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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Citroen India, in partnership with its dealership La Maison Nanavati, has completed the handover of 51 Citroen C3 CNG vehicles to the Luthra Group. The ceremony took place at the Luthra Group’s headquarters in Surat.

The delivery is part of Citroen's strategy to expand its presence in tier-II and tier-III markets by providing mobility solutions to businesses and individuals.

The Citroen C3 CNG is designed for high-usage environments and daily commutes. The model includes several features tailored for the Indian market, integration of a factory-fitted CNG kit to manage running costs. A suspension system tuned specifically for local road conditions. Provisions for cabin space and air-conditioning systems designed for high-ambient temperatures.

The handover to Luthra Group represents the brand's focus on cost-efficient transportation. By targeting the regional business sector, Citroen India aims to strengthen its footprint in Gujarat and the broader Indian mobility market.

The C3 CNG is positioned as a solution for users requiring reliability and low operating expenses without compromising on ride comfort.

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Maruti Suzuki India has signed a Memorandum of Understanding (MoU) with Uttar Pradesh Gramin Bank, a regional rural bank, for vehicle retail financing partnership on new cars, pre-owned vehicles and commercial vehicles.

This collaboration marks the 50th retail finance partner for Maruti Suzuki India. The partnership is intended to use the bank’s network to provide credit options to a range of customer profiles, particularly in rural and semi-urban regions.

The partnership aims to increase the accessibility of Maruti Suzuki products through, tailored finance schemes designed for rural and regional customers.

Partho Banerjee, Senior Executive Officer, Marketing & Sales, Maruti Suzuki India, said, “Our partnership with Uttar Pradesh Gramin Bank marks a significant milestone as we onboard our 50th retail finance partner. This reinforces our commitment to making car ownership simpler and more affordable for customers across India. By expanding our reach through this strategic alliance, we aim to empower buyers with competitive, customer-friendly financing solutions that enhance the overall purchase experience. We remain focused on delivering seamless, tailored finance options, and this collaboration strengthens our vision of providing the Joy of Mobility to aspiring Indian consumers.”

Yadav S. Thakur, Chairman, Uttar Pradesh Gramin Bank, said, “At Uttar Pradesh Gramin Bank, empowering customer aspirations is at the heart of everything we do. Our partnership with Maruti Suzuki, a leader in the automotive industry, is a strategic step towards enhancing our service offerings and delivering greater value to our customers. This collaboration aligns with our 'Customer-First' mission, enabling us to provide accessible and affordable vehicle financing solutions. We look forward to helping more individuals and families across the country realise their dream of owning a Maruti Suzuki vehicle.”

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Kia India has started production of the latest generation Seltos at its manufacturing facility in Anantapur. The company has confirmed that prices for the mid-SUV will be announced on 2 January 2026.

The Anantapur plant, established in 2019, serves as a hub for both the Indian domestic market and international exports. The facility uses automation and a local workforce to manufacture the Seltos, which was the first model produced by the company in India.

The new model is built on Kia’s K3 platform, which has been engineered to increase structural rigidity and improve suspension damping. The vehicle has grown in size compared to its predecessor to increase cabin space and stability. It has 4,460 mm of length, 1,830 mm of width and a wheelbase of 2,690 mm.  

The exterior design follows the ‘Opposites United’ philosophy, featuring a ‘Digital Tiger Face,’ LED projection headlamps, and alloy wheels with neon brake callipers.

The vehicle integrates several digital interfaces and driver assistance systems. It features an upgraded Kia Connect 2.0 suite with over-the-air (OTA) software updates and a proximity unlock function.

In terms of safety, it gets 24 features as standard, while ADAS Level 2 offers 21 autonomous features to assist the driver. The Kia Seltos SUV comes with three engine options – 1.5-litre Petrol producing 115 PS of power and 144 Nm of torque, 1.5 T-GDI Petrol producing 160 PS of power and 253 Nm of torque and a 1.5-litre diesel engine producing 116 PS of power and 250 Nm of torque.

Transmission choices include a 6-speed manual (6MT), intelligent manual (6iMT), IVT, 7-speed dual-clutch (7DCT) and a 6-speed automatic (6AT). The model will be sold in four trims – HTE, HTK, HTX and GTX – with additional option variants and an X-Line styling pack.

Gwanggu Lee, Managing Director & CEO, Kia India, said, “The roll-out of the All-New Kia Seltos marks a proud milestone for Kia India. Seltos has long set benchmarks in the mid-SUV segment, and this new generation represents a bigger, bolder, and more progressive evolution shaped by insights from Indian customers. With production now underway at our Anantapur facility, our teams are fully geared to ensure customers can take delivery of their all-new Seltos without long waiting periods. We are confident the all-new Seltos will once again redefine expectations in the segment and strengthen Kia’s leadership in India."

“The new Seltos looks fantastic. The Anantapur team, together with our supplier partners, have done an outstanding job in delivering our customers a great looking, significantly bigger, technologically progressive and safe vehicle with impressive functionality and connectivity,” he said.

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Stellantis-owned French automotive brand Citroen India has inaugurated its 126th point of sales and service (POS&S) facility in Chennai, continuing the expansion of its network under the ‘Citroen 2.0 – Shift Into The New’ strategy.

The new 3S (Sales, Service and Spares) facility is located at Chitlapakkam, near Chrompet. It is an extension of the partnership with VTK Automobiles, which now operates five Citroen touchpoints in the city. The outlet functions as a ‘Stellantis Brand House,’ allowing customers to access both Citroen and Jeep brands within a single space.

Since the announcement of the Citroen 2.0 strategy, the brand has increased its network by 48.6 percent. Over the last six months, the company added 43 points of sale through its network expansion programmes. Citroen expects to reach a total of 135 outlets by the end of the year, with further operations planned for the north, west, and east of India.

The strategy focuses on several pillars – deepening the domestic supply chain for India-centric products. Expanding the dealer footprint into Tier 2 and Tier 3 locations. Using digital tools and unified spaces for sales and aftersales services.

Shailesh Hazela, CEO and Managing Director, Stellantis India, said, “The expansion of Stellantis network further with VTK dealership in Chennai marks another important step in Citroen and Jeep India’s network growth strategy. Chennai is a key market for us, and this upgraded facility will enable us to serve our customers better with a seamless sales and ownership experience. Aligned with our Citroen 2.0 strategy, we remain committed to strengthening our dealer partnerships and building a robust, customer-centric network across the country.”

Kumar Priyesh, Director Automotive Brands, Stellantis India, said, “We have grown our network by almost 48.6 percent since we announced the Citroen 2.0 strategy and have been able to expand our operations in different parts of country: adding tier 2/3 locations while further strengthening in Metro/ Tier 1 cities. Through project Visitar, Network Expansion Program and expansion in new geographies we added over 43 POS in the last 6 months and are already in advanced stages to start additional operations in North, West and Eastern parts of the country and expected to close the year with 135 POS for Citroen.”

Sree Venkata Teja Kethineni, Dealer Principal, VTK Automobiles, said, “We’re happy to partner to this pivotal shift in automotive retail, proudly representing Jeep and Citroen. Our dual-brand strategy empowers us to deliver a truly elevated and distinctive experience – whether customers seek rugged performance or refined sophistication. With passion, professionalism and personalised care at the core, our team is committed to exceeding expectations and upholding the global standards these iconic brands represent.”

The facility includes a service centre equipped with diagnostics and digital tools. Staff members are trained across both Jeep and Citroen product lines to provide technical support and product information.

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