ZTE Intelligent Automotive - Customer Satisfaction Study
Company overview
ZTE Intelligent Automotive Co., Ltd. is a wholly-owned subsidiary of ZTE Communications Co., Ltd., officially established on July 28, 2016, in Zhuhai. It bears the strategic responsibility of ZTE Communications' entry into the new energy vehicle (NEV) industry. Adhering to the brand philosophy of "Intelligent Manufacturing for Excellent Vehicles, Intelligent Connectivity for the Future," the company leverages its parent company's technological strengths in communication technologies, smart manufacturing, and the Internet of Things to develop intelligent, new energy vehicle solutions for the future. Its products are widely applied in public transportation, urban mobility, and other scenarios, positioning it as one of the emerging forces in China's new energy vehicle sector…
Research background
With continuous advancements in new energy vehicle technologies and intensifying market competition, customers' demands for product quality and service excellence have been steadily rising. To enhance its market competitiveness, ZTE Intelligent Automotive needs to systematically understand the overall evaluations of various customer roles—such as drivers, maintenance personnel, technical management, and passengers—regarding current products and services. Through this research, the company aims to identify customer pain points and service weaknesses, and promptly adjust its product strategies and service offerings to better align with market and user needs.
Research scope
In December 2017, CEIDEA Research was commissioned by ZTE Intelligent Automotive to conduct a customer satisfaction survey targeting individuals involved in various stages of product usage. Survey participants included drivers, maintenance personnel, maintenance managers, deputy maintenance managers, deputy technical managers, and end-user passengers. Through in-depth questionnaire and interview sessions, the study comprehensively assessed users' perceptions of the ZTE vehicle products in terms of quality stability, performance, ease of operation, comfort, maintenance convenience, after-sales response efficiency, and customer service quality. Special attention was given to the issues encountered during actual use and user suggestions for improvement. A comprehensive satisfaction index system was established across various product and service dimensions, enabling the identification of key improvement areas.
Expected outcomes
The final report will provide ZTE Intelligent Automotive with a comprehensive and systematic evaluation of its products and services, combining quantitative data and qualitative insights to precisely identify core issues and potential optimization directions. The research findings will support the company in focusing future R&D efforts on users' core needs, while driving process optimization within its service system and enhancing overall customer satisfaction. This will help establish a closed-loop product and service ecosystem centered on user experience, accelerating ZTE's journey toward becoming a market-leading intelligent automotive brand.
Scan to add our research consultant