The 2022 annual meeting of the User Working Committee of the China Construction Machinery Industry Association was successfully held in Changzhou on December 20, with the "Guiding Opinions of the Central Committee of the Communist Party of China on Carrying Out Quality Improvement Actions" and "The Office of the Ministry of Industry and Information Technology on Doing a Good Job 2022" "Announcement on the Work of Industrial Quality Brand Construction" and other documents as guidance, carry out quality improvement actions in the construction machinery industry with the market quality concept of "promoting quality improvement and achieving customer satisfaction", and take "quality integrity, customer satisfaction" as the theme, and The industry publicly released the "Survey Results of User Satisfaction Evaluation of Concrete Machinery, Road Maintenance Machinery, Aerial Work Machinery and Rotary Drilling Rigs in 2022". Under the leadership of the China Construction Machinery Industry Association, the focus of the work of the User Working Committee is "to conduct user satisfaction research, enterprise product quality research, etc.", "collect and feedback industry product quality information, assist the government in quality management, and promote products. "Continuous improvement of variety, performance and quality" is guided by the market demand information from the user end to promote the improvement of the supply side quality of the construction machinery industry, the external quality demand to promote the internal quality improvement, and continuously improve the international competitiveness of China's construction machinery product quality.
Ms. An Zhifang, Deputy Secretary-General of the User Working Committee of China Construction Machinery Industry Association, released the survey results. According to the work deployment of the User Working Committee in 2022, according to "Guide to Customer Satisfaction Evaluation Models and Methods" GB / T19038-2009, "General Rules for Customer Satisfaction Evaluation" GB / T19039-2009 and "Construction Machinery User Satisfaction Evaluation Standards (Trial)", organized nationwide customer satisfaction surveys of concrete machinery, road maintenance machinery, aerial work machinery and rotary drilling rig products to give play to the needs of users Role to promote the quality of construction machinery and achieve customer satisfaction. The concrete machinery products investigated this year include concrete mixing stations, concrete boom pump trucks, and concrete mixing transport vehicles; road construction and maintenance machinery products include road rollers, graders, pavers, asphalt mixture mixing equipment, and thermal regeneration equipment; high-altitude operations Mechanical products include aerial platforms, aerial platforms, aerial working baskets, and window cleaners; piling machinery products include rotary drilling rigs. The evaluation index system is constructed in 7 dimensions, including overall satisfaction evaluation, brand image evaluation, product quality evaluation, service quality evaluation, value evaluation, complaint and loyalty.
In 2022, we visited 31 end-users of concrete machinery, road maintenance machinery, aerial work machinery, and rotary drilling rig end users, and obtained nearly 6,000 access samples through letters, telephones, and other methods, involving 74,300 products. Taiwan, covering nearly 110 manufacturers of different brand products, has collected a large amount of valuable user evaluation information, which is very worthy of corporate reference. The dimensions of the evaluation index system are the same as before, including overall satisfaction evaluation, brand image evaluation, product quality reliability evaluation, service quality evaluation, perceived value evaluation, user complaints, and user loyalty. The evaluation results are highly comparable.
In the context of China's supply-side structural reform and comprehensive implementation of quality improvement actions, the construction machinery industry is entering a new period of high-quality development. What is the user evaluation of products in various industries in the construction machinery market in 2019? Let us listen to the opinions of users through the evaluation survey organized by the User Working Committee of the China Construction Machinery Industry Association, and find out how to promote the jump in product quality from "qualified rate" to "satisfaction"?
I. Results of user evaluation of concrete machinery products:
A survey of user satisfaction evaluation of concrete machinery products involves a total of 2015 concrete mixer stations, concrete boom pump trucks, and concrete mixer transport trucks. The overall user satisfaction score of the concrete machinery industry is 82.3 points. User satisfaction dropped by 2.8 points.
1. The user satisfaction score of the concrete mixing station is 83.1 points. Looking at all the indicators of user satisfaction of concrete mixing stations, users have a higher evaluation of brand image and users have lower evaluations of loyalty. The following issues of user experience need attention:
(1) The problems complained by users of concrete mixing stations are mainly quality reliability, timeliness of maintenance, and product failure rate.
(2) The first four items of the frequent failure sites that the users of concrete mixing stations feel are electrical control systems, material conveying systems, mixing hosts and material weighing systems.
(3) The top three factors that users pay attention to when purchasing a concrete mixing station are the overall machine price, brand awareness, and manufacturer's manufacturing capabilities.
2. The user satisfaction score of the concrete boom pump truck is 80.7 points. In terms of all indicators of user satisfaction of concrete boom pump trucks, the evaluation of user experience services is high, and the evaluation of user loyalty is low. The following issues of user experience need attention:
(1) The complaints of users of concrete boom pump trucks are mainly product quality, timeliness of maintenance, and purchase of accessories.
(2) The first four items of the frequent failure parts that the users of concrete boom pump trucks experience are the hydraulic system, electrical system, transmission pipeline system and pumping system.
(3) The top four factors that users pay attention to when purchasing concrete boom pump trucks are brand awareness, manufacturer's manufacturing capacity, overall machine price, and user evaluation reputation.
3. The user satisfaction score of the concrete mixer truck is 82.3 points. Looking at all the indicators of user satisfaction of concrete mixer trucks, users have a higher evaluation of brand image and users have a lower evaluation of loyalty. The following issues of user experience need attention:
(1) The complaints of users of concrete mixer trucks mainly include the timeliness of maintenance, maintenance costs, product quality, and repair skills.
(2) The first three items of the frequent failure parts that the concrete mixer truck users feel are the chassis, hydraulic system and control system.
3. User evaluation results of aerial work machinery products:
Survey and evaluation of user satisfaction of aerial work machinery products, involving a total of 69058 units of various types of aerial work platforms, aerial work vehicles, aerial work baskets, and window cleaners. As a result of the second evaluation, user satisfaction decreased by 2.0 points.
1. The user satisfaction score of aerial operation truck is 84.9 points. Looking at all the indicators of user satisfaction of aerial work vehicles, users have a higher evaluation of brand image and a lower evaluation of loyalty. The following issues of user experience need attention:
(1) The problems complained by users of high-altitude operation trucks are mainly product quality, timeliness of service, maintenance costs, and timeliness of accessories.
(2) The top four items of frequent failures that high-altitude truck users experience are hydraulic systems, electrical systems, chassis, and control systems.
(3) The top three factors that users pay attention to when purchasing high-altitude operation vehicles are brand awareness, manufacturer's manufacturing capabilities, and safety in use.
2. The user satisfaction score of aerial work platform is 80.3 points. Looking at all the indicators of user satisfaction for aerial work platforms, users have higher brand image and user experience services, and users have lower loyalty.
