新能源汽车售后服务体系建设分析  

Analysis of new energy vehicle after-sales service system construction

作　　者：杜翔 Du Xiang(General Motors(China)Investment Co.,Ltd.,Shanghai 200080,China)

机构地区：[1]通用汽车(中国)投资有限公司,上海200080

出　　处：《汽车知识》2025年第2期235-238,共4页AUTOMOTIVE KNOWLEDGE

摘　　要：随着新能源汽车市场迅速扩展,售后服务响应迟缓和客户体验欠佳成为制约行业进步的关键问题。针对这一现状,本文聚焦新能源汽车售后服务体系的构建与完善,深入探讨了创新售后服务管理模式的核心价值及其面临的挑战,并系统地归纳了一系列有效的建设策略。此外,还借鉴了国际先进经验,特别是特斯拉在优化全球服务网络方面的成功案例和蔚来汽车的秒级响应,分析特斯拉、蔚来如何有效提升服务效率和服务质量,为其他新能源汽车品牌提供参考范例。With the rapid expansion of the new energy vehicle market,slow after-sales service response and poor customer experience have become key issues restricting industry progress.In response to this situation,this study deeply explores the core values and challenges faced by innovative after-sales service management models,and systematically summarizes a series of effective construction strategies.In addition,it also draws lessons from international advanced experience,especially the successful case of Tesla in optimizing global ser-vice network and the second response of NIO.By analyzing how Tesla and NIO effectively improve service efficiency and service quality,it provides reference examples for other new energy vehicle brands.

关 键 词：新能源汽车 售后服务体系 建设策略 

分 类 号：U469.7[机械工程—车辆工程]