- Honda·Toyota rated 93%, with Japanese brands taking the top 1 to 3
- Maintenances take 7 days on average when not finished on the day, while domestic brands such as Ssangyong showing an advantage
- Domestic brands (10 days) recorded shorter waiting times for parts than imports brands(14 days)
ConsumerInsight Inc., a company specializing in automotive research, launched `Automotive Consumer Experiences,’ quantifying consumers’ car life experiences. This project attempts to share consumer experience information obtained from the 2022 Automobile Syndicated Study with professionals in the automobile industry. For further advancement in the industry and improved customer satisfaction, ConsumerInsight will provide information about the various moment of truth (MOT). The first one is the moments of truth of the AS process experiences.
[03] Wait/Monitor (1)
1. The repair/maintenance completion rate on the day was 83.6%, with Japanese brands ranking 1st to 3rd
- The brands with a high on-the-day completion rate were Lexus (94.7%) and Honda (92.8%)
- Only Ssangyong among domestic brands was included in the top 5 ranks at 89.0%
Q. Was the vehicle repair/maintenance completed on the day? (Yes/No)
2. The average time of customers who did not get an on-the-day repair/maintenance was 6.8 days, domestic brands ranking 1st to 5th
- The brands with a short repair/maintenance time were Ssangyong (4.8 days) and Renault (5.1 days)
Q. After taking the vehicle in, how many days did it take for the repair/maintenance to finish?
3. Parts supply shortage experience rate was 16.6%,
- Brands with less supply shortage experience were Lexus (6.0%) and Toyota (9.2%)
Q. I didn’t have to search/wait for the parts (No, I didn’t have to / Yes, I had to)
4. The waiting time for parts supply was approximately 2 weeks (13.2 days), with imported vehicle owners waiting 4.3 days longer than domestic vehicle owners
- Brands with a short waiting time for supply were GM Korea (6.6 days) and Mini (6.9 days) in order
Q. You answered that there was a problem with the parts supply.
How long did it take from parts supply to repair/maintenance complete?
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