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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Tata Motors Passenger Vehicles (TMPV) has announced consumer offers and vehicle special editions across its internal combustion engine and electric vehicle portfolios in Kerala for the Onam festive period.

The festival promotions run through August 2026, offering financial benefits up to INR 225,000, priority delivery slots and vehicle financing packages. As part of the seasonal campaign, the manufacturer has introduced the Sierra Jubilee Edition, Nexon Camo Edition and Punch HBX Pack to its product line-up.

The maximum benefits vary by model across both powertrain platforms – Internal combustion engine (ICE) models include benefits up to INR 54,500 on the Altroz, INR 72,500 on the Nexon and INR 77,500 on the Curvv.

The Harrier and Safari both get benefits up to INR 47,000, while the Sierra includes a loyalty benefit of INR 30,000. In the electric vehicle segment, savings up to INR 60,000 for the Nexon.ev and INR 55,000 for the Curvv.ev is being offered by the automaker. The Harrier.ev features benefits reaching INR 225,000, which includes a loyalty benefit of INR 100,000 alongside complimentary insurance coverage.

Vivek Srivatsa, Chief Commercial Officer, Tata Passenger Electric Mobility, said, “Onam is a celebration of cherished traditions, meaningful reunions and the progress that every family takes pride in. It is a season of gratitude for how far they have come and optimism for the road ahead. Through our 'Celebrate How Far You've Come' campaign, we are celebrating the aspirations, achievements and milestones that make every customer's journey and success unique. Kerala has always been a deeply important market for TMPV, and we are delighted to mark this festive season with special editions, attractive offers and seamless ownership solutions across our safest and most diverse range of cars and SUVs. We look forward to celebrating with our customers their next milestone and creating many more joyful memories.”

At present, Tata Motors Passenger Vehicles operates 85 service centres across Kerala to support vehicle maintenance during and after the sales campaign.

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Tata Motors Passenger Vehicles (TMPV) has launched the Nexon CAMO, a new special edition of its popular compact SUV, with prices beginning at INR 999,000 ex-showroom in Delhi. The introduction coincides with the brand’s celebration of a decade since the Nexon’s original debut and the trust of over 1.1 million customers, marking the model’s enduring success in the Indian automotive market.

The new CAMO variant distinguishes itself with two exclusive premium paint schemes, named Munnar Mist and Coorg Cloud. The former is a dynamic dark green that shifts to a sophisticated grey in shadows and reveals rich green and golden tones under sunlight. In contrast, the latter is a contemporary grey-silver finish with subtle metallic highlights, designed to offer an understated yet premium aesthetic that complements the SUV's rugged character.

TMPV has equipped the Nexon CAMO with a significant technology upgrade, headlined by an Ultra View Twin HD Digital Cockpit. This features a 31.24-cm infotainment system and a 26.03-cm digital instrument cluster, both from Harman, with the latter including embedded navigation. The technology package is further enhanced by an integrated dashcam recorder that is part of the 360-degree camera surround view system, which also includes a blind spot view monitor.

The special edition is not solely about aesthetics and screens, as it also incorporates a comprehensive suite of comfort and safety features. The cabin includes ventilated leatherette front seats, a voice-assisted panoramic sunroof, and an immersive nine-speaker JBL audio system with a subwoofer. Safety is addressed through seven Advanced Driver Assistance Systems functions calibrated for Indian roads, six airbags and electronic stability control, ensuring the CAMO is as secure as it is stylish.

Maintaining the Nexon’s hallmark versatility, the CAMO is offered across all three powertrain options: a 1.2-litre turbocharged petrol, a 1.5-litre diesel and the segment-exclusive 1.2-litre turbocharged iCNG with twin-cylinder technology. With multiple transmission choices available, the automaker has positioned the Nexon CAMO as a distinctive and aspirational package for a wide range of SUV buyers, reinforcing the model's legacy of innovation as the festive season approaches.

Vivek Srivatsa, Chief Commercial Officer, Tata Passenger Electric Mobility, said, "Since its launch a decade ago, the Nexon has provided comfortable, safe and enjoyable journeys for over 1.1 million families, becoming one of India's most iconic nameplates with an unmissable presence on the roads. This success has been built on constantly raising the bar in safety, technology and design while keeping these innovations accessible to a wider set of customers. The Nexon CAMO carries that spirit forward, with two striking new colours and an elevated technology package that makes it the most distinctive Nexon yet. Timed perfectly for the festive season, it gives customers an even stronger reason to make the Nexon their own."

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Mumbai-headquartered automotive major Mahindra & Mahindra has announced a suite of technology and equipment updates for its Scorpio-N SUV model line-up.

The updates introduce a panoramic sunroof, a 540-degree surround view camera system with a blind view monitor and R18 alloy wheels to select variants.

On the inside, the updated model features a 31.24 cm floating touchscreen infotainment display, a 26.03 cm digital instrument cluster with three display modes, a 65W USB Type-C fast-charging port in the front row and integrated vehicle dynamics displays covering engine data, pitch, roll and g-force metrics.

The Scorpio-N platform continues to offer the G20 TGDi mStallion petrol and D22 mHawk diesel engine options, available with rear-wheel drive and four-wheel drive configurations.

Pricing for the updated Scorpio-N range begins at INR 1.36 million for the entry-level Z2 petrol manual variant, with the line-up extending to INR 2.54 million for the top-specification Z8L diesel automatic four-wheel drive version (all prices ex-showroom).

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Japanese automotive company Mitsubishi Motors Corporation has shared an update regarding its upcoming new Pajero SUV launch scheduled for premiere this autumn.

The automaker confirmed that the vehicle combines off-road driving capabilities across weather and road conditions with on-road ride refinement.

The SUV utilises a ladder frame chassis paired with a re-engineered suspension system designed to maintain road-holding performance over uneven surfaces, bumps and terrain impacts. The setup aims to reduce body movement and cabin vibration to support occupant comfort during long-distance driving.

Handling and drive distribution are managed by Mitsubishi Motors' Super-All Wheel Control (S-AWC) technology. The integrated vehicle dynamics control system manages power output and braking to optimise stability and traction across driving conditions.

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