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.
01. The CAACS Survey: A “Benchmark" for the Healthy Industry Development
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.
02. Behind the Continued Top Ranking: Systematic Reform Driven by User Value
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.
03. Beyond Cars: Deeply Cultivating the "Full-Cycle" User Service Ecosystem
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.
