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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Mumbai-headquartered automotive major Mahindra & Mahindra has announced the return of the BE 6 Batman Edition, a themed electric SUV developed in association with Warner Bros. Discovery Global Consumer Products. The decision to reopen bookings follows the initial launch, where 999 units were sold in 135 seconds.

The EV available at INR 2.84 million is based on the top-end Pack Three 79 kWh variant of the BE 6. This second release provides a window for customers who missed the previous allocation. Priority for deliveries will be granted to new bookings referred by existing owners of the original 999 units.

The BE 6 Batman Edition incorporates design motifs from Christopher Nolan’s The Dark Knight Trilogy. The exterior features a satin black colour with alchemy gold accents on the suspension and brake callipers. It sits on R20 alloy wheels.

External features include:

• Badging: BE 6 × The Dark Knight rear badging and signature stickers on door cladding.
• Emblems: The Bat emblem is placed on hub caps, quarter panels, bumpers, and windows.
• Lighting: Carpet lamps projecting the Bat emblem.
• Roof: An Infinity Roof featuring trilogy-inspired graphics.

On the inside, it gets a brushed alchemy gold Batman Edition plaque and pinstripe graphics on the dashboard. Suede and leather seating with gold sepia stitching and embossed emblems upholstery. Emblems on the ‘Boost’ button and custom detailing on the steering wheel and key fob. A digital themed welcome animation on the infotainment system and custom exterior engine sounds.

For customers interested in purchasing the limited-edition model, Mahindra has outlined the specific schedule for the procurement process:

• 6 March 2026: "Add Your Preference" window opens on the official website.
• 10 March 2026: Bookings commence at 11:00 AM for a 24-hour period.
• 10 April 2026: Commencement of vehicle deliveries.

Mahindra stated that the reopening of bookings is a response to demand across social media platforms. The technical architecture remains identical to the high-performance BE 6 electric platform, utilising the 79 kWh battery system for range and power delivery.

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Kia India, one of the leading passenger vehicle manufacturers, has announced the commencement of Phase II of its ‘Buckle Up’ road safety initiative. The project is conducted in partnership with The Social Lab Foundation (TSL) and is supported by the Ministry of Road Transport and Highways (MoRTH).

The second phase was inaugurated by Ajay Tamta, Minister of State for Road Transport and Highways, at Transport Bhawan. As part of the launch, Kia India and TSL signed a Memorandum of Understanding (MoU) to expand the programme’s geographic reach into Delhi-NCR and Uttarakhand over the next two years.

Phase I, which ran from February 2024 to February 2026, focused on Gurugram in collaboration with local traffic police. Key outcomes included the installation of 750 crash barriers at high-risk locations and road safety education for 32,000 students across 100 schools.

Phase II (April 2026 – March 2028) shifts focus toward older students and expanded infrastructure. The programme aims to engage 20,000 students across 100 colleges using driving simulators and experiential modules to demonstrate real-world risks.

The initiative combines physical safety installations with behavioural training. Future infrastructure work includes placing additional crash barriers along the Delhi-Uttarakhand highway and in Gurgaon.

Key programme components for Phase II include:

• Simulated Training: Use of advanced driving simulators to teach safer driving behaviours to college students.
• Infrastructure Upgrades: Continued installation of safety barriers in high-risk zones.
• Awareness Campaigns: Integrated on-ground and digital engagement programmes.
• Geographic Expansion: Operations extending across Delhi-NCR and Uttarakhand.

Ajay Tamta, said, “Securing CMVR Type Approval for the Urbanova KE9 is a defining milestone for Keto Motors. This certification reinforces our commitment to delivering dependable, high-performance electric mobility solutions designed specifically for Indian roads and fleet operators. With approvals in place, we are now focused on accelerating customer deployments and supporting India’s transition toward clean, zero-emission public transport.”

Atul Sood, Senior Vice-President – Sales & Marketing, Kia India, said, “At Kia India, safety is a fundamental pillar of our mobility vision, extending beyond our vehicles to the communities we serve. ‘Buckle Up’ reflects our long-term commitment to creating safer mobility ecosystems through infrastructure enhancement and sustained behavioural change initiatives. With Phase II, we are scaling our efforts to reach young and first-time drivers while strengthening on-ground safety interventions. Through this initiative, we are proud to support the Government of India’s vision of safer roads and contribute meaningfully towards building a stronger culture of road safety across communities.”

Apoorva Sharma, Executive Director, TSL Foundation, added, “Our collaboration with Kia India in Phase I laid a strong operational foundation through targeted infrastructure and school-level engagement. With Phase II, we are building on these learnings to scale the programme across new geographies and age groups, further strengthening its impact through structured, experiential road safety interventions.”

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Zenvo Automotive, a manufacturer of limited-edition hypercars based in Præstø, Denmark, has appointed Mark Harrison as its new Chief Commercial Officer, bringing in a seasoned expert from the premium and performance car sector. His arrival marks a significant step in the company’s ambitious growth strategy as it prepares for the final development phase of its highly anticipated V12 Aurora hypercar. Harrison will oversee all commercial operations, including sales, marketing, public relations, global events and the expansion of the dealer network, working closely with the established leadership team comprising Chairman Jens Sverdrup, Chief Technical Officer Jon Gunner and Design Director Christian Brandt.

With three decades of industry experience, Harrison joins Zenvo from Praga Cars, having previously held influential management roles at McLaren Automotive and BMW Group, including its MINI division. His comprehensive understanding of the luxury automotive landscape is expected to be instrumental as the company moves towards the Aurora’s launch. Harrison’s appointment reinforces the management structure during this critical period, ensuring the commercial strategy aligns with the final engineering and design efforts to bring the new hypercar to market.

Jens Sverdrup, Chairman, Zenvo Automotive, said, “It is great to welcome Mark to the team, and to benefit from his experience and insight of the industry. We have known each other for many years, and our professional paths have crossed on several occasions, so I know first-hand what an impact he will be able to make. We are at an exciting part of the programme, and this appointment also highlights, once again, the talent that this project is attracting as we gear up for the launch of Aurora.”

Harrison said, “It’s really exciting to join Zenvo’s team and help bring to market a truly exceptional car in both its design and technical specification. I have admired the brand since the Aurora was announced and especially how the programme is pushing the boundaries in such a competitive sector. I have shared offices, showrooms, show stands and factories with great teams wherever I have worked, but this will be my first V12. I feel privileged to now have an opportunity to work together with this strong and passionate team helping bring this stunning car to market later this year.”

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Renault has unveiled the name of its latest show-car, the Bridger Concept, as part of its continued international expansion. This model serves as a precursor to a forthcoming production vehicle, specifically an urban SUV designed with new dimensions to accommodate the evolving needs of city-dwelling families.

The Bridger Concept stands out with its bold and robust design, featuring surprisingly compact proportions. Measuring under four metres in length, it maximises interior space, demonstrating that a smaller footprint does not necessitate a compromise on roominess. The name itself, derived from the English word ‘bridge’, was chosen for its connotations of strength, connection and linkage. This choice highlights the vehicle's assertive styling and reinforces the brand's commitment to fostering human connections within the cabin, a core aspect of its ‘voitures à vivre’ philosophy.

A comprehensive reveal of the Bridger Concept is scheduled for 10 March 2026. This unveiling will occur during the presentation of Renault Group's futuREady strategic plan, with the entire event being streamed live from the company's official events platform.

Explaining the thinking behind the name of the new show-car, Sylvia dos Santos, Head of Naming Strategy with Renault's Global Marketing Division, said, “With Renault Bridger, we are adding to our family of names based on English words.  This one comes from the word 'bridge', with the letters 'ER' added for identification. The name Renault Bridger is part of the same approach as the name of Renault Duster. It’s a powerful, robust and versatile name, ideal to identify our new urban SUV show-car and open a new page in our international offensive!”

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