Qijie Charge - Customer and Driver Satisfaction Study
Company overview
Times Qijie New Energy Technology (Shenzhen) Co., Ltd. is a wholly-owned subsidiary under CATL, dedicated exclusively to new energy heavy-duty truck charging services. The company provides efficient and sustainable energy supply solutions tailored for high-intensity operations in logistics, ports, and long-haul transport. Its core business models include station purchase, battery leasing, charging services, and co-built station development. By establishing a standardized, modular charging infrastructure system, the company enables heavy-duty trucks to complete rapid energy replenishment within minutes. Leveraging CATL's technological advantages in battery technology and supply chain integration, Times Qijie has deployed numerous intelligent charging stations nationwide, building an extensive customer service network. The company continues to drive the large-scale adoption of green, low-carbon transportation solutions in the new energy commercial vehicle sector.
Research background
With the rapid expansion of Qijie Charge's business and the continuous diversification of its cooperation models, the client base has become more diverse, and service touchpoints have grown increasingly complex. As different client types exhibit variations in cooperation pathways, service expectations, and actual experiences, the company urgently needs to re-examine its internal processes and service logic from a customer-centric perspective. Current key dimensions influencing client evaluations of partnership quality include the professionalism of sales communication, clarity of contract performance, timeliness of delivery execution, and coordination efficiency in after-sales response. At the same time, client attrition and declining satisfaction levels are closely linked. Therefore, Times Qijie aims to conduct a professional research effort to comprehensively assess customer satisfaction levels and key pain points across its four business cooperation models, identify genuine needs and emotional shifts at various stages of the partnership cycle, and provide actionable insights to support the development of forward-looking customer management and operational optimization strategies.
Research scope
In September 2025, CEIDEA Research was commissioned by Times Qijie New Energy Technology (Shenzhen) Co., Ltd. to conduct this specialized customer satisfaction study. The research focuses on the company's four key cooperation models—station purchase, battery leasing, charging service, and co-built station development—and employs a combined qualitative and quantitative approach. Enterprise-side surveys will cover 8 key client organizations, with in-depth interviews and on-site visits conducted with three core executives from each enterprise, focusing on the full journey from initial contact through contract signing, delivery, usage, and after-sales support. The study will systematically evaluate satisfaction and feedback across key areas such as sales communication, contract fulfillment, site delivery, operation and maintenance services, and settlement mechanisms. For the driver side, a survey of 200 drivers using Qijie's bottom-end vehicle models will be conducted via telephone questionnaires and SMS outreach to collect subjective feedback and suggestions on key touchpoints including station convenience, wait time, equipment stability, service attitude, and station distribution. Additionally, interviews with internal Qijie Charge service and operations personnel will be conducted to enhance understanding of current service mechanisms and client management processes, forming a 360-degree customer satisfaction evaluation framework. The study will particularly focus on unmet potential needs and underlying causes of friction or client attrition, providing empirical evidence to support Qijie Charge's future development of a customer experience management model and refined service strategies.
Expected outcomes
This study will establish a comprehensive customer satisfaction evaluation framework and sustainable tracking mechanism covering multiple business models for Qijie Charge, fully revealing the satisfaction levels and differentiated needs of enterprise clients and driver groups across various touchpoints throughout the partnership lifecycle. Through quantitative analysis of authentic feedback from clients in key areas such as sales, delivery, charging experience, and after-sales service, the study will identify key factors influencing satisfaction and frequently reported pain points, pinpointing process gaps and priority improvement areas. Additionally, insights derived from in-depth interviews on potential unmet needs and root causes of client attrition will provide targeted recommendations for the company in optimizing product solutions, refining client communication mechanisms, improving service coordination workflows, and enhancing supplier management practices. Ultimately, the study aims to enhance overall customer satisfaction, strengthen brand trust, and improve partnership stability, enabling Qijie Charge to maintain a leading position and achieve high-quality, sustainable growth in the new energy heavy-duty truck charging service market.
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