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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Maruti Suzuki India has been awarded a 5-star Bharat NCAP safety rating for its e Vitara, marking a moment for the company's electric vehicle strategy.

The e Vitara is built on Suzuki’s Heartect-e platform designed for electric vehicles to deliver strength, structural rigidity and advanced high voltage protection. The ‘Made-in-India, Made-for-the-World’ e Vitara is designed and tested for temperature conditions across the world, ensuring performance from as high as 60deg Celsius to as low as -30deg Celsius. The model is offered with 49 kWh and 61 kWh battery options.

Nitin Gadkari, Minister of Road Transport and Highways of India, said, “Congratulations to Maruti Suzuki for achieving 5-star Bharat NCAP in both adult and child occupant protection for their e Vitara. I am especially glad that Maruti Suzuki has shown real leadership in providing 7 airbags as a standard across all variants of the e Vitara.”

Hisashi Takeuchi, Managing Director & CEO, Maruti Suzuki India, said, “The 5-star Bharat NCAP rating for e Vitara, our first Battery Electric Vehicle, is a moment of immense pride for all of us at Maruti Suzuki. Using the Bharat NCAP 5-star rating, we will export the e Vitara to more than 100 countries of the world. Bharat NCAP’s globally benchmarked stringent vehicle test protocols have been a catalyst in empowering customers to make informed decisions. I thank the Minister Gadkari, the officials in his Ministry and test agencies for their rigorous efforts and commitment in shaping India’s journey towards safe mobility.”

The e VITARA’s body structure uses more than 60 percent ultra-high tensile and high-tensile strength steel. Its battery protection system incorporates a structural design with an energy-absorbing battery pack mounting structure.

Key safety features include 7 standard airbags (including the Driver's knee airbag), Level 2 ADAS (Automatic Emergency Braking, Lane Keep Assist, Adaptive Cruise Control), Hill Hold Control, ABS with EBD and Brake Assist, Electronic Stability Program (ESP) and a 360-degree Surround View Camera.

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Mahindra has marked a major milestone in its nationwide electric vehicle (EV) infrastructure expansion with the inauguration of its first dealership-based ultrafast charger – a 180 kW Charge_IN station.

This is the first of many such installations planned across Mahindra dealerships, forming a key pillar of the company’s commitment to building India’s ultrafast charging network.

This initiative scales up Mahindra’s Charge_IN ecosystem, complementing the 250 highway fast-charging stations already announced. The new 180 kW ultrafast chargers will enable EV users to charge quickly and conveniently at strategically located dealerships across the country, with 24x7 on-ground support.

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Hyundai Motor India, one of the leading passenger vehicle manufacturers, has reported wholesales of 66,840 units in November 2025, up 9.1 percent YoY as against 61,252 units last year.

This includes domestic sales of 50,340 units, up 4 percent YoY and exports of 16,500 units, up 27 percent YoY.

Tarun Garg, Whole-time Director & Chief Operating Officer, Hyundai Motor India, said, “Supported by GST 2.0 reforms, we continue to carry forward sales momentum with a year-on-year growth in our monthly domestic sales in November 2025. Further, our commitment to bolstering India’s role as a global manufacturing hub is further solidified with 26.9% year-on-year growth in monthly exports.”

He further added that the all-new Hyundai Venue SUV, the company's first software-defined vehicle in India, has received more than 32,000 bookings within a month of its launch. The new Venue features ccNC infotainment powered by Nvidia.

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Toyota Kirloskar Motor (TKM) has announced its wholesales for November 2025, reporting total sales of 33,752 units, up 28 percent YoY.

This includes 30,085 units sold in the domestic market and 3,667 units exported.

Varinder Wadhwa, Vice-President, Sales–Service–Used Car Business, Toyota Kirloskar Motor, said, “Following a positive festive season supported by the government’s progressive GST reforms, we continue to witness a strong momentum, with a growth of 19 percent. The recent introduction of the Urban Cruiser Hyryder Aero Edition and Fortuner Leader Edition has also continued to help us reinforce this growth trajectory, receiving recognition across the country. The innovative initiatives such as the Drum Tao and the launch of the toyota experiential museum (tem) in Bangalore, have been highly appreciated, further strengthening customer engagement and brand connect.”

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