The 8th VOC+ Seminar and Awards Ceremony is going to be held in Beijing in 2024

With the intensifying competition in the new energy vehicle market, the automotive industry is constantly rewriting the rules for product updates. The development cycle for conventional fuel vehicles, which used to take around 5 years, has been significantly shortened. Some new energy vehicle companies have managed to reduce their research and development cycles for new models to just 15 months, while some models even undergo facelifts twice a year. As the pace of automotive product updates shifts from traditional durable goods mode to rapid iteration similar to consumer electronics products, a series of new problems also arise. 

From January to October 2024, out of the 143,990 valid complaints received by Car Quality Network, around 27,000 were related to infringements on old car owners' rights, accounting for 18.7% and representing a growth rate of 1.2 times compared to last year. The term 'betrayal' was frequently mentioned in these descriptions by car owners due to price reductions, changes in owner's rights, and upgrades in new car configurations. Old car owners do not oppose product updates but expect companies to consider their rights when making product iterations or adjusting prices. 

To explore these issues, on December 12, 2024, Car Quality Network and Car Research will host the 8th China Automotive Voice of Customer (VOC+) Seminar and Awards Ceremony in Beijing. With a focus on 'Betrayal vs. Compliance,' we will analyze new service challenges in the current complex market environment, uncover interaction patterns between companies and users, examine their impacts, address the rights demands of both new and old car owners, and jointly promote a sustainable growth automotive service ecosystem. 

During the meeting, the organizer will analyze customer complaint data from Car Quality Network for the past 10 months, summarize core user demands related to service complaints, and release information on average processing periods and rankings of companies in handling service issues. This will provide clear direction and timely reference for addressing customer complaints. 

One highlight of this conference is the release of annual research achievements and thematic reports. The "Study on Complaint Behavior among Chinese Passenger Car Users in 2024" analyzes follow-up questions for users who lodge complaints via the enterprise's hotline, combining it with a comprehensive user complaint experience map to identify root causes for customer loss and assist enterprises in optimizing their services. The "Research Report on Customer Satisfaction with After-sales Service for Chinese Passenger Cars in 2024" explores users' preferences and demands concerning digital after-sales services, identifying key areas that can enhance satisfaction through innovative experiential models while offering improvement suggestions from a user perspective by emphasizing discrepancies between current sales practices, after-sales service practices within enterprises, and actual perceptions held by users. 

The conference will invite industry association guests, legal scholars, and marketing experts to share unique insights on market development trends and engage in in-depth discussions on core topics such as rapid product iteration in the era of smart electricity and meeting consumer demands for rights protection. 

Additionally, the conference will announce the winners of the "Outstanding Contributors to China's Automotive After-sales Service in 2024" award and this year's recipients of the "Voice of Chinese Automotive Customers (VOC+)" satisfaction award for after-sales service, benchmark brand in after-sales service, and outstanding contribution award. 

The automotive industry is undergoing unprecedented rapid changes with the rise of intelligent electric vehicles. On December 12th, 2024, let's get together and explore meeting the new demands of both current and future car owners amidst this fast-paced product iteration. Together, we can drive a healthy and efficient development within the industry.

Translator：Wei Xiong