客户研讨会J.D. Power 2016 客户研讨会汽车金融/保险分会场J.D. Power 2016 客户研讨会汽车金融/保险分会场2016年12月8日Winston Xue 薛珉GM, Financial Services 总经理，金融及服务行业事业部Road to Success – Auto Finance/Insurance 汽车金融和保险的未来之路客户研讨会Auto Finance keep growing steadily 中国车贷比例近年来整体稳定增长 贷款购买新车的百分比Percentage of New-Vehicle Purchases with Loan8%10% 11% 16% 14% 25%31% 31%28%5% 4%5% 8% 11% 14% 16% 15% 17% 200820092010201120122013201420152016豪华车Luxury主流车Mass Market年均增长率Average growth rate per year中国 China(2008 - 2016)豪华车 Luxury20.5% 主流车 Mass Market19.8% 来源：J.D. Power2008-2016年中国汽车销售满意度研究SM （SSI ）Source: J.D. Power China Sales Satisfaction Index (SSI) Study SM 2008-2016客户研讨会New car insurance still dominated by dealer 新车保险仍然被经销商垄断来源：J.D. Power 2016年中国售后忠诚度研究SM （SLS ）Source: J.D. Power China Service Loyalty Index (SLS) Study SM 2016 96%44%30%28%3%43%54%56%8%10% 9%1% 2% 3% 1% 3% 4% 4% The 1st time The 2nd time The 3rd time The fourth time购车的经销商处Dealership of purchasing car 保险公司Insurance Company非授权的经销商处Non-authorized dealership 网购Online purchase 其他Others客户购买保险的选择Where Insurance Was Purchased第1次 第2次 第3次 第4次客户研讨会新车 72%新车 28%Market potential is still huge 市场增长空间仍然巨大 2015 Auto Sales2015年汽车销量2016 Auto Finance Outstanding Balance* 2016年汽车金融贷款余额*2015 No. of Automobile 2015年汽车保有量29 Million 2900万62 Million 6200万154 Million 1.54亿245 Million 2.45亿2015 Auto Insurance Total Premium 2015年车险保费总额620 Billion 6200亿1.6 Trillion 16000亿900 Billion 9000亿7.6 Trillion 76000亿8.4X2.1X2.6X1.7XChinaUS China USChina USChina US客户研讨会Dealership is the determining factor 经销商仍然有着决定性影响Lube/ Oil/ Filter Change三滤更换10%25%18%23%28%29%0%20%40%60%80%100%Non-authorized service facility 非授权经销商 Authorized service center 授权经销商14%34%20%32%38%35%0%20%40%60%80%100%Repairs 维修PremiumNon-PremiumTier 1 Tier 2 Tier 3 Tier 4豪华车 主流车 一线城市 二线城市 三线城市 四线城市PremiumNon-PremiumTier 1 Tier 2 Tier 3 Tier 4豪华车 主流车 一线城市 二线城市 三线城市 四线城市出保后客户保养维修地点的选择Service Facility Customer Most Likely to use after Warranty Period客户研讨会43%39% 22% 19% 22%29% 29% 40% 32% 29%11% 15% 22% 20% 18%4% 5% 7% 11% 11%2% 2% 2% 5% 6%9% 7% 2% 4% 4%2% 3%5%8%8%0%25%50%75%100%20112012201320142015新车New vehicles服务Service零部件Spare parts 车险Auto insurance二手车Used vehicles其他Others车贷佣金Credit/ Loans commission 新车销售盈利压力凸显Profit from new vehicle sales decreased车贷佣金成为盈利重要来源Credit/ Loans commission become more importantProfit drive dealers to sell 利润驱动着经销商前进客户研讨会Dealers also gain higher customer satisfaction 经销商也收获了更高的客户满意度691638经销商处购买保险 Dealer helped insurance purchase 不在经销商处购买保险 Dealer didn’t help insurance purchase+53 新车保险购买对满意度的影响 Impact on Index - Insurance指数得分Index647621+26新车贷款对满意度的影响 Impact on Index - Loan709675贷款购车 Loan 一次付清 Cash+34 687635 +52豪华车市场 Premium交易过程满意度 Factor Deal Score 主流车市场 Non-Premium 交易过程满意度 Factor Deal Score豪华车市场 Premium交易过程满意度 Factor Deal Score 主流车市场 Non-Premium 交易过程满意度 Factor Deal Score客户研讨会Leasing – the next battlefield in dealership 融资租赁 – 经销商市场的下一个战场32%31% 35%40%40%42% 45%45%43%40%36%36%35%35%0%40%80%2010201120122013201420152016豪华车Luxury租赁Lease 贷款Loan11%12%13%18%20% 20%25%71%68%69%65%64%63%60%0%40%80%2010201120122013201420152016主流车Mass Market租赁Lease 贷款Loan 美国市场通过汽车金融购买新车的百分比Percentage of New-Vehicle Purchases with Loan in U.S.客户研讨会Leasing can’t have breakthrough in the short term 融资租赁短期仍难以改变格局知道(58%)了解(23%)考虑(15%)40%65%Leasing Sales Funnel 融资租赁的销售漏斗转换率Conversion Ratio I heard itI will consider itI know it客户研讨会How to improve Auto Finance penetration 汽车金融如何提高渗透率59%39%25% 22% 20% 15% 8% 6% 5% 5% 5% 4%2% 金融产品的利率高/服务费高，不合算 不了解借贷类产品 办理流程复杂不习惯使用借贷类产品 没有资金压力，不需要贷款 对经销商的信用或专业性存在担心 办理的时长无法满足提车时间的需求没有提供合适的产品提供选择过去借贷类产品的使用体验差家人/朋友影响 使用借贷类金融产品会觉得不体面 批复的结果（额度/期限等）未能满足期望，而… 申请贷款但未通过审核 请问您不使用按揭贷款或分期付款业务的担心/顾虑是？Concerns lead to Auto Finance rejectionHigh interest rate/feeDon’t understand loan productProcedure too complicated Not used to loan products No cash pressure, no need for loan Concern on dealer credit/professionalismProcess takes too much timeNo suitable productPrevious loan experience poorInfluenced by family/friendsNo face if use loan productsCredit facility below expectation Applied but not approved客户研讨会Process efficiency – Auto Finance at dealer end 流程效率 – 汽车金融在经销商端的执行2016年中国DFS 零售信贷 – 关键绩效指标2016 China Retail Credit —Key Performance Indicators按照因子列出的KPI /KPIs by Factor执行率 Implementation Rate 落实后的满意度变化Osat lift when meet118 11573 4428 135144 3339申请及审批流程 Application/ Approval Process 当需要咨询或寻求帮助时，每次都能联系上工作人员 Can reach the working staff at all times when needed 37% 贷款申请系统界面易操作且稳定 Loan application system easy to operate and stable 78% 有相关系统能支持实时跟踪贷款进度查询Relative system that support loan progress query 88% 从递交申请文件到贷款审批通过，所花费的时间在2天之内 Time taken from submission to approval is within 2 days 54%为购车者提供微信公众号手机端服务 Provide official accounts of Wechat to customers 41% 在放款时，不需要经销商阶段性担保Don’t need phase guarantee of dealer35%销售关系维护 Sales Representative Relationship 销售人员与您联系的方式超过两种Number of the ways CR contacts you more than 2 69% 销售代表/金融专员为经销店提供的服务符合经销店的需求 CR's roles meet dealer's expectation49%针对汽车金融业务提供培训的频率，不低于平均每季度1次 Frequency of the training at once every quarter or more 73%产品的提供与选择 Finance Provider Offerings/ Products 贴息产品合同量得占比高于70%Contract quantity of subsidy product more than 70%43%客户研讨会5%7%11%38% 38%申请贷款到通过审批经历的多长时间Time taken from application submission to approval6%8%12%35%38%从贷款审批通过到取得贷款经历的时间Time taken from customer submit all materials toreleasingProcess efficiency – Auto Finance at consumer end 流程效率 – 汽车金融在客户端的执行一个小时以内 一小时以上~半天以内 半天以上~一天以内 1-3天 3天以上 Within 1 hour 1 - 12 hours 12 - 24 hours1 - 3 daysMore than 3days一个小时以内 一小时以上~半天以内 半天以上~一天以内 1-3天 3天以上 Within 1 hour 1 - 12 hours 12 - 24 hours1 - 3 daysMore than 3days客户研讨会How can Auto Insurance avoid price war 汽车保险如何跳出价格战美国汽车保险研究中满意度指数对忠诚度的影响 Impact of Satisfaction on Customer Loyalty – US National美国汽车保险研究 一定会续约 % Definitely will renew%积极评价的数量 # of Positive comments负面评价的数量 # of Negative comments一定会推荐 % Definitely will recommend %很满意Delighted (>900) 75% 2.5 0 74% 比较满意Pleased (750-899) 42% 1.3 0.1 35% 不太满意Indifferent (550-749) 19% 0.6 0.2 10% 很失望Displeased (< 549)12%0.20.95%客户研讨会Auto Insurance – consumers expect better services 汽车保险 – 客户仍然期望高质量的服务客户对于保险公司的选择Customer’s Choice on Insurance Company10%12%10%10%12%21% 16%16% 19% 13% 33% 42%41% 36% 49%36%30%33%35%25%0%20%40%60%80%100%您自己选择的保险公司，保险公司业务代表被第三方机构认证为卓越服务代表 您自己选择的任意一家保险公司 4S 店销售代表推荐的保险公司，保险业务代表被第三方机构认证为卓越服务代表 4S 店销售代表推荐的任意一家保险公司 Tier 1Tier 2 Tier 3 New car Renew 一线城市 二线城市 三线城市 首购 增购/ 换购You choose Insurance with certified Premier Service Rep You choose InsuranceDealer refer Insurance with certified Premium Service Rep Dealer refer Insurance客户研讨会Auto Insurance – higher price requires dealer support 汽车保险 – 较高的价格需要经销商的配合客户对于保费的选择Consumers’ choice on insurance premium18%26%14%51% 54%49%31%19%37%0%20%40%60%80%100%保费应该视其它条件而定有卓越服务代表的保险公司保费应该与其它保险公司持平 有卓越服务代表的保险公司保费可以比其它保险公司高Total Dealer’s recommend Self choice总体 4S 店推荐 自己选择Premium rate depends on other conditionsInsurance with Premier Service Rep should have same premium rates Insurance with Premier Service Rep can have higher premium rates客户研讨会Key Takeaway 要点总结•汽车金融渗透率的进一步提升机会在于 •豪华车型 – 结合经销商二手车体系建设逐步推进融资租赁业务•主流车型 – 通过改善人员沟通和贷款审批及发放的效率以提高贷款购车比例•汽车保险利润进一步提升的机会在于 •提升客户服务满意度提升忠诚度 •通过与经销商进一步合作提升定价能力•Opportunities for Auto Finance to improve penetration•Luxury – build leasing business step by step following development of dealer used car business•Mass market – improve communication and process efficiency on credit approval and loan release to increase loan penetration•Opportunities for Auto Insurance to improve profitability•Improve service satisfaction to enhance loyalty •Work with dealers to improve pricing客户研讨会2017 J.D. Power initiatives in Auto Finance/Insurance 2017年J.D. Power 汽车金融/保险动态•2017年5月 – 汽车金融满意度研究（经销商）Dealer Financing Satisfaction Study•2017年6月 –汽车销售满意度研究 Auto Sales Satisfaction Index•2017年7月 –汽车服务满意度研究（包含售后忠诚度研究)Auto Customer Satisfaction Index (including Customer Loyalty Study)•2017年9月 – 汽车保险满意度研究 Auto Insurance Satisfaction Study•2017年12月– 汽车金融满意度研究（模型测试）Consumer Financing Satisfaction Study (Model testing)客户研讨会谢谢Thanks。