The Federation of Automobile Dealers Associations (FADA), in collaboration with Frost & Sullivan, has announced the results of the 2024 Customer Experience Index (CEI). Kia and Audi have topped the charts in Mass Market and Luxury Brands, respectively.

Employing various parameters, the comprehensive study assessed and quantified customer experience across sales, product quality and after-sales service in the passenger vehicle category to highlight the key drivers of experience and provide valuable insights for the automotive industry. Male and female drivers aged 18 years and above were selected from a broad demography of vehicle owners for this study, with a stipulation that the primary vehicle in question must be 'new' at the time of acquisition and the respondents must have been involved in the decision-making process for its purchase.

The respondents were categorised into two distinct groups. the first group represented vehicle bought from an authorised dealer within last 12 months (May 23 to May 24) for the ‘Sales & Product Quality’ category, whereas the second group represented those who purchased their vehicle between 2021 and 2023, having availed after-sales services within the last six months for the ‘After-Sales Service’ category.

Out of the total 8,685 respondents, the sample was divided into two primary categories. The first category of 3,683 respondents provided insights into their experiences related to ‘Sales & Product Quality’, while the other category, consisting of 5,002 respondents, contributed to the ‘After-Sales Service’ part. Further, the sample was also fine-tuned through stratifying by market tier, with 3,951 respondents from Tier 1 cities, 3,925 from Tier 2 cities and 809 from Tier 3 cities.

Key highlights of the study

• Overall Customer Experience Index (CEI) considers 97 attributes across Sales, Product and After-sales experiences, each having a weightage of 25 percent, 25 percent and 50 percent, respectively.
  • Mass Market Brands: Kia leads the mass market segment with a score of 45.84
  • Luxury Brands: Audi tops the luxury segment with a score of 48.93
• Sales Experience Index (SEI)
  • Mass Market Brands: Kia ranks highest in sales experience with a score of 52.52 scoring most in test drive experience, responsiveness of sales team, customer relationship management, to name a few.
  • Luxury Brands: BMW leads with a score of 52.52, ranking highest in availability of roadside assistance, online advertisements, amongst others.
• Product Experience Index (PEI)
  • Mass Market Brands: Toyota scores highest in product experience with 45.40. Good resale value, gearshift quality, quality of lights, contributed the most to its ranking.
  • Luxury Brands: Audi leads with a score of 46.35, ranking highest in vehicle suspension quality, engine power, amongst others.
• After-Sales Experience Index (ASEI)
  • Mass Market Brands: Kia ranks highest in after-sales experience with a score of 44.15. It ranked highest in condition of the car delivered, technical knowledge of the after-sales team, responsiveness of the after-sales team, amongst others.
  • Luxury Brands: Audi leads with a score of 50.51, ranking highest in ease of accessing the team, technical knowledge of the after-sales team, amongst others.

The study also identified key factors or delighters within each category that significantly enhance customer satisfaction, namely Sales Delighters, Product Delighters and After-Sales Delighters.

Vinkesh Gulati, Chairman – FADA Academy & Research, commented, “The findings from the Customer Experience Index (CEI) study provides a clear picture of what customers prioritise and value most in their automotive journey. It’s evident that aspects like service, comfort and reliability are at the forefront of customers' minds. These are the core areas where automotive brands are succeeding in meeting customer expectations. Customers are particularly pleased with the responsiveness and knowledge of sales teams, the performance and reliability of their vehicles and the quality of after-sales workmanship. However, while these areas are currently excelling, they also set a high standard that must be maintained and continuously improved. Notably, customers are increasingly expecting greater reach and accessibility from automotive brands, rather than investing in large infrastructure setups. As we move forward, it is crucial for the industry to not only uphold these strengths but also address the underlying areas of improvement to ensure a consistently exceptional customer experience.”

Shylesh Narayanan, Country Head, Frost & Sullivan India, added, "The Customer Experience Index (CEI), developed in collaboration with FADA, is unique due to its unbiased random sampling which reflects customer perspectives. This data-driven analysis highlights critical areas for OEMs and dealers to refine their strategies and adapt to evolving customer expectations. This index will also help guide the industry towards a future where brands are distinguished by their feature-rich offerings, exceptional service and reliability, ultimately fostering superior customer experiences and, therefore, loyalty.”

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Renault India has released the new Kiger, an updated version of its sub-four-meter SUV at prices starting INR 629,000 with prices going upto INR 1.12 million (ex-showroom).

The SUV is an evolution of the previous model, features over 35 updates. It was developed to align with the ‘rethink performance’ philosophy.

The new Kiger has a refreshed exterior and an updated interior. It now includes a multi-view camera system, rain-sensing wipers and automatic headlamps. The Kiger is also equipped with a 20.32 cm touchscreen and a sound system.

The Kiger is available with two engine options: a 100 PS turbocharged engine and a 72 PS naturally aspirated engine. For safety, the new Kiger offers 21 standard safety features across all versions, including six airbags, ESP and Hill Start Assist.

Venkatram Mamillapalle, MD and CEO, Renault India, said, “We are excited to launch the New Kiger in a segment which is growing fastest and contributes 50% to the SUV sales and 31% to the TIV of the country. Kiger has been a unique product in its segment, and with this latest evolution, we are reaffirming our commitment to making expressive design, intelligent engineering, and real-world performance accessible to Indian customers. This marks a pivotal moment in Renault’s India centric transformation journey renault. rethink.”

Francisco Hidalgo, Vice-President, Sales and Marketing, Renault India, said, “Renault Kiger has shaped expectations in the compact SUV segment with its aesthetic design, modern details, and bold stance combined with the lightweight CMFA+ platform. The New Kiger remains highly agile and responsive, giving customers the confidence of SUV DNA with the ease of everyday driving on city roads and highways- ticking all that is required for perfect performance.” 

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Hyundai Motor India (HMIL), one of the leading passenger vehicle manufacturers, has introduced ‘PRO’ Pack in its popular compact SUV the Hyundai Exter at starting price of INR 798,390 (ex-showroom).

The new Pro pack features wheel arch cladding, side sill garnish, all-new Titan Grey Matte colour and a Dashcam to make the SUV more safer.

Tarun Garg, Whole-Time Director and Chief Operating Officer, Hyundai Motor India, said, "At HMIL, we are continuously evolving our product offerings to resonate with the aspirations of today's young and progressive customers. The introduction of PRO Pack in Hyundai EXTER is a step further in this direction, combining bold styling, advanced technology and strong safety to create a truly distinctive value proposition. With its refreshed appeal, the PRO Pack in Hyundai EXTER strengthens our commitment to redefining customer delight and making every drive a PRO experience."

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MOL, Suzuki Motor Corporation and TradeWaltz have announced a new partnership to streamline and decarbonise the automobile trade between India and Africa. The three companies signed a memorandum of understanding (MoU) at the 9th Tokyo International Conference on African Development (TICAD 9) in Yokohama.

This collaboration aims to address current challenges in the trade by leveraging digital solutions and enhancing efficiency. The companies will focus on identifying problems in the supply chain and developing solutions for smoother transportation. A key part of the initiative is also promoting decarbonisation efforts within the logistics process.

The partnership aligns with the ‘Japan-India Cooperation Initiative for Sustainable Economic Development in Africa,’ launched in February 2025. By combining their individual strengths, MOL, Suzuki and TradeWaltz hope to contribute to the economic development of both India and Africa. The companies stated that this MU is the first step toward building a more robust and interconnected automobile supply chain between these two rapidly growing markets.

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Mumbai-based automotive major Mahindra & Mahindra has announced a significant increase in the production of its highly anticipated its limited BE 6 Batman Edition, raising the total number of units available from 300 to 999. The decision comes in response to what the company described as an ‘extraordinary outpouring of enthusiasm’ from fans and collectors.

Initially envisioned as a small, limited run, the BE 6 Batman Edition has generated immense excitement, particularly among younger fans of the iconic superhero. The company stated that the overwhelming demand made it clear that fans wanted more, and the production increase aims to meet this desire while still maintaining the vehicle's exclusive nature.

Bookings for the special edition SUV will open on 23 August 2025, at 11 am, with deliveries slated to begin on 20 September 2025, which is International Batman Day. Customers interested in securing a vehicle can pre-register starting 21 August at 5 pm, by visiting the official Mahindra website. This pre-booking process allows for a faster checkout once reservations officially begin.

Each of the 999 vehicles will feature a unique ‘badge number’ from 001 to 999, which customers can select after their booking is confirmed. Mahindra highlighted that this approach focuses on celebrating the individual's connection to the brand and the hero, rather than just the vehicle's exclusivity.

The company hinted at a potential collaboration with other limited-edition models in 2026, building on the success of this partnership.

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