In the brand-specific rankings, NIO secured the top spot in both the premium and domestic NEV after-sales service satisfaction categories with a score of 801, while Li Auto led the mass-market segment with 788.
On August 21, market research firm J.D. Power released its first China New Energy Vehicle Customer Service Index (NEV-CSI) report.
The study surveyed 13,253 NEV owners who purchased vehicles between March 2023 and April 2025, covering 81 major cities and 61 brands. It evaluated customer satisfaction with after-sales service during the ownership period of 2–24 months post-purchase.
The index is structured around six key factors: service reception (39%), service quality (37%), energy replenishment (35%), customer rights and benefits (34%), usage consultation (32%), and service initiation (24%). The study also examined industry hot topics including loyalty points, charging/refueling solutions, digital services, and flexible service models.
Overall, China’s NEV after-sales satisfaction in 2025 reached 775 points on a 1,000-point scale. Satisfaction levels were broadly consistent across premium brands (776), mass-market brands (775), and domestic brands (774).
However, significant regional disparities emerged. Owners in Tier-1 and Tier-2 cities reported scores 18 points lower than those in Tier-3 and Tier-4 cities, reflecting higher service expectations in larger markets. Even when services were comparable, urban customers were less easily satisfied.
The report advises that automakers in major cities focus on refined operations and expectation-exceeding service strategies, while in smaller cities, efforts should prioritize robust coverage and basic service quality.
In brand-specific rankings, NIO led both the premium and domestic-brand categories with a score of 801, while Li Auto topped the mass-market brand ranking with 788 points and placed second among domestic brands. XPeng and Zeekr also secured strong positions in their respective categories.
The study highlighted that mobile onsite service is becoming a major growth driver. In 2025, usage climbed to 32.3%, up 12.4 percentage points from 2024. Customers using mobile services spent an additional RMB 591 ($82.30) on average over the past year (excluding service packages).
J.D. Power recommends automakers treat mobile service as a core strategic investment, enhancing network coverage, response speed, and technician expertise while standardizing processes to transform low-frequency, reactive maintenance into high-frequency, proactive touchpoints.
By contrast, remote diagnostic services scored poorly. Although 23.1% of users tried such services, 79.9% of issues still required in-store visits, leading to unmet expectations. The first-time issue resolution rate fell to 68.8%, while problems with promised benefits reduced satisfaction scores by 31 points.
Charging service satisfaction also declined, particularly among domestic brands. Fault rates at brand-owned charging stations rose from 44.6% in 2024 to 47.4% in 2025, while brand app or in-car navigation issues surged to 49.7%. Inaccurate positioning, failed reservations, and unsuccessful pile-locking emerged as new pain points.
The report urges automakers to transform charging infrastructure into data-driven products, enabling zero-anxiety charging experiences through intelligent scheduling and seamless interactions.
Ann Xie, General Manager of J.D. Power China Digital Retail Consulting, noted: “Competition in the NEV sector has entered the stage where customer trust is the ultimate battleground. Automakers must translate digital capabilities into high-quality user experiences, leveraging intelligent closed-loop systems, seamless services, and refined charging solutions to elevate overall satisfaction.”
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