1、 Overview of complaint data for the first quarter of 2023

　　According to data from Car Quality Network, in the first quarter of 2023, a total of 28624 valid complaints from consumers about automotive products were received (including 9 complaints against third-party platforms and 5 complaints about rear tires), a decrease of about 8.8% month on month and a slight decrease of 0.4% year-on-year. According to statistics, complaints received this quarter involved a total of 1042 car series under 193 car brands, a decrease of 9 brands and 2 car series compared to the previous quarter.

　　Overall, complaints in the first quarter showed the following characteristics:

　　1. In the first quarter of 2023, the overall complaint volume remained high due to the continuous high level of complaints from some independent and Japanese brands. The number of complaints in February and March both exceeded 10000, setting their respective historical records for the same period. This quarter, the proportion of complaints about pure quality issues continued to rise, an increase of 3.9 percentage points compared to the previous quarter. Among them, body accessories and electrical appliances are still the main complaints, with a new historical record breaking proportion. In the top 20 ranking of fault problems, 3/4 of the fault problems come from body accessories and electrical appliances. In addition, the number of new fault points on the list has significantly increased this quarter, and some fault points have also been ranked relatively high.

　　2. The number of complaints from large and medium-sized vehicles increased significantly month on month in this quarter, setting a record high for the same period in history, with over 60% of complaints coming from domestic brands. From the perspective of complaint types, pure quality issues dominate the complaint body, with most of the fault problems concentrated in "seat failure", "dashboard cracking", and "audio and video system failure". Further analysis reveals that "seat failure" and "audio and video system failure" are concentrated in domestic brands, while "dashboard cracking" mostly comes from Japanese brands.

　　3. Affected by the continuous increase in complaints from some Toyota models, the number of complaints from Japanese brands has once again exceeded 5000 after five years, a significant increase of 74.2% compared to the same period last year, accounting for over 1/5 of the total quarterly complaints. From the perspective of complaint types, the proportion of pure quality complaints is close to 90%, with fault problems concentrated in "dashboard cracking", "component aging", and "audio and video system failure".

　　2、 Analysis of Complaint Data for the First Quarter of 2023

　　1. Distribution of consumer complaint population attributes

　　In the first quarter of complaints, the proportion of female consumers continued to decline, a decrease of 1.5 percentage points compared to the fourth quarter of 2022. In the first quarter, the proportion of complaints from various age groups slightly changed compared to the fourth quarter of 2022, with a decrease in the proportion of young people and a significant increase in the proportion of complaints from middle-aged people over the age of 36. From the time period when the vehicle experienced problems, the proportion of complaints about problems that occurred one month after purchasing the car continued to decrease, a decrease of 1 percentage point compared to the fourth quarter of 2022. In contrast, the proportion of complaints about purchasing a car for more than 3 years has maintained an upward trend, accounting for over 1/4 of the total.

　　2. Comparative analysis of quarterly complaint volume

　　As shown in the figure, the number of complaints in the first quarter of 2023 experienced another month on month decline, but the decline has narrowed, and the number of complaints has dropped to its lowest point in nearly a year. However, based on the historical number of complaints in the first quarter, it still ranks second.

　　3. Comparative analysis of monthly complaint volume

　　From the performance of complaint volume in each month of the first quarter, except for January, the complaint volume in the other two months is higher than the same period in 2022. It is worth mentioning that the number of complaints in February exceeded 10000 for the first time, an increase of 14.9% compared to the same period in 2022.

　　4. Analysis of the proportion of brand type complaints

　　In the first quarter, the number of complaints from independent, joint venture, and imported brands decreased compared to the fourth quarter of 2022, with imported brands experiencing the largest decline, with a decrease of 21.3% month on month. From the proportion of complaints, although the number of complaints from joint venture brands has decreased month on month, the proportion of complaints has increased by 2.2 percentage points compared to the fourth quarter of 2022.

　　5. Analysis of the proportion of brand country complaints

　　This quarter, the number of complaints from Japanese brands increased against the trend, increasing by 21.4% compared to the fourth quarter of 2022. The increase in complaints came from some Toyota brand models. In contrast, the number of complaints from other brands in other countries has decreased month on month, with German brands experiencing the largest decline, with complaints decreasing by approximately 23% compared to the fourth quarter of 2022.

　　6. Comparative analysis of vehicle type attribute complaints

　　In the first quarter of 2023, there was a significant increase in the number of complaints from medium-sized and large vehicles, with a month on month increase of 60.4%, which is related to a certain independent brand of new energy vehicle models. In contrast, the number of complaints from micro cars and SUV models significantly decreased this quarter, with a decrease of 62.7% and 20.2% respectively compared to the previous quarter.

　　7. Comparative analysis of complaints from model years

　　In the first quarter, the 2022 model year achieved anti overloading, becoming the model year with the highest number of complaints, with a month on month increase of 21.6%. It is worth mentioning that the 2023 model has appeared in the quarterly ranking for the first time, and the number of complaints has doubled month on month. In addition, the complaint volume of the 2007 model still maintained a month on month growth, but the increase further narrowed.

　　8. Analysis of complaint area distribution

　　In the first quarter of 2023, the three provinces with the highest number of complaints were still Guangdong Province, Jiangsu Province, and Zhejiang Province. However, the number and proportion of complaints from these three provinces have all decreased compared to the fourth quarter of 2022. From the top three fault issues, the frequency of "audio and video system faults" and "dashboard cracking" is still relatively high, involving all three provinces. It is worth noting that the "seat malfunction" first appeared in the TOP3 malfunction issue in Jiangsu and Zhejiang provinces, and the increase in complaints came from a certain domestic brand new energy vehicle model.

　　9. Analysis of the proportion of complaint types

　　In the first quarter, the number of complaints about simple quality issues decreased again, but the proportion of complaints increased by 3.9 percentage points compared to the fourth quarter of 2022. During the same period, the number of complaints about service issues also significantly decreased, reaching the lowest point in nearly a year, with a decrease of 9.9 percentage points in the proportion of complaints. In contrast, the number of complaints regarding comprehensive issues has increased, with a month on month increase of 86.7%, and the proportion of complaints has increased to double digits.

　　10. Analysis of the proportion of quality complaint faults and the top 20 quality complaint fault points

　　In the first quarter of quality complaints, except for the clutch, the number of complaints and failures of other system problems has increased to varying degrees compared to the previous quarter, with the brake system experiencing the largest increase, with a month on month increase of 30.5%. In addition, body accessories and electrical appliances are still the highest proportion of system issues, with complaints accounting for nearly 60% of the total, reaching a historical high.

　　Among the top 20 quality issue complaint failure points in this quarter, "audio and video system failure" still ranks first, with a complaint volume exceeding 3000, an increase of 42.4% month on month. It is worth noting that the number of new fault points listed in the first quarter has increased compared to the previous quarter, and some fault points are ranked high. Among them, "seat malfunction" ranked fourth on the list for the first time, and the number of complaints surged by about 2.7 times compared to the previous month, with complaints concentrated in some domestic brands' best-selling new energy models.

　　11. Analysis of the proportion of complaints and failures related to brand attributes and quality issues

　　In the first quarter, the number of complaints and failures from domestic and joint venture brands increased compared to the fourth quarter of 2022, while the number of complaints and failures from imported brands decreased significantly. From the perspective of proportion, body accessories and electrical appliances are still the system issues with the highest proportion of attributes among the three brands, with imported brands accounting for over 60% of body accessories and electrical appliances. In addition, the proportion of engine/motor complaints from joint venture and imported brands is also high. It is worth noting that the number of brake system complaints from joint venture brands increased significantly month on month in this quarter, with a percentage increase of 1.3 percentage points.

　　12. Analysis of the proportion of service problem complaint points and the top 20 service problem complaint points

　　In the first quarter of 2023, sales fraud once again occupied the C position in service complaints, but the proportion of complaint issues slightly decreased compared to the previous quarter. The main complaints were "inconsistent with publicity" and "concealing relevant information". In addition, the number of complaints about other service issues has doubled compared to the previous month, with a proportion increase of 7.5 percentage points.

　　Among the top 20 service issue complaint points in the first quarter, "not in line with publicity" ranked first, but the number and proportion of complaints decreased compared to the previous quarter. The number of complaints about "system upgrade issues" in this quarter has doubled compared to the previous quarter, with an increase of approximately 2.7 times. Complaints are still concentrated in two popular Toyota SUV models.

　　13. Analysis of the proportion of complaints about brand attribute service issues

　　In the first quarter, both domestic and imported brands experienced a significant decline in service complaint issues compared to the previous quarter, with domestic brands experiencing the largest decline. From the perspective of proportion, the service issues of joint venture brands and imported brands still focus on sales fraud, but the proportion continues to decline. It is worth noting that other service issues have become the "big black horse" of joint venture brands, not only doubling the number of complaint points, but also increasing the proportion to double digits. The number and proportion of complaints about imported brands' accessories disputes this quarter continue to show an upward trend, with the proportion approaching 40% of the total. On the other hand, for independent brands, the proportion of service fee complaints has significantly increased, an increase of 7.1 percentage points compared to the fourth quarter of 2022.

　　14. Analysis of the proportion of complaint points for other issues and the ranking of complaint points for other issues

　　In the ranking of other complaint points for this quarter, "suspected design defects" continued to remain at the top, with a slight increase in the number of complaints month on month, accounting for over 60% of the total, an increase of 5.5 percentage points compared to the previous quarter.

　　15. Analysis of the proportion of complaints about brand attributes and other issues

　　In the first quarter, the number of complaint points for other issues of joint venture brands continued to grow, an increase of 5.3% compared to the fourth quarter of 2022. Suspected design defects have become the highest complaint issue point for both independent and joint venture brands, especially among joint venture brands, where the proportion of this issue has exceeded 70% of the total. In contrast, the only complaint points for imported brands this quarter are "suspected reduction".

　　16. Analysis of complaint response rate

　　As a leading platform for collecting information on defective automotive products and accepting complaints from automotive consumers in China, one of the ultimate goals of Chezhi.com is to build a channel for coordinating the smooth resolution of disputes between manufacturers and consumers. Therefore, whether the manufacturer takes consumer complaints seriously and actively provides solutions is a highly valued indicator for us.

　　There were 81 brands with a complaint response rate of 100% in the first quarter of 2023, an increase of 8 compared to the previous quarter and 1 compared to the same period last year. As shown in the above table, the positive attitude and importance of brands on the list towards consumer demands are worth encouraging.