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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German automotive luxury brand BMW India and BMW Motorrad India have opened pre-orders for the ‘100 Jahre Nurburgring’ edition vehicles to mark the upcoming 100th anniversary of the Nurburgring racetrack in 2027.

The limited collection includes five BMW M car models – the BMW M2 Coupé, BMW M3 Sedan, BMW M4 Coupé, BMW M5 Sedan and the BMW M5 Touring – alongside the BMW M 1000 R motorcycle. The release marks the entry of the BMW M5 Touring into the Indian market.

The edition models feature specific paint finishes in Nurburgring Green and Sapphire Black metallic with green accents, incorporating the ‘100 Years’ logo, Nurburgring since 1927 lettering and the Nurburgring circuit outline.

Exterior details include carbon fibre roofs, model-specific graphics and green wheel accents across select models, while the M5 Touring features a steel roof with custom stripes. Interior specifications across the car lineup include black leather with green and white stitching, door sills, carbon fibre trims, M Carbon bucket seats with individual upholstery, and an M Alcantara steering wheel with a 12 o'clock marker.

The BMW M 1000 R motorcycle features a painted fuel tank with the Nurburgring outline, an airbox cover with ‘one of 100’ numbering, carbon wheels with green accent stripes, an Alcantara seat with embroidered ‘100’ logos and black components for the rear swingarm and frame.

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Honda Cars India (HCIL), one of the leading manufacturers of passenger vehicles in the country, has announced its wholesales for September 2026.

The company reported total sales of 6,955 units, down 16 percent YoY, as compared to 8,296 units sold for the same period last year.

In the domestic market, the company sold 4,465 units, down 19 percent YoY, as compared to 5,503 units sold a year ago. On the exports front, the company shipped 2,490 units, down 11 percent YoY, as compared to 2,793 units last year.

Kunal Behl, Vice-President, Marketing & Sales, Honda Cars India, said, We are pleased to see positive sales momentum for the Honda City and Honda Amaze during the month. We are also gearing up for the launch of new Elevate, which will further strengthen our SUV offering with a refreshed and enhanced package. With the festive season underway and an exciting product introduction ahead, we look forward to building stronger momentum in the coming months.”

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Kia India, one of the leading passenger vehicle manufacturers, has reported its best-ever monthly wholesale performance of 32,017 units in September 2026, representing a 41 percent increase compared to 22,700 units sold last year.

For Q3 of CY2026, the company recorded sales of 89,259 units, reflecting a 38.5 percent growth over 64,443 units for the same period last year.

In terms of YTD (January – September 2026) cumulative sales reached 253,008 units, marking a 22.5 percent increase from 206,582 units reported during the corresponding period in 2025.

Kia India attributed the robust performance to healthy demand across its portfolio incuding Seltos and Sonet models, alongside contributions from the Carens, Carens Clavis, Clavis EV, Syros EV and Sorento, which is offered in diesel and hybrid powertrain options. The company's powertrain options now span petrol, diesel, CNG, hybrid, and electric configurations across its product range.

Atul Sood, Senior Vice-President of Sales and Marketing, Kia India, said, "Our strong performance in September and across the third quarter reflects the continued trust of our customers and the strength of Kia’s evolving portfolio. The Seltos and Sonet continue to be key contributors to our growth, while the strong response to the Sorento and Syros EV reinforces our strategy of expanding into new segments and powertrain categories in line with evolving customer aspirations. As mobility needs become increasingly diverse, we are focused on providing meaningful choice across conventional, CNG, hybrid and electric powertrains, supported by ownership solutions that address real customer needs. We remain committed to building on this momentum through distinctive products, advanced technologies and differentiated experiences designed around the needs of Indian customers."

At present, Kia India operates a retail and service network comprising 915 touchpoints across 425 cities, alongside 137 certified pre-owned outlets across the country.

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Toyota Kirloskar Motor (TKM), one of the leading passenger vehicle manufacturers, has reported its total wholesales of 28,218 units in September 2026, comprising 25,027 units sold in the domestic market and 3,191 units exported.

For the YTD period (January – September 2026), the automaker reported cumulative total sales of 294,914 units, representing an 8 percent increase compared to 272,824 units sold last year.

Domestic sales for the 9-month period rose 9 percent to 269,619 units, up from 247,081 units in the previous year, while exports reached 25,295 units, compared to 25,743 units a year ago.

Sabari Manohar, Executive Vice-President of Sales-Service-Used Car Business, Toyota Kirloskar Motor, said, "September witnessed continued customer interest across segments, supported by our focus on quality, durability and reliability. As we enter the festive season, we remain committed to strengthening customer engagement and working closely with our dealer partners to deliver enhanced mobility experiences and address evolving customer needs."

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