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近日，中国汽车维修行业协会发布《2025年汽车售后服务客户满意度调查（CAACS卡思调查）》，本次调查共涉及38个乘用车品牌、185款车型。在新能源品牌客户满意度排行榜中，广汽埃安以86.39分高居所有品牌第一名；车型方面，Aion S和Aion Y分别拿下新能源A级车第一、新能源SUV第一。
卡思调查
行业良性发展的“风向标”
01
近年来，新能源汽车价格战愈演愈烈。部分企业以低价吸引消费者，在加剧行业竞争的同时，也带来了产品质量不稳定、售后服务体验下降等“割韭菜”现象。
中国汽车维修行业协会作为全国性非营利社团组织，主导卡思调查已连续开展16年，不仅对提升汽车售后服务质量具有重要指导意义，也从一个侧面反映出中国汽车产业的发展实况。
调查依据行业标准《汽车售后服务客户满意度评价方法》，从规范性、公开性、人性化、便捷性、专业性、服务费用合理性等六个维度进行全面评估。在当前市场环境下，卡思调查如同一座“灯塔”，引导汽车产业走向更健康、更可持续的发展道路。
蝉联第一背后
用户价值驱动的体系化改革
02
作为榜首的广汽埃安，得分较去年进一步提升，并且还荣获“年度售后服务卓越典范品牌”，这直接体现出广汽埃安在用户服务上的持续优化。这也印证了其从“提供高性价比产品”向“创造可持续用户价值”的战略转型。
历经八年品牌进化，广汽埃安如今已赢得近200万用户信赖，积累了扎实的用户口碑。今年，随着广汽“番禺行动”持续深化，广汽埃安在产品和服务上进一步革新，如成立专业用户洞察团队，推行IPD与IPMS体系，真正做到“听懂用户所想，交付用户所需”。
优秀的产品是满足用户需求的基础。广汽埃安依托全球唯一的新能源汽车灯塔工厂，为产品注入“国民好车”的高品质基因，已连续三年位列新能源汽车质量榜第一就是最好的证明。同时凭借全栈自研体系，广汽埃安正不断推进“科技平权”的理念。近期上市的埃安i60，搭载无亏电感的全新星源增程技术，将原本20万级的技术下放至10万级区间，推动了“增程普及”；更推出了行业首例“烧一赔三”承诺，无疑给用户吃了一颗定心丸，也说明了广汽埃安对产品品质的充分自信。
此外，广汽埃安联合京东、宁德时代推出的埃安UT，以4.99万的价格，就能实现500km续航和换电功能，配合京东独家销售模式，在购车与补能两大关键环节为用户带来便捷体验，收获市场广泛关注与用户高度认可。
不止于车，深耕
“全周期”用户服务生态
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对广汽埃安而言，购车只是服务的开始。在用户尤为关注的补能体验上，广汽埃安持续构建“快、广、近”的补能网络。最新的11月数据显示，其自营充电桩已突破2.2万根，1000V快充桩数量稳居车企第一，堪称“中国超充第一品牌”。
同时围绕“AI上生活好状态”这一全新用户IP，广汽埃安推出一系列高价值用户活动，深度融合线上线下场景，不仅为用户搭建互动交流的平台，更创造实际收益可能。正如广汽埃安杨龙所言：“理性消费已成共识，但用户真正在意的不仅是价格，更是产品背后的价值感与陪伴感。”继11月北京、成都两站用户节圆满落幕后，12月19日，这场品牌与用户的年度盛会将再次走进广州，为2025年画上充满温度的句点。
在服务体验提升方面，广汽埃安建立了高效问题响应机制，优化客户反馈处理流程。比如为客户提供24小时多对一服务团队，将道路救援平均响应时间压缩到15分钟、平均抵达时间40分钟，救援成功率99.8%；另外，智能客服问题解决率92%，高效处理客户反馈。
针对低线城市用户“购车远、养车难”的痛点，广汽埃安计划于2026年新增600家服务网点，使全国网点总数突破1000家。让更多用户在家门口即可享受贴心、专业的售前售后服务。在售后零配件供应方面，广汽埃安依托“近距配套+原厂认证+高效供应”零配件服务体系，常规配件到货及时率98%，并且所有配件均为原厂认证，核心三电零部件适配率100%；全国多区域配件中心库储备超5万种常用零部件，满足95%以上的维修需求。
同时，在售后服务体验上广汽埃安主打“专业”、“高效”，售后技师100%通过厂家认证，高压电操作、三电维修持证上岗率100%；客户常规保养平均耗时仅45分钟。让客户买车放心、养车省心。
广汽埃安再度荣登卡思调查新能源品牌满意度榜首，背后是其长期在产品与服务领域持续投入、不断创新的体现。在行业竞争逐步由“价格比拼”转向“价值赋能”的今天，广汽埃安坚持以“创造可持续用户价值”为核心的发展路径，正为全行业树立起一个健康、高效的典范样本。
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Customer-centric! AION Tops the "Customer Satisfaction Ranking"
Recently, the China Automotive Maintenance and Repair Trade Association released the "2025 Automobile After-Sales Service Customer Satisfaction Survey (CAACS Survey)". This survey covers 38 passenger car brands and 185 models. In the new energy brand customer satisfaction ranking, AION ranks first among all brands with a score of 86.39; in terms of models, the Aion S and Aion Y won the first place in new energy Class A cars and new energy SUVs respectively.
The CAACS Survey:
A “Benchmark" for the
Healthy Industry Development
01
In recent years, the price war in the new energy vehicle market has intensified. Some enterprises attract consumers with low prices, which not only aggravates industry competition but also brings about phenomena such as unstable product quality and declining after-sales service experience, which are regarded as "taking advantage of consumers".
As a national non-profit social organization, the China Automotive Maintenance and Repair Trade Association has led the CAACS Survey for 16 consecutive years. It not only plays an important guiding role in improving the quality of automobile after-sales service but also reflects the development status of China's automobile industry from one aspect.
The survey conducts a comprehensive evaluation from six dimensions—formativeness, transparency, humanization, convenience, professionalism, and reasonableness of service costs—in accordance with the industry standard "Automobile After-Sales Service Customer Satisfaction Evaluation Method". In the current market environment, the CAACS Survey is like a "lighthouse", guiding the automobile industry towards a healthier and more sustainable development path.
Behind the Continued
Top Ranking: Systematic
Reform Driven by User Value
02
As the top winner, AION's score has further improved compared with last year, and it has also won the "Annual Outstanding Model Brand for After-Sales Service", which directly reflects AION's continuous optimization in user service. This also confirms its strategic transformation from "providing cost-effective products" to "creating sustainable user value".
After eight years of brand development, AION has now gained the trust of nearly 2 million users and accumulated a solid user reputation. This year, with the deepening of GAC's "Panyu Action", AION has further innovated in products and services, such as establishing a professional user insight team and implementing the IPD and IPMS systems, truly achieving "understanding users' needs and delivering what users want".
Excellent products are the foundation for meeting user needs. Relying on the world's only new energy vehicle lighthouse factory, AION has injected the high-quality gene of "national high-quality cars" into its products, as evidenced by its being ranked first in the new energy vehicle quality list for three consecutive years. At the same time, with its full-stack self-developed system, AION is constantly promoting the concept of "technology equality". The recently launched AION i60 is equipped with the new Star Source EREV technology with no power loss, downgrading technology originally in the 200,000-yuan class to the 100,000-yuan range, promoting the "popularization of REEV"; it has also launched the industry's first "one-for-three compensation for burning" commitment, which undoubtedly gives users a reassurance and shows AION's full confidence in product quality.
In addition, the AION UT, jointly launched by AION, JD and CATL, can achieve a 500km range and battery swap function at a price of 49,900 yuan. Combined with JD exclusive sales model, it brings convenient experiences to users in two key links—car purchase and energy supplement—gaining widespread market attention and high user recognition.
Beyond Cars: Deeply
Cultivating the "Full-Cycle"
User Service Ecosystem
03
For AION, car purchase is just the beginning of service. In terms of the energy supplement experience that users pay special attention to, AION continues to build a "fast, wide and close" energy supplement network. The latest data in November shows that its self-operated charging piles have exceeded 22,000, and the number of 1000V fast-charging piles ranks first among car companies, making it worthy of the title of "China's No.1 Super Charging Brand".
At the same time, around the new user IP of "AI for a Better Life", AION has launched a series of high-value user activities, deeply integrating online and offline scenarios, which not only build an interactive platform for users but also create possibilities for practical benefits. As Yang Long from AION said: "Rational consumption has become a consensus, but what users truly care about is not only the price, but also the sense of value and companionship behind the product." Following the successful conclusion of the user festivals in Beijing and Chengdu in November, this annual grand event between the brand and users will return to Guangzhou on December 19, drawing a warm end to 2025.
In terms of improving service experience, AION has established an efficient problem response mechanism and optimized the customer feedback processing process. For example, it provides customers with a 24/7 multi-to-one service team, compressing the average response time of roadside assistance to 15 minutes and the average arrival time to 40 minutes, with a rescue success rate of 99.8%; in addition, the intelligent customer service solves 92% of problems, handling customer feedback efficiently.
Addressing the pain points of users in low-tier cities—"difficulty in buying cars due to long distances and trouble in maintaining cars"—AION plans to add 600 new service outlets by 2026, making the total number of national outlets exceed 1,000. This will allow more users to enjoy intimate and professional pre-sales and after-sales services near their homes. In terms of after-sales spare parts supply, AION relies on the "close supporting + original factory certification + efficient supply" spare parts service system. The on-time delivery rate of regular parts is 98%, all parts are original factory certified, and the adaptability rate of core three-electric components is 100%; multiple regional parts centers nationwide stock more than 50,000 types of commonly used parts, meeting more than 95% of maintenance needs.
Meanwhile, AION focuses on "professionalism" and "efficiency" in after-sales service experience. 100% of after-sales technicians have passed factory certification, and 100% of personnel engaged in high-voltage operation and three-electric maintenance hold certificates; the average time for customers' regular maintenance is only 45 minutes. This allows customers to buy cars with confidence and maintain them without worry.
AION's re-election as the top of the CAACS Survey's new energy brand satisfaction ranking reflects its long-term continuous investment and innovation in products and services. Today, as industry competition gradually shifts from "price competition" to "value empowerment", AION's adherence to the development path centered on "creating sustainable user value" is setting a healthy and efficient model for the entire industry.
