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in 2023, byd's cumulative passenger car sales reached 3.02 million units, and the number of customers has exceeded 10 million. tens of millions of customers, tens of millions of recognitions. this is not only a new milestone for byd, but also a testimony to the two-way running and concerted efforts of tens of millions of customers and byd's sincere service.

the achievement of tens of millions of customers is inseparable from the reliable quality of byd cars, which also reflects the high trust of tens of millions of car owners in byd's after-sales service. as early as 2006, byd established the sincere service brand, always adhering to the service concept of "excellence in diligence, sincerity in heart", providing worry-free protection for vehicles, creating a better service experience for customers, and giving back to customers with the utmost sincerity. at the same time, we are also meeting a better self in the pursuit.

diligence leads to excellence, and trust is the key

maintenance quality is the most basic demand of customers for vehicle after-sales service. improving maintenance quality can not only save a lot of time and energy for car owners, but also enhance customers' satisfaction and trust in brand services. therefore, the quality of vehicle maintenance has always been an important indicator for byd auto after-sales to measure service quality. as a leader in new energy vehicle service standards, as early as 2010, byd after-sales developed the industry's first set of new energy vehicle maintenance standards and high-voltage maintenance tools. today, byd after-sales has broken through the traditional diagnosis model and achieved more intelligent cloud diagnosis based on the vehicle system. through online vehicle diagnosis, it can quickly locate the position of the fault module in the vehicle, helping customers save time and cost.

byd after-sales service provides genuine spare parts, which are specially designed for product characteristics and have undergone professional testing to ensure vehicle safety and comfort. at the same time, spare parts can also enjoy free warranty services, which is considerate and reduces the burden on car owners. byd after-sales service is equipped with an independent spare parts warehouse. in terms of maintenance timeliness, byd has established 4 central warehouses and 15 transit warehouses. under the stable and efficient logistics system, 80% of orders can be delivered within 24 hours, which responds to customer needs very quickly and shortens the time customers wait for vehicle maintenance.

it is worth mentioning that byd's after-sales service not only ensures the quality of repairs, but also achieves a very high cost-effectiveness. according to the research of china insurance research institute, byd auto's latest parts-to-whole ratio (the ratio of the total unit price of vehicle parts to the price of the whole vehicle) is 180%, which is the lowest in the industry and far lower than the current market average of 365.38%, greatly reducing customers' car maintenance costs.

treat each other with sincerity and live up to expectations

while paying attention to the maintenance quality of the vehicle itself, more than 10 million customers are the core of byd's after-sales care. based on the true pursuit of service and the service commitment to users, byd after-sales continues to enrich the content and form of services, and unremittingly explores digital services, striving to create a better car life for customers.

in order to better meet customer needs, byd after-sales relies on more than 1,700 offline stores, starting from customer experience, focusing on the entire life cycle of customers to continuously explore better service content and service products. at present, byd after-sales has established the industry's first sincere service charging pile installation service quality standard system, providing advance registration services for large customers, and has provided charging piles and installation services for more than 2 million customers; pick-up and delivery services and travel replacement services comprehensively and throughout the life cycle guarantee every car use scenario of customers; starlight service has been waiting for customers warmly at night for more than 100,000 hours; launched the industry's exclusive technical q&a platform "technician direct question" platform, 200+ professional technicians are online in real time, and reply to customers' car doubts in seconds; provide convenient accident reporting services, one-click reporting, no need to wait, and the insurance company responds immediately; and excellent second-hand car replacement services, etc.

in view of the advantages of new energy vehicles such as intelligence, networking and sharing compared to traditional fuel vehicles, byd after-sales service is actively promoting the digitalization of mobile travel service scenarios. online functions such as repair and maintenance appointments, vehicle pick-up and delivery, valet parking, vehicle repair, maintenance, and pick-up and delivery status have been fully applied. using smart cars to create smart services is a major solution for new energy vehicle after-sales service.

advanced technology and a complete service system require more talent to implement. byd after-sales has built a comprehensive and multi-faceted talent training system. in order to deal with problems of new energy vehicles, byd after-sales provides professional pre-job certification training for personnel in various positions to ensure the professionalism of personnel. at present, byd has established 4 major training centers, with an average annual training time of more than 1,420 days, and has certified 29,000 professional after-sales service personnel.

customer satisfaction has always been the foothold of after-sales service. in terms of improving customer experience, byd after-sales service has used nps customer surveys since 2021 to test the after-sales service system. in the 2023 nps (net promoter score) survey, byd's after-sales service net recommendation score remained above 95 points. in the 2023 china automobile industry customer experience index (cxi) report jointly released by zhuosi and china auto market magazine, byd's after-sales service experience ranked first among domestic brands. at the same time, with its excellent after-sales service, byd auto has won the china automobile golden wrench award for ten consecutive years, and has won the top three in the after-sales service satisfaction of the cass survey issued by the china automobile maintenance industry association for four consecutive years. it has twice won the first place in the new energy vehicle brand of the cacsi user satisfaction index issued by the china quality association, achieving a double harvest of word-of-mouth and trophies.

companionship is the longest confession of love, and service is the warmest companionship. based on the new starting point of the "10 million+ era", byd will continue to build a global automotive after-sales service system, uphold and carry forward the service concept of "diligence and sincerity" under the multi-brand matrix, and respond to customer expectations with more professional service capabilities and warmer service attitude.