FADA Unveils Results Of 2024 Customer Experience Index

FADA Unveils Results Of 2024 Customer Experience Index

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 Announces Festive Offers

Renault India Announces Festive Offers

On the occasion of Onam festival, Renault India Private Limited (RIPL) has announced festive offers in the form of discounts and benefits of up to INR 75,000 on its range of vehicles sold in the state of Kerala. It has also announced additional loyalty benefits for its vehicle buyers in the respective state.  

The RIPL dealership in Kerala has achieved a rear feat of delivering a total of 200 vehicles in a day during the festival period, which is 20 August 2023 to 31 August 2023. The Onam festival offers from the company are applicable till 31 August 2023. 

Sudhir Malhotra, Vice President – Sales & Marketing, Renault India Private Limited (RIPL), said, "Onam is a festival that resonates with the spirit of togetherness and celebration. At Renault, we believe in becoming an integral part of our customers' joyful moments. The remarkable achievement of our dealer, who delivered 200 vehicles in a single day, is a testament to our brand's strength and our commitment to providing exceptional experiences to our customers. With our special festive offers, we aim to add more delight to this festive season and bring our customers closer to their dream of owning a Renault vehicle.”

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Mahindra launches the XUV 3XO

Mahindra launches the XUV 3XO

Mahindra & Mahindra Ltd has launched yet another compact SUV called the XUV 3XO. Conceptualised at the Mahindra India Design Studio (MIDS) in Mumbai and engineered (and developed) at the Mahindra Research Valley (MRV) near Chennai, the new vehicle combines standout design, premium interiors, comfortable ride, cutting-edge technology, thrilling performance and unmatched safety.

With the base model priced at INR 749,000 ex-showroom, the XUV 3XO is made at the company’s facility in Nashik with the use of advanced manufacturing processes to ensure a high-quality job. To commence deliveries from 26 May 2024, the vehicle is fitted with 17-inch wheels. It has a water wading depth of 350 mm. 

Laced with 35 standard safety features including six airbags, ESC with Hill Hold Control (HHC) and disc brakes on all four wheels, the XUV 3XO is built to meet the highest B-NCAP safety rating. Powered by a 1.2-litre TDGI (turbo-petrol) engine that does 230 Nm torque and a 1.5-litre turbo-diesel engine that does 300 Nm, the compact SUV is offered with a 6-speed auto transmission. 

Capable of accelerating from 0 to 60 kmph in 4.5 seconds on the turbo-petrol model, the XUV 3XO is equipped with a multi-tuned valve concentric land technology (MTV-CL). This technology – being offered by OE suspension parts suppliers Monroe and Tennaco – enables a uniquely broad range of tuning options in terms of vehicles dynamics. 

The MTV-CL technology helps to enhance damper performance by providing a more precisely defined blend of ride, handling and NVH. The XUV 3XO is the second vehicle to get this technology after the Scorpio N. 

Fitted with a MacPherson strut fully independent front suspension and a twist beam semi-independent rear suspension, the compact SUV is quite refined and spacious for its size. 

Claimed to have the best-in-class wheelbase, occupant space and legroom, the compact SUV offers 364-litre boot space at the rear. This could be further enhanced by folding both or either of the 60:40 rear seat. 

Available with first-in-the-segment ‘Skyroof’, dual zone climate control and 65-watt USB-C charging, as per the company sources, the XUV 3XO comes with an electronic parking brake (with auto hold), three smart steering modes, Level 2 ADAS and Twin HD Screens – a 26.03 cm screen for infotainment and a 26.03 cm screen for instrumentation. In terms of convenience, there’s wireless Android Auto and Apple Carplay, and built-in Alexa. The Harman Kardon premium audio system consists of an amplifier and sub-woofer. There’s 360-degree surround view system with blind view monitor too. 

Speaking at the launch of the XUV 3XO, Veejay Nakra, President – Automotive Division, Mahindra & Mahindra Ltd, said, "With the launch of the XUV 3XO, starting at an attractive price of INR 749,000, Mahindra is redefining what an SUV can be. Engineered to deliver 'Everything you want and more,' the XUV 3XO is designed to cater to a broad spectrum of customers. From those upgrading from a hatchback to their first SUV to luxury seekers looking for high-end features at a competitive price, the XUV 3XO offers a unique blend of innovation, safety, comfort, and performance. Each variant is a strategic response to the nuanced needs of different customer segments, effectively making each variant a disruptor in its segment."

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Mazda CX-30 And Five Other Models Get Top Safety Pick+ Ratings

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  • June 12, 2020
Mazda CX-30 And Five Other Models Get Top Safety Pick+ Ratings

The IIHS evaluates a variety of crashworthiness tests including driver-side and passenger-side small overlap and moderate overlap frontal crashes, a side crash, a roof strength test and a head restraint and seat test that simulates a rear impact. In addition, headlight performance and frontal crash prevention by means of auto-braking and forward collision warning systems are evaluated.

For the Mazda CX-30, its strong Top Safety Pick rating in the US tests adds to a series of impressive global safety assessment results. In Europe, the CX-30 achieved a maximum five-star rating by Euro NCAP, while the Australian New Car Assessment Programme (ANCAP) also awarded Mazda’s new SUV the maximum five-star rating. Both safety bodies scored Mazda’s newest SUV with an exceptional 99 percent score in the Adult Occupant category - making it the first vehicle to ever achieve this near-perfect score. It also earned maximum points for frontal full-width impact, as well as the maximum for both barrier and pole side impacts.

In the United States, Mazda was the manufacturer who received the most 2020 Top Safety Pick+ awards, a result that is a testament to the company’s overarching safety philosophy focusing on three key factors: the adoption of the very latest Skyactiv-Vehicle Architecture, which features a high-rigidity, impact-absorbing yet lightweight body shell; a wide range of advanced i-Activsense safety technologies which help drivers identify potential risks and reduce the likelihood of damage or injury; and high standards of pedestrian protection performance.

The Mazda CX-30’s active and passive safety performance, is complemented by its driver-focused dynamics that deliver linear, responsive and predictable acceleration, braking, handling, and steering. Involving, safe, comfortable and refined, the car’s advanced safety technologies reduce the potential for accidents without compromising Mazda’s traditional fun-to-drive character.

In addition to its 99 percent Adult Occupant score, the CX-30’s Euro NCAP performance included Child Occupant score of 86 percent, full marks in Child Restraint System installation checks and for child protection in the lateral impact test. Vulnerable Road User (pedestrian safety) tests achieved a score of 80 percent, with maximum points for pedestrian leg and pelvis area protection. A score of 77 percent in the Safety Assist category recognizes the efficiency of the new Mazda CX-30’s comprehensive suite of i-Activsense safety features. Michiel van Ratingen, Secretary-General of Euro NCAP, said, “Congratulations to Mazda for another almost-perfect score in adult occupant safety”.

Revealed at the Geneva Motor Show in 2019, the Mazda CX-30 enters a new market segment for Mazda, slotting into the company’s award-winning SUV range below the larger CX-5. The second model in the company’s next generation line-up, like the Mazda3, it features Skyactiv-X spark-controlled compression ignition engine. Combining the bold stance of an SUV with the sleek profile of a coupe, its styling is a sophisticated evolution of Mazda’s KODO design philosophy, while it’s spacious and versatile cabin ensures it has the practicality and comfort demanded by customers in this popular sector. (MT)

 

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Fortress Of Solitude

Fortress Of Solitude

Hyundai Motor India is all set to add a new member to its SUV family as it recently unveiled the official images of the Alcazar. According to the Korean manufacturer, this new three-row SUV will be a natural upgrade for Creta owners. Going by its name, Alcazar, which means castle or fortress in Spanish, is set to offer plush comfort lavishly. No doubt the Creta continues to be the best-selling SUV in its segment, but Hyundai feels the Alcazar will add more versatility and flexibility by offering a 6- or 7-seater SUV in the lap of luxury.

At the unveiling of the Alcazar, S S Kim, MD & CEO, Hyundai Motor India Ltd, said, “With a deep-rooted understanding of our customer’s aspirations, our R&D centre has invested countless man-hours to ensure every aspect of Hyundai Alcazar exudes magnificence. And combined with our premium and superior manufacturing capabilities and rich heritage of ‘Make in India’, we have crafted the perfect masterpiece of grandeur. Hyundai Alcazar is well set to enter a new segment, marking Hyundai’s genesis into uncharted territories. With bold new moves, we are on a conquest of redefining benchmarks to exceed the aspirations of our customers.”

Even though the Alcazar’s based on the Creta, it gets a 2,760 mm wheelbase, which is 150 mm longer, and this additional space allows it to accommodate the third row. As a matter of fact, the Alcazar boasts of having the longest wheelbase in the segment beating the Mahindra XUV500, MG Hector Plus and the Tata Safari.

At a glance, there’s no getting away from the fact that the Alcazar looks like a stretched Creta, but once you take a closer look, there’s a lot more than meets the eye. The first thing that will catch your attention is the new chrome-studded front grille. The lower part of the grille, which also houses the number plate, gets a thick silver-finish rim that runs all the way to the headlamp cluster splitting the LED headlights and the DRLs. The front bumper is slightly tweaked from the Creta and sports a new set of fog lamps. With faux skid plates in front and rear, the Alcazar does try to flex its SUV image. As the Alcazar is 6- or a 7-seater, it has a massive quarter glass for the third-row passengers.

Coming to the side silhouette, Alcazar’s extended length becomes quite evident with its longer rear overhang. Hyundai has given the new SUV quite a muscular stance with bulging wheel arches and deeply etched bodylines starting from the headlight across the doors and ending at the rear lamps. For practical purposes, it also comes with a side step for making entering and exiting the cabin easier for the passengers. Apart from this, the Alcazar gets a new set of dual-tone 18-inch alloy wheels like the Safari and the XUV500, but bigger than Hector Plus and the Creta.

The Alcazar’s rear profile is completely different from the Creta as it sports a clean and simple design with wrap-around elongated C-shaped taillights.

Even though Hyundai hasn’t revealed much about the Alcazar’s cabin, the second row will either come with Captain seats with floor-mounted armrest, a first in the segment, or a three-seater bench. Both the seats can slide forward or back for additional space. The third row, on the other hand, comes with 50:50 split seats that can be completely folded to make more boot space. With the third row up, the Alcazar offers a decent space of 180 litres, which is again more than Hector Plus, Safari and the XUV500. The third-row passengers will also get dedicated air conditioner vents. Expect the Alcazar to retain all the features from the Creta like a 10.25-inch touchscreen unit, Bose music system, ventilated front seats, Blue Link car connectivity, panoramic sunroof, wireless phone charger and much more.

The Alcazar will be powered by a 2-litre petrol engine like the Elantra and the Tucson and the tried-and-tested 1.5-litre diesel, which is seen in the Creta. The petrol motor will churn out 157 bhp and 192 Nm of torque. It gets an additional 7 bhp more than the Elantra and Tucson. The diesel variant, on the other hand, produces 113 bhp and 250 Nm of torque. Both the powertrains will be mated to either a 6-speed manual or a 6-speed torque converter automatic transmission. The Alcazar will also boast of multiple drive mode selection—Eco, City and Sport.

After a span of two decades in India, Hyundai has managed to sell over one million ‘Made in India’ SUVs in both domestic and export markets, which began with the Tucson, Santa Fe, Terracan and now the torch has been passed on to the Creta and the Venue. No doubt the new Alcazar will further strengthen the Korean manufacturer’s position in the SUV market. (MT)

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