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, has reported its best-ever annual performance in FY2026 with wholesales of 641,587 units, up 15 percent YoY. This includes 631,387 units in the domestic market, up 14 percent, while exports came at 10,200 units, up 281 percent YoY.

For March 2026, the company’s sales came at 66,192 units, up 28 percent, while exports came at 779 units, up 204 percent YoY.

Interestingly, electric vehicles recorded its highest-ever quarterly sales of approximately 27,000 units, a 69 percent increase YoY. Annual EV volumes reached 92,120 units. On the other hand, sales of CNG vehicles crossed 170,000 units, up 24 percent YoY.

The Nexon and Punch models were the top-selling SUV models in the second half of the financial year. Recent launches, including the Sierra, a refreshed Punch and petrol variants of the Harrier and Safari, also saw continued customer traction.

The company expects the passenger vehicle industry to reach record annual volumes of approximately 4.7 million units, reflecting an 8 percent growth. Tata Motors emerged as the second-ranked player in the industry based on Vahan registrations during the second half of FY2026.

Shailesh Chandra, MD and CEO, Tata Motors Passenger Vehicles, said, “PV industry sales are expected to reach record volumes of around 4.7 million units for the year, reflecting 8 percent year on year (YoY) growth. The industry witnessed a strong rebound in the second half, posting double digit growth, supported by GST 2.0 implementation and a robust festive season. For Tata Motors Passenger Vehicles, FY26 has been a landmark year marked by multiple milestones. We achieved our highest ever annual sales volumes of over 640,000 units, delivering industry beating growth of 15 percent YoY and ended it with strong positive momentum. Looking ahead, industry momentum is expected to sustain, led by growth in SUVs, CNG and EV. At the same time, the industry will need to closely monitor geopolitical developments to mitigate potential supply-side risks.”

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Honda Cars India (HCIL), a leading manufacturer of passenger vehicles, has recorded domestic sales of 7,585 units in March 2026, up 5 percent YoY, as compared to the 7,228 units sold last year. The company also reported exports of 2,451 units for the month.

The sales growth was supported by demand for the Amaze and Elevate models. Honda Cars India intends to expand its vehicle lineup in the upcoming financial year, with the launch of its first battery electric vehicle (BEV) scheduled for the second half of the year.

Kunal Behl, Vice-President, Marketing & Sales, Honda Cars India, said, “Demand for all Honda models specially Amaze and Elevate continues to be strong with exciting promotions and product offerings which helped us achieve 5 percent growth during Mar 2026. We are excited to enter the new fiscal with plans to expand our lineup, including the launch of our first BEV in the second half. We remain highly optimistic that our strong focus on customer satisfaction will continue to drive growth and sustain positive momentum.”

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Nissan Motor India (NMIPL), one of the leading passenger vehicle manufacturers, has recorded its best-ever monthly sale in March 2026, its highest in the last five years.

The company sold a total of 10,388 units in March 2026, which includes 4,408 units in the domestic market, while exports came at 5,980 units. This marks a 98 percent growth in domestic wholesales compared to February 2026.

The company attributed the smart uptick on the back of beginning of customer deliveries for the Nissan Gravite MPV, while the Nissan Magnite maintained its sales momentum. The expansion of its network presence also supported increasing customer traction.

The start of Gravite deliveries is identified as a milestone in the company’s growth phase in India. Nissan intends to sustain this trajectory by strengthening sales and service experiences and further expanding its network footprint across the country.

Saurabh Vatsa, Managing Director, Nissan Motor India, said, “March has been a defining month for Nissan in India, the strong growth in domestic sales reflects the positive customer response to our product portfolio. With the commencement of customer deliveries of the all-new Nissan GRAVITE, we would like to thank our customers for their love and appreciation for the Nissan Brand. The over-whelming response to the product reinforces our confidence in the opportunities ahead. Together with the continued momentum of the Nissan Magnite, the dedication of our Network Partners and support of Nissan Finance & other Banking partners, we remain focused on strengthening our Sales & Service experience, while further expanding our network footprint for sustaining long-term growth in the Indian market.”

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  - Bidyut Ghosh April 02, 2026 11:35 AM

  This is excellent move from Nissan India

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Toyota Kirloskar Motor (TKM) reports 20 percent uptick in its wholesales for FY2026 with 406,081 units sold, as compared to 337,148 units last year.

The company recorded growth across both domestic and export markets during the financial year. Domestic sales rose by 19 percent to 367,107 units, while exports grew by 41 percent to 38,974 units.

In March 2026, Toyota Kirloskar Motor reported a 24 percent increase in total sales, with 37,194 units sold compared to 30,043 units a year ago.

The company attributes a robust demand for its product portfolio, which was supported by the introduction of the Land Cruiser 300, as well as new grades and special editions for the Innova Hycross, Fortuner, Camry Hybrid and Hilux. Technical updates included a new six-speed automatic transmission for the Urban Cruiser Hyryder AWD variant.

The company also standardised six airbags across the Rumion, Glanza, Urban Cruiser Taisor, and Urban Cruiser Hyryder models. The Innova Hycross achieved a five-star Bharat NCAP rating during this period.

Toyota Kirloskar Motor expanded its market reach through customer-centric initiatives and brand engagement activities, including the Toyota Experiential Museum (TEM) and a tour by brand ambassadors Drum Tao. These efforts were intended to increase reach among younger audiences and reinforce the brand's mobility positioning.

Sabari Manohar, Executive Vice-President, Sales-Service-Used Car Business, Toyota Kirloskar Motor, said, “We delivered a positive performance this financial year, driven by sustained demand across our SUV, MPV and compact segments. The introduction of new products and customer centric initiatives during the year further helped position Toyota as a dynamic, technology driven and youth‑oriented brand. This momentum reflects the continued trust in Toyota’s quality, reliability and overall ownership experience. In a rapidly evolving market, such consistency underscores the strength of our fundamentals and positions us well for long‑term sustainable growth. We sincerely thank our customers, dealer partner, Government and other stakeholders for their trust & unwavering support. We remain focused on strengthening our product and technology offerings in line with our multi‑pathway approach of hybrid & electrified vehicle technologies in the mobility space. Looking ahead, we remain committed to creating long‑term value while continuously improving every touchpoint across the customer ownership journey.”

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