FADA joins hands with Frost & Sullivan for Customer Experience Index study

Gajanan Kashikar Updated: May 08, 2024, 01:28 PM IST

The Federation of Automobile Dealers Associations (FADA) has joined forces with Frost & Sullivan to conduct a Customer Experience Index (CEI) study aimed at examining every facet of the customer journey within the passenger vehicle sector. This study encompasses sales, after-sales service, and product quality, with the findings set to be unveiled in August of this year. For 2024, the focus of the survey will centre primarily on car users, although data from two-wheeler users will also be collected and analysed.

The CEI survey will encompass 8,000 blind samples gathered from individuals frequenting various locations, such as shopping centres, cinemas, hotels, and restaurants across 26 cities nationwide.

In its inaugural year, this comprehensive study will concentrate on the passenger vehicle category, encompassing Hatchbacks, Sedans, SUVs/MPVs, EVs, and luxury vehicles. Through a detailed questionnaire, insights will be gleaned from 8,000 participants spanning 26 cities, including seven metropolitan areas, sixteen Tier-2 cities, and three Tier-3 locations. This inclusive methodology ensures a robust data set that reflects the diverse landscape of Indian consumers.

The Customer Experience Index initiative by FADA and Frost & Sullivan aims to establish new benchmarks for customer satisfaction and service excellence within the automotive industry. The insights garnered from this study are expected to drive operational enhancements and elevate customer satisfaction levels across the automotive ecosystem.

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