[amartya_bhp]

https://www.deccanherald.com/busines...-index-3175374

I can second this for Audi - I have been using either Audi Gurgaon/Delhi South Workshops for PM and some minor niggles and their support has been exemplary for the most part. True, there is room for improvement, but, not much to complain. They truly give you a luxury feel and treatment.

Kudos to the SMs of both the workshops!

[hrman]

Not surprised.
My own experience with KIA has been great in my 1.5 years of ownership. Prompt redressal of complaints, quicker turnaround times, courteous staff across 2 different dealerships, listening to every complaint and niggle, no gaslighting etc. are some of my positive experiences with KIA.

Their persistence to get positive ratings and prompt follow-up are some other points with KIA. I think in their 5 years of being in India, KIA has cracked some key sentiments of the Indian Consumer: Quality of products especially in the popular segment (SUV, CSUV), loading with modern features at similar cost and great after sales service.
Now if only they took the Safety ratings seriously, we would have a near perfect manufacturer.

[GKR9900]

What is surprising is that Tata motors occupy the 3rd place after Toyota in that list even after lots of incidents of poor after sales experience being reported in the forum and elsewhere. I understand after sales experience have a 50 percent weightage in the CEI, as mentioned in the article. Are they making a turn around finally?

[kgt.v8]

Most likely the law of average has helped to get Tata Motors achieve 3rd position in CEI index.

ASEI - After Sales Experience Index
SEI - Sales Experience Index
PEI - Product Experience Index


Tata Motors scores for individual experience index are
- PEI : 2nd position
- SEI : 5th position
- ASEI : 9th position
The way I interpret this is Tata has good product offering and as evident in our forum, YouTube comments they lack in Sales experience and After-Sales is even bad experience. TaMo needs to take this critically as their sales are low because of bad quality control, after-sales and sales experiences

M&M scores for individual experience index are
- PEI : 7th position
- SEI : 6th position
- ASEI : 2nd position
M&M product experience does not reflect the sentiments I have seen online or on our forum. Sales experience is even worse than Tata based on my personal experience because products sell on their own, sales people are least bothered to talk with interested buyers once they leave showroom. In 3-4 cases, sales person did not even bother to take my phone number or provide his for callback. After-sales experience at 2nd position indicates that the people who took the survey were happy with M&M ASS.

[Chetan_Rao]

Tata products: 'Wow!'

Tata pretty-much-everything-else: 'Oh,wow!'

[SmartCat]

I don't think this "Customer Experience Index" is relevant because it includes

- Sales experience
- Product experience

Since all dealers and their brands are after your money, the sales experience will be mostly good. After all, since dealership gains Rs. 15 lakhs or Rs. 20 Lakhs per sale, they would have the basics in place. And pack enough features into a car, and the product experience will be great too.

The above is not relevant because you will have a great sales & product experience when you book an apartment too. At any builder, even if he is incompetent or outright fraudulent. What really matters is after-sales experience.

[Mad Max]

Originally Posted by SmartCat

...

Since all dealers and their brands are after your money, the sales experience will be mostly good.

Let me tell you the story of Nissan

Between Renault and Nissan, in my little hometown, the Nissan guy thought he was doing us a huge favor. Never showed up for test drives despite my persistent insistence that we buy the Magnite over the Kiger. To the extent, that when we called the showroom finally one last time, he bluntly told us that the car was under repair.

Renault guy came home, took my mum for a spin, made sure she was comfortable and provided multiple options / test drives to my brother. In addition, spent time explaining the car and how it can be a useful town commuter with good ground clearance. Most impressive was that when we told we are getting this on my mum's birthday, he made sure that the car was delivered on that day with everything done. Will buy again.

Same experience when my friend got a Kwid in Bangalore. No second-hand treatment for the family though they didn't disclose anything about the other two cars they had and that this was an automatic commuter for his wife. They treated her like a queen every time she would walk in (multiple times btw) and made sure her color choice was ready and available.

I'd willfully shovel money their way.

In my mind, the sales experience is where it all starts for 90% of people. There are some of us mad men who directly talk to the service manager before we make up our mind but for most, it's the first touch point that resonates - a cool drink, a welcome seat, the attention, the clarity and speed to next steps.

Not to discount anything you mentioned about the after-sales experience though.

P.S. - I did notice the "mostly" but thought I'd share.

[ferrarirules]

Originally Posted by SmartCat

I don't think this "Customer Experience Index" is relevant because it includes

- Sales experience
- Product experience

Really!!! I beg to differ and I will try provide the reasons below

1. Sales experience

We have so many threads, posts on this forum pointing out the misses. I will try and list the most common ones.

1. The customer was not attended to the showroom or there were no follow ups for a test drive or for a buying decision or the test drive vehicle was not available.
2. Customer booked a car and there were multiple follows ups for the delivery date.
3. Customer went for delivery and it took long for delivery or the delivery was very unceremonious
4. Customer wanted their own insurance and the dealer denied the same.
5. Customer wanted to do a PDI and dealer denied giving various reasons.
6. Customer not provided a feature demo on the day of delivery or dirty car or missing accessories

All this amounts to sales experience and is valuable for the customer. Though we all say that sales experience should not matter for you to chose the right car but there are some points in the list above which make your experience memorable

2. Product experience

A customer buys a car after checking all the features but there is so much more car ownership than just features. There are so many niggle threads for each car on teambhp.

1. There is one thing as test driving a car and there is another thing as living with the car. A test drive doesn't give you the experience of living with the car for months or years.
2. Longevity of the interior - Broken ac vents, easily scratched parts, easily soiled light color interior
3. Unwanted creeks from the car and the expedition to eliminate them all
4. Faster than expected wear and tear of the parts.
5. Resale value of the car

Now coming to the actual report, the Customer Experience Index did consider 97 attributes across Sales, Product and After Sales experience with weightage as 25%, 25% and 50% respectively

Quoting the actual report and details



The key delighters in each experience type were highlighted as well



Link to the FADA report and press release