As China's construction machinery market gradually enters the stock market, the needs of user groups are increasingly diversified. Therefore, it requires not only the solution of the whole life cycle of the equipment, but also the disassembly and response of differentiated needs.
In order to improve the service level of China's construction machinery post market, promote the construction of China's construction machinery post market service system, and guide the benign, sustainable and healthy development of construction machinery industry services. Since August 2021, construction machinery today and construction machinery and maintenance have jointly carried out a thorough investigation and Research on the software and hardware strength of mainstream channel services of China's construction machinery, so as to explore the transformation and upgrading of mainstream channel service business, create richer service value for customers, create a new and more valuable user service coordinate system, and help develop the road of transformation. Finally, the list of "top 50 Chinese construction machinery services in 2021" was released.
This survey involves 171 construction machinery agents and technical service providers. Corporate service brands cover more than 50 domestic and foreign brands, including Sany, XCMG, Zoomlion, Liugong, Lingong, caterpillar, Komatsu, Hitachi, Hyundai, Doosan, case and Volvo. The region covers all provinces and regions except Hong Kong, Macao and Taiwan.
Based on the statistical data of this survey, China Construction Machinery Industry Market Research Center makes an in-depth analysis of the service capacity of construction machinery agents and technical service providers. This paper shares the main index analysis results to colleagues in the industry. These contents not only represent the service capacity and service level of the top 50 Chinese construction machinery service enterprises in 2021, but also outline the operation status of the post market service field of China's construction machinery industry at this critical turning point.
1、 Service operation index analysis
The average per capita service income is 385200 yuan, up to 2 million yuan
The average per capita service income of the participating enterprises is 385200 yuan, the minimum value is 65600 yuan, the maximum value is 2 million yuan, and the maximum value is 5 times of the average value.
Enterprises below the average accounted for 65% and those above accounted for 35%. From the results, the overall difference table is large, and the value of head enterprises has raised the average level.
The specific distribution of enterprises with different per capita service income is shown in the figure. Specifically, enterprises with "6.56 ≤ per capita service income (10000 yuan) < 17.76" account for 25%; Enterprises with "17.76 ≤ per capita service income (10000 yuan) < 38.52" account for 40%; Enterprises with "38.52 ≤ per capita service income (10000 yuan) < 97.07" accounted for 32%; Enterprises with "97.07 ≤ per capita service income (10000 yuan) ≤ 200" accounted for 3%.
The average number of service equipment per capita is 54, up to 172
The average number of service guarantee equipment per capita of the candidate enterprises is 54, the minimum value is 2, and the maximum value is 172. The maximum value is three times the average value.
The proportion of enterprises below the average value is 60%, and the proportion of Enterprises above the average value is 40%.
Among them, the enterprise with the minimum number of service support equipment per capita is a professional technical service provider, and its service and maintenance is shield machine, mining machinery and other large-scale construction machinery and equipment. Similarly, from the results, the overall difference table is large, and the value of head enterprises has raised the average level.
The specific distribution of enterprises with different per capita service support equipment is shown in the figure. Specifically, "2 ≤ per capita service support equipment < 29" accounts for 25%; Enterprises with "29 ≤ per capita service support units < 54" accounted for 35%; Enterprises with "54 ≤ per capita service support units < 110" accounted for 35%; Enterprises with "110 ≤ per capita service support units ≤ 172" accounted for 5%.
The average value of service driven accessories per capita is 733200 yuan, and the maximum value is 2985100 yuan
Among the participating enterprises, the average value of accessories sales driven by service personnel per capita is 733200 yuan, the minimum value is 70600 yuan and the maximum value is 2985100 yuan. According to the ranking from large to small, the sales volume of accessories of enterprises in the middle is 587000 yuan, which is less than the average value of 24.91%. This also means that among the top enterprises participating in the election, especially those selected as the top 50 enterprises of China's construction machinery service in 2021, the per capita sales volume of accessories driven by service personnel is much higher than the industry average level.
The proportion of enterprises below the average value is 66%, and the proportion of Enterprises above the average value is 34%.
The specific distribution of participating enterprises with different per capita sales of accessories is shown in the figure. Specifically, "7.06 ≤ per capita sales of accessories driven by services (10000 yuan) < 35.83" accounts for 24%; Enterprises with "35.83 ≤ service driven parts sales per capita (10000 yuan) < 73.32" accounted for 42%; Enterprises with "73.32 ≤ service driven parts sales per capita (10000 yuan) < 147.40" account for 25%; Enterprises with "147.40 ≤ service driven parts sales per capita ≤ 298.51" accounted for 9%.
The average market absorption rate after agent is 35.24%, and the maximum is 81.9%
The post market absorption rate is the gross profit of post market sales / the total expenses of the company.
As shown in the figure, the situation of agents with different post market absorption rates: the average value is 35.24%, the minimum value is 3.7%, the maximum value is 81.9%, and the middle value is 33.55%. The proportion of enterprises below the average value is 62.9%, and the proportion of Enterprises above the average value is 37.1%. For this core index to measure the profitability of the post agent market, the leading enterprises are very ahead, and there is still a large gap between the middle and rear enterprises.
From the above data, it can be seen that as the core index to measure the profitability of agents in the post market, the head enterprises are very ahead, while the middle and rear enterprises still have a large gap. Very few enterprises with a post market absorption rate of 100% are professional technical service providers. All their businesses are in the post market module and can achieve good profit performance.
2、 Service human resource capability analysis
The average number of service engineers is 114, up to 700
The average number of candidates is 87, and the minimum number of candidates is 87. The maximum value is 6 times the average value.
Enterprises below the average value accounted for 54.92%, and those above accounted for 45.08%.
Enterprises with less than 114 service engineers are mainly small agents and technical service providers. Enterprises with 114 to 515 service engineers are mainly medium and large agents, while enterprises with more than 515 service engineers are mainly large agents.
The specific distribution of enterprises with different number of service engineers is shown in the figure. Specifically, "10 ≤ number of service engineers < 40" accounted for 16.32%; Enterprises with "40 ≤ service engineers < 114" accounted for 38.6%; Enterprises with "114 ≤ number of service engineers < 515" accounted for 41.58%; Enterprises with "515 ≤ number of service engineers ≤ 700" accounted for 3.5%.
The average proportion of service engineers with more than 3 years of experience is 74.62%, and the highest proportion is 100%
The number of service engineers with more than 3 years accounts for 74.62% of the top 50 enterprises, with a minimum of 18% and a maximum of 100%.
Enterprises below the average accounted for 42%, and those above accounted for 58%. In other words, nearly 60% of enterprises have more than three years of engineers, exceeding the average level.
Overall, the level of service human resources in the industry is differentiated.
The distribution of enterprises with different proportion of service engineers with more than 3 years of experience is shown in the figure. Specifically, "service engineers with more than 18 ≤ 3 years of experience account for 62.75%" accounting for 24.5%; "62.75% ≤ service engineers with more than 3 years of experience < 74.62%" accounted for 17.5%; Enterprises with "74.62% ≤ more than 3 years of experience and less than 90.00% of service engineers" accounted for 35.20%; Enterprises with "90.00% ≤ more than 3 years of experience and service engineers ≤ 100.00%" accounted for 22.80%.
3、 Maintenance and accessories capability analysis
The average number of service vehicles is 84, and the maximum number is 418
The average number of service vehicles is 84, the minimum is 4 and the maximum is 418. The maximum value is five times the average value.
The proportion of enterprises below the average value is 61.4%, and the proportion of Enterprises above the average value is 38.6%.
The specific distribution of enterprises with different service vehicles is shown in the figure. Specifically, "4 ≤ number of service vehicles < 25" accounts for 28%; Enterprises with "25 ≤ service vehicles < 84" account for 33%; Enterprises with "84 ≤ number of service vehicles < 118" accounted for 14%; Enterprises with "118 ≤ number of service vehicles ≤ 418" accounted for 25%.
The average area of maintenance workshop is 3794m ?， The maximum value is 31396m ?
The average area of the maintenance workshop is 3794m ?， The minimum value is 0 M ?， The maximum value is 31396 M ?， The maximum value is 8 times the average value.
Some enterprises without maintenance workshops belong to professional technical service providers, and their technical and maintenance services are mainly on-site services.
The proportion of enterprises below the average value is 69.18%, and the proportion of Enterprises above the average value is 30.82%; In addition to individual enterprises, we found that the area of the maintenance workshop exceeded 1000m2, reaching nearly 80%. This hardware index has become a necessary condition for enterprises to provide services in China's construction machinery circulation market.
The specific distribution of enterprises with different repair workshop areas is shown in the figure. Specifically: "0 ≤ maintenance workshop area scale < 1000 m" ?” Enterprises accounted for 21%; “1000 m ? ≤ maintenance workshop area scale < 3794 M ?” Accounting for 48% of enterprises; “3794 m ? ≤ maintenance workshop area scale < 7200 M ?” Accounting for 24% of enterprises; “7200 m ? ≤ area and scale of maintenance workshop ≤ 31296 M ?” Enterprises accounted for 7%.
The average 24-hour repair rate was 91.64%, and the maximum was 100%
The average 24-hour repair rate of the participating enterprises is 91.64%, of which the lowest enterprise is 42% and the highest enterprise is 100%. The median value is 95.5%. The 24-hour repair rate is one of the core criteria for users' service satisfaction. The service satisfaction of more than 90% of the participating enterprises shows that the top 50 service enterprises in China's construction machinery industry represent the excellent service force of China's construction machinery industry.
Enterprises below the average accounted for 31.58%, and enterprises above the average accounted for 68.42%.
The specific distribution of enterprises with different 24-hour repair rates is shown in the figure. Specifically, "42% ≤ 24-hour repair rate < 75%" accounts for 7%; "75% ≤ 24-hour repair rate < 91.64%" accounted for 24%; "91.64% ≤ 24-hour repair rate < 98%" accounted for 53%; "98% ≤ 24-hour repair rate ≤ 100%" accounted for 16%.
The average one-time delivery rate of accessories is 95.45%, and the maximum value is 100%
The average one-time delivery rate of accessories within the warranty period of the candidate enterprises is 95.45%, the minimum value is 76.4%, and the maximum value is 100%.
Enterprises below the average value accounted for 38.6%, and enterprises above the average value accounted for 61.4%
The specific distribution of candidate enterprises with one-time delivery rate of accessories in different warranty periods is shown in the figure. Specifically, "76.4% ≤ one-time delivery rate of accessories within the warranty period < 88%" accounts for 12%; "88% ≤ one-time delivery rate of accessories within the warranty period < 95.45%" accounted for 26%; Enterprises with "95.45% ≤ one-time delivery rate of accessories within the warranty period < 98%" accounted for 18%; "98% ≤ one-time delivery rate of accessories within the warranty period ≤ 100%" accounted for 44%.
From the survey, the proportion of three-year service engineers, 24-hour repair rate and one-time delivery rate of accessories account for more than 50% of the enterprises whose three indicators exceed the average value.
4、 Training capability analysis
The enterprises participating in the election realize an average of 896 person times of training every year, with a maximum of 7350 person times
The average training scale of the participating enterprises is 896 person times / year, the minimum is 10 person times / year, the maximum is 7350 person times / year, and the middle value is 285 person times / year.
Enterprises below the average value accounted for 75.44%, and those above accounted for 24.56%.
Although for the construction machinery service enterprise groups such as agents and technical service providers, the upgrading of human resources level, especially the lack of mature service personnel, has always been a difficult problem, and the internal and external training of the enterprise is the only way, we can see that the training scale of the candidate enterprises is very different. This difference will also lead to great differences in the strength of service human resources in the future.
Specifically, "10 ≤ training scale (person times / year) < 450" accounted for 61.4%; Enterprises with "450 ≤ training scale (person times / year) < 896" accounted for 14.04; Enterprises with "896 ≤ training scale (person times / year) < 1500" accounted for 12.28%; Enterprises with "1500 ≤ training scale (person times / year) ≤ 7350" accounted for 12.28%.
The average number of training is 41 times a year, up to 336 times
The average training cycle of participating enterprises is 41 times / year, the minimum value is 1 time / year, the maximum value is 336 times / year, and the middle value is 24 times / year. Enterprises below the average value accounted for 69.18%, and those above accounted for 30.82%. Different training cycles also represent the importance of enterprises to training and human resources. 7% of enterprises have more than 98 training times a year, that is, more than 8 training times a month. Such enterprises that attach great importance to training are concentrated in caterpillar agents and some other group agents.
The specific distribution of enterprises participating in different training cycles is shown in the figure. Specifically, "1 ≤ training cycle (times / year) < 11" accounted for 21.32%; Enterprises with "11 ≤ training cycle (times / year) < 41" accounted for 47.86%; Enterprises with "41 ≤ training cycle (times / year) < 98" accounted for 23.8%; Enterprises with "98 ≤ training cycle (times / year) ≤ 336" accounted for 7.02%.
5、 Analysis of operation capacity of second-hand equipment
The average trading volume of second-hand equipment is 442 sets / year, up to 3000 sets / year
The annual trading volume of second-hand equipment of the candidate enterprises is up to 3000 units, the lowest is 0 units, the average is 442 units, and the middle value is 242 units. Among them, enterprises without second-hand equipment transactions or with small annual transaction volume are mainly technology service providers.
Enterprises above the average accounted for 35.66%.
Specifically, the specific distribution of different second-hand equipment trading volume participating enterprises is shown in the figure. Among them, "0 ≤ second-hand equipment trading volume (sets / year) < 93" accounted for 20.56%; Enterprises with "93 ≤ second-hand equipment trading volume (sets / year) < 442" accounted for 44.1%; Enterprises with "442 ≤ second-hand equipment trading volume (sets / year) < 1200" accounted for 28.32%; Enterprises with "1200 ≤ second-hand equipment transaction volume (sets / year) ≤ 3000" accounted for 7.02%. According to the data, the enterprises with more than 1200 second-hand equipment transactions are mainly large group agent enterprises that act as agents in many provinces and regions.
94.74% of enterprises have established second-hand equipment service system
94.74% of enterprises have built a service system for second-hand equipment, and only 5.26% of enterprises have not built the system, while the service system of second-hand equipment of most agent enterprises completely or partially coincides with that of new machines.
Among them, the average annual trading volume of second-hand equipment is 442, the minimum value is 0, and the maximum value is 3000. Among them, enterprises without second-hand equipment transactions or with small annual transaction volume are mainly technology service providers.
Enterprises below the average value accounted for 64.66%, and those above accounted for 35.34%. Enterprises with an annual trading volume of more than 1200 second-hand equipment are mainly large group agent enterprises acting in multi province regions.
6、 Analysis of digital service capability
96.49% of enterprises have digital service platforms
96.49% of the participating enterprises have a digital platform to monitor, manage and evaluate the whole process of service. Most enterprises manage the whole process of service through the service management system of agent or authorized brand manufacturer combined with self built management system. A few enterprises have begun to use 4K system and Mr remote intelligent helmet to monitor and manage the whole process of digital platform services.
The use of digital system has greatly improved the internal management efficiency and the business operation effect. Through the system, the management of equipment before, during and after sales can be connected through the whole business chain.
Some systems also realize the functions of online consultation and sales, real-time equipment information query, equipment maintenance reminder and appointment, online repair application, remote equipment diagnosis and oil sample data analysis, so as to help customers better manage the equipment online.
94.74% of enterprises use WeChat official account and small program to serve.
94.74% of the participating enterprises use customer service platform such as WeChat official account and small program to manage after-sales service, and enhance the viscosity between users.
Tiktok, WeChat kits, friends, APP, jitter, and fast hand channels have opened up multi-dimensional and all directional information contacts, carried out enterprise publicity and after-sales service, promoted basic knowledge of equipment maintenance, customer service skills, and enhanced communication and interaction with customers through activities such as Kwai Chung's praise and appreciation. Thus enhancing the viscosity with customers.
Some enterprises have also realized e-commerce functions through micro signals and small programs. There is a member center management module to enhance the sales of accessories and maintenance products by means of consumption point deduction, coupons, e-commerce activity days, "super member" discount controllable / directional discount, etc.
