New Delhi [India], May 6 : The Federation of Automobile Dealers Associations (FADA has teamed up with Frost & Sullivan to conduct a Customer Experience Index (CEI) Study.
"This ground-breaking project aims to meticulously analyse various aspects of the customer journey, encompassing sales, after-sales service and product quality across the passenger vehicle spectrum", said a release by FADA.
The study will focus on the Passenger Vehicle Category, encompassing Hatchbacks, Sedans, SUVs/MPVs, EVs, and Luxury vehicles.
It will also involve a detailed questionnaire to gather insights from 8,000 participants across 26 cities, covering seven metropolitan areas, sixteen Tier-2 cities, and three Tier-3 locations. The study will include a diverse and inclusive dataset reflecting the varied Indian landscape.
"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", said Manish Raj Singhania, President of FADA.
Highlighting the position and growth projection of automobile sector, Vinkesh Gulati, Chairman of FADA's Research and Academy said, "The Indian automotive sector is at a critical juncture, poised for significant growth amidst changing consumer behaviours and technological innovation. This Customer Experience Index survey is a strategic initiative designed to systematically harness customer feedback across a wide demographic, something that has not been undertaken at this scale in our industry before".
He further added, "By integrating detailed assessments of sales, after-sales & product quality experiences from various vehicle categories, we aim to provide OEMs and Dealers with the insights necessary to elevate their service standards and product offerings. This study is about transforming anecdotal feedback into empirical data that will drive operational changes and enhance customer satisfaction across the board".
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 will come in September 2024.
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