with the number of complaints exceeding 6,000, an increase of 87.9% month-on-month.It is worth noting that "incomplete supporting of the original car" has become the service problem with the largest increase. It ranks third on the list for the first time, and most of the complaints come from some hot-selling models of independent brands.

2. Complaint data analysis in the second quarter of 2022

1. Attribute distribution of consumer complaints

Among the complaints in the second quarter, the proportion of female consumers has rebounded, rising to double digits again.In the second quarter, the proportion of complaints from young consumers aged 18-25 decreased compared with the first quarter, while the number of complaints from middle-aged consumers aged 36-40 increased slightly from the previous quarter.Judging from the time period of vehicle problems, the proportion of complaints about problems in one month of car purchase has further increased, up by 6.1 percentage points from the first quarter, and the total proportion of complaints within 6 months of car purchase exceeds 50%. continued to deteriorate.

2. Comparative analysis of quarterly complaints

As shown in the chart, the number of complaints rebounded this quarter, surpassing 30,000 for the third time in history, while the number of complaints of 30,740 also reached the second-highest quarterly complaint volume in history.

3. Comparative analysis of monthly complaints

Judging from the performance of complaints in each month in the second quarter, the complaints in the three months increased compared with the same period last year, with the largest increase in May, and the quarterly complaints increased by 49.7% year-on-year.

4. Analysis of the proportion of complaints by brand type

In the second quarter, the number of complaints and the proportion of self-owned brands decreased month-on-month, of which the number of complaints decreased by 13.4% month-on-month.In contrast, the number and proportion of complaints from joint venture brands and imported brands increased in the first quarter, especially for imported brands. The number of complaints increased by more than 1.5 times from the previous quarter, and most of the increase in complaints came from some German brand models.

5. Analysis of the proportion of complaints by brand countries

In the second quarter of 2022, except for German and Japanese brands, the number of complaints from other brands decreased to a certain extent compared with the first quarter.In contrast, the quarterly complaints of German brands set a new historical record again, becoming a national brand with more than 10,000 complaints in the second quarter after its own brand.The number of complaints of Japanese brands also increased significantly this quarter, up 26.1% from the first quarter, which is related to the abnormal increase in the number of complaints of some Japanese SUV models.

6. Comparative analysis of car model attribute complaints

In the second quarter of 2022, the number of complaints about medium and large vehicles increased significantly, showing a doubled growth, which was related to some German brand models.In addition, the number of complaints about mini-cars also increased month-on-month, up 36.3% from the first quarter, and complaints were concentrated on some self-owned brandnew energymodels.

7. Comparative analysis of complaints by model year

In the second quarter, the number of complaints for 2022 models increased significantly, with a month-on-month increase of more than 1.1 times, successfully ranking among the first echelon of quarterly model year complaints.The number of complaints for 2020 models continued to rise this quarter, and the total number has exceeded 6,000. Most of the increase in complaints came from some German brand models.

8. Analysis of the regional distribution of complaints

In the second quarter of 2022, the top three provinces in the number of complaints changed for the first time, and Zhejiang Province squeezed out Shandong Province for the third place.Judging from the increase in complaints, Zhejiang Province has the highest month-on-month increase in the number of complaints, up about 42.1% from the first quarter.It is worth noting that the top three fault problems in the three provinces are relatively similar, including "high engine/motor noise" and "audio and video system failure", which are related to some Japanese brand SUV models.

9. Analysis of the proportion of complaint types

In the second quarter, the performance of complaints about service problems was strong, and the number of complaints and the proportion of complaints both set new historical records, of which the proportion of complaints increased by 15.1 percentage points compared with the first quarter.In contrast, the number of complaints and the proportion of complaints about pure quality issues continued to decline, and they have fallen to the lowest point in the past year, down 13.2% month-on-month.

10. The proportion of the number of faults complained about quality problems and the analysis of the fault points of TOP20 quality problems

In the quality problem complaints in the second quarter, the number of faults reported by each system decreased quarter-on-quarter, among which the engine/motor experienced the largest decline, down 25.2% from the first quarter.In addition, although the number of complaints about body accessories and electrical appliances decreased month-on-month, the proportion of complaints increased by 4.1 percentage points.

Among the top 20 quality complaint fault points in this quarter, the number of newly listed complaint fault points increased by 3 compared with the previous quarter.Among them, 2 new fault points ranked second and third on the list.In addition, with the advent of summer, "air conditioning problems" also appeared in the list again, and the number of complaints increased by 65.7% month-on-month and 8.3% compared with the same period last year.It is worth noting that the number of "component cracking" complaints also increased significantly month-on-month, and the ranking jumped to the top ten on the list. Most of the complaints came from some Japanese brand models.

11. Analysis of the proportion of complaints and failures of brand attributes and quality problems

In the second quarter, the number of complaints and failures of self-owned, joint-venture and imported brands all declined compared with the first quarter, with the largest drop of self-owned brands.Most of the complaints of independent brands are concentrated on body accessories and electrical appliances, but the number of failures has dropped significantly compared with the first quarter.In contrast, the complaints of joint venture brands and imported brands are concentrated on body accessories, electrical appliances and engines/motors. Among them, the number of complaints about joint venture brand body accessories and electrical appliances has increased by 25.4% month-on-month, and the proportion has increased by 11.3 percentage points.

12. The proportion of service problem complaint points and analysis of TOP20 service problem complaint points

Among the service complaints in the second quarter of 2022, sales fraud and unfulfilled promises have become the two largest service problems.Among them, the proportion of sales fraud complaints has exceeded 50%, and the complaints are mainly concentrated in "inconsistency with publicity".The number of complaints about non-fulfillment of promises increased by about 71% month-on-month, and the complaints were mainly concentrated in "non-delivery of vehicles as scheduled" and "non-fulfillment of sales commitments".

Among the top 20 service complaints in this quarter, "inconsistency with publicity" still ranks first, and the proportion of complaints has gradually approached 50%.As a new complaint point on the list this quarter, "incomplete supporting of the original car" ranked third, and the number of complaints exceeded 1,000.In addition, the "non-delivery of vehicles" made a comeback, the number of complaints increased by more than 1.2 times compared with the first quarter, and the proportion of complaints was close to 20%, and the complaints were still concentrated on some self-owned brand new energy models.

13. Analysis of the proportion of complaints about brand attribute service problems

In the second quarter, the number of complaints about joint venture brands and imported brands doubled, and the imported brands had the largest increase, which was about 5.5 times higher than that in the first quarter.Among them, sales fraud is the most prominent service problem for joint venture brands and imported brands, and the complaint points focus on "inconsistency with publicity".In contrast, the service problems of self-owned brands are concentrated in the failure to fulfill their promises, accounting for more than 50%, and most of the complaints are "non-delivery of vehicles as scheduled".

14. Analysis of the proportion of other complaint points and the ranking of other complaint points

In the ranking of other problems and complaints in this quarter, "suspected allocation reduction" still ranked first, but the number of complaints decreased quarter-on-quarter.The number of complaints about "suspected design defects" increased slightly compared with the first quarter, and the proportion of complaints increased by about 9 percentage points, which was related to two SUV models of Chery.

15. Analysis of the proportion of complaints about other brand attributes

In the second quarter, there was a significant increase in complaints about other problems of self-owned brands, up 63.4% from the first quarter.Among them, "suspected reduction of allocation" has become the most prominent complaint point for other problems of self-owned brands, accounting for nearly 60%, an increase of 15% compared with the previous quarter.In contrast, the complaint points for other problems of joint venture brands have dropped significantly compared with the previous quarter, but the proportion of complaints about "suspected design defects" increased by 20.5 percentage points compared with the previous quarter.

16. Analysis of complaint response rate

As the leading information collection platform for defective auto products in China, one of the ultimate goals of Auto Quality.com is to build a channel to coordinate the smooth resolution of disputes between manufacturers and consumers.Therefore, whether manufacturers take consumer complaints seriously and actively solve them is an indicator that we attach great importance to.

In the second quarter of 2022, there are 80 brands with a 100% complaint response rate, which is the same as the previous quarter and an increase of 16 brands compared with the same period last year.As shown in the table above, the attitude and importance of the brands on the list to actively treat consumers' demands should be encouraged.