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FADA and Frost & Sullivan Introduce Game-Changing Customer Experience Index

New Delhi, May 6, 2024 – In a landmark move, the Federation of Automobile Dealers Associations (FADA) has partnered with the renowned consultancy, Frost & Sullivan, to launch the first-ever Customer Experience Index (CEI) Study tailored for India’s automotive sector. This pioneering initiative is designed to harness data-driven insights to significantly enhance customer service strategies across the industry.

Targeting the Passenger Vehicle Category, which includes Hatchbacks, Sedans, SUVs/MPVs, EVs, and Luxury vehicles, the study will utilize a detailed questionnaire to gather valuable data from 8,000 participants across 26 Indian cities. This will include participants from seven metros, sixteen Tier-2 cities, and three Tier-3 locations, providing a comprehensive overview that reflects the diversity of the Indian market.

Manish Raj Singhania, President of FADA, remarked on the initiative’s strategic importance: “The launch of the CEI Study is a critical step in our ongoing efforts to understand and fulfill the dynamic needs of automobile consumers. By expanding our focus beyond our previous Dealer Satisfaction Surveys to encompass a wider range of customer interactions, we aim to provide actionable insights that will drive the industry forward.”

The study is expected to play a crucial role in shaping the strategies of Original Equipment Manufacturers (OEMs) and dealerships, aiming to enhance the overall customer experience and ensure higher levels of satisfaction and loyalty. “This survey represents a significant shift towards empirical, data-driven decision-making in our industry,” said Vinkesh Gulati, Chairman of FADA’s Research & Academy.

Aroop Zutshi, Global Managing Partner & Executive Board Member at Frost & Sullivan, emphasized the transformative potential of the CEI: “As the automotive industry continues to evolve rapidly, staying ahead requires an agile, responsive approach to customer needs. This study will equip OEMs and dealers with the insights needed to excel in a competitive market.”

The automotive community is keenly anticipating the results of the CEI Study, which are scheduled for release in September 2024. This initiative is expected to set new benchmarks for customer satisfaction and service excellence in the auto retail industry.

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