The Federation of Automobile Dealers Associations (FADA), the apex body championing the interests of India’s Automobile Retail Sector, has teamed up with Frost & Sullivan, a Growth Pipeline Company to spearhead an ambitious Customer Experience Index (CEI) Study.
This project aims to analyse various aspects of the customer journey, encompassing sales, aftersales service and product quality across the passenger vehicle spectrum, the organisations said in a media release.
In its maiden year, the comprehensive study will target Passenger Vehicle Category, including Hatchbacks, Sedans, SUVs/MPVs, EVs and Luxury vehicles, utilizing a detailed questionnaire to capture insights from 8,000 participants across 26 cities. This includes seven metropolitan areas, sixteen Tier-2 cities and three Tier-3 locations, ensuring a broad and inclusive data set that spans the diverse Indian landscape, the release added.
Manish Raj Singhania, President of FADA, said, “Launching this study marks a significant milestone in our 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. Over the past three years, we have conducted the Dealer Satisfaction Survey (DSS) and recently launched a specialized DSS focusing on Finance & Insurance.”
“Now, by incorporating this Customer Experience Index survey, we are broadening our analytical scope to encompass all facets of the Indian automobile ecosystem, thereby providing a comprehensive voice and strategic vision for all stakeholders. Partnering with Frost & Sullivan not only enhances this study’s credibility but also amplifies our commitment to advancing the Industry. The insights garnered from this expansive survey will directly inform and refine OEM strategies, facilitating tailored customer experiences that foster brand loyalty and satisfaction”, Singhania added.
Aroop Zutshi, Global Managing Partner & Executive Board Member at Frost & Sullivan, said, “Transformation is imminent. Every organization and every industry needs to be agile to adapt to evolving customer needs to survive. India is poised to witness exponential growth in the automotive industry driven by the rising middle-income and youth population, adoption of electric vehicles, increased investment in the Indian automotive industry and Government policy impetus. 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 set to redefine industry standards for customer satisfaction and service excellence. The results, which will provide invaluable insights for the entire automotive ecosystem, are eagerly awaited in September 2024.
