New energy vehicle after-sales service shows divergent trends in China

A recent report by Jielu on new energy vehicle (NEV) after-sales service highlights contrasting trends in the Chinese market. AITO has maintained a top-three position in service capability for three consecutive periods, scoring 86.67 points. The brand has seen success in remote diagnostics and service satisfaction, utilizing big data to transition from passive response to proactive care, such as remote fault positioning and night-time maintenance services.

Conversely, a J.D. Power study indicates broader industry challenges, noting that the problem occurrence rate for NEVs in China rose to 46.1% in 2026, a 12% year-on-year increase. A significant portion of user difficulties stems from the complexity of smart functions rather than hardware failure. Additionally, repair costs for NEVs are reportedly 1.7 times higher than those for internal combustion engine vehicles due to integrated die-casting bodies and expensive sensors. These high costs are impacting insurance premiums and overall consumer satisfaction.