The Federation of Automobile Dealers Associations (FADA), representing India's Automobile Retail Sector, has joined Frost & Sullivan, a leading growth pipeline company, to embark on an ambitious Customer Experience Index (CEI) study. This initiative aims to analyse every aspect of the customer journey within the passenger vehicle spectrum, encompassing sales, after-sales service, and product quality.
In its inaugural year, the comprehensive study will focus on the passenger vehicle category, including Hatchbacks, Sedans, SUVs/MPVs, EVs, and Luxury vehicles. Utilising a detailed questionnaire, insights will be gathered from 8,000 participants across 26 cities, covering seven metropolitan areas, sixteen Tier-2 cities, and three Tier-3 locations. This inclusive approach ensures a broad data set that captures the diverse landscape of Indian consumers.
Manish Raj Singhania, President of FADA, said that launching this study marks a significant milestone in FADA’s continuous effort to deeply understand and meet the evolving needs of automobile consumers. FADA remains dedicated to deploying its collective expertise for the betterment of the entire automobile industry. Partnering with Frost & Sullivan enhances this study’s credibility and amplifies its commitment to advancing the industry, he added.
Vinkesh Gulati, Chairman of FADA’s Research & Academy, noted that the Customer Experience Index survey is a strategic initiative designed to systematically harness customer feedback across a wide demographic. By integrating detailed assessments of sales, after-sales & product quality experiences from various vehicle categories, FADA aims to provide OEMs and dealers with the insights necessary to elevate their service standards and product offerings.
Aroop Zutshi, Global Managing Partner & Executive Board Member at Frost & Sullivan, mentioned that the Customer Experience Index by FADA in association with Frost & Sullivan will be a powerful tool for all OEMs and the Dealer fraternity to leverage.
The Customer Experience Index by FADA and Frost & Sullivan is poised to set new industry standards for customer satisfaction and service excellence. The results, expected in September 2024, will provide invaluable insights for the entire automotive ecosystem, driving operational changes and enhancing customer satisfaction across the board.
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