Abstract: According to the third-party vehicle initial quality study results, the product model headrest comfort complaints is higher than that of other models. In order to identify the specific reasons for customer complaints and to formulate improvement measures to improve customer satisfaction, four benchmark models were selected for research and analysis. According to the survey results and the influencing factors of headrest comfort, subjective evaluation method was used to compare and analyze the satisfaction of the important indicators and the overall comfort of the headrest of the five models, and results show that the evaluators were the most dissatisfied with the hardness of the model. Further objective data measurement of important performance indicators of v

Key words: Initial quality study; Headrest comfort; Subjective evaluation; Objective measurement; Improvement measures

摘要： 文章根据第三方新车质量调研结果，本品车型头枕舒适性抱怨相对其他车型百车抱怨 数较高。为了明确顾客抱怨具体原因，并且制定改善对策提升顾客满意度，选取了 4 款对标 车型进行研究分析。根据调研结果及头枕舒适性影响因素，采用主观评价的方法分别对 5 款 车型头枕重要指标满意度和头枕整体舒适性进行了对比分析。结果显示，评价人员对本品车 型硬度最不满意。进一步对头枕重要性能指标进行客观数据测量，测量结果与主观评价结果 相吻合，最终确定头枕硬度过大和部分用户不会使用前后调节功能两个因素为引起头枕舒适 性差的主要抱怨点。通过有针对性的制定对策并采用美国汽车工程师学会（SAE）评价方式 确认改善对策有效，最终达成降低顾客抱怨的目标。

关键词: 新车质量调研；头枕舒适性；主观评价；客观测量；改善对策