- Domestic brands showed a 1.4 times higher rate of Inaccurate Repair/Maintenance than Imports
- Tesla showed the lowest Excessive (6%) and Arbitrary (5%) Repairs/Maintenances
- Domestic brands showed a higher rate of Recurring Problems at 10%
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.
[04] Outcome Check
1. Misdiagnosis experience rate was 7.1%, with domestic vehicle owners experienced 2.4%p higher than imported vehicle owners
- Brands with a low misdiagnosis rate were Toyota(3.7%) and VW(4.1%)
- Ssangyong, amongst domestic brands, was the only brand to be included in the top 10 (6.0%)
Q: I have experience in getting the inaccurate repair/maintenance because of a misdiagnosis (Yes/No)
2. Excessive repair/maintenance experience rate was 6.4%
- Brands with a low excessive repair/maintenance experience rate were Tesla (1.6 %) and Nissan (3.0 %)
Q: I have experience in getting excessive/unnecessary repair/maintenance (Yes/No)
3. Arbitrary repair/maintenance experience rate was 4.9%
- Brands with a low arbitrary repair/maintenance rate were Tesla (2.1%) and VW (2.3%)
Q: I’ve had not been told in advance about the changed/unplanned repair/maintenance .(Yes/No)
4. Recurring problem experience rate was 10.2%
- Brands with a low recurring problem experience rate were Cadillac (0%) and Lexus (2.2%)
Q: I have experience in recurring problems after the repair/maintenance (Yes/No)
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