KATHMANDU: The final day of the NAIMA Nepal Mobility Expo saw a different kind of display at the Hyundai stall. While several brands highlighted their booking numbers, Hyundai chose to showcase its Customer Satisfaction Index (CSI).
Most brands marked their bookings by cutting cakes with the numbers written on them. Others simply announced their booking figures without the cake-cutting ceremony.
At the stall of Laxmi Intercontinental, Hyundai’s official distributor in Nepal, employees, the general manager and the executive director were seen holding a sheet of paper. The paper displayed a 95.2 percent Customer Satisfaction Index.
The image quickly gained attention on social media. Some questioned how the figure was calculated, while others appreciated Hyundai’s different approach to branding at the auto show.
What is the customer satisfaction index?
CSI is a measure used to evaluate how satisfied customers are with a brand and its products and services. In the automotive industry, it can cover the buying experience, vehicle quality, after-sales service, maintenance, complaint handling and overall customer experience.
Laxmi Intercontinental General Manager Deepak Thapaliya said the company is not focused only on bookings.
“Our focus is on the value and experience we provide to customers,” Thapaliya wrote on Facebook. He said an evaluation based on bookings received during the 2025 auto show showed Hyundai’s CSI at 95.2 percent in 2025.
He added that the company aims to take the figure above 98 percent this year. According to Thapaliya, improving customer satisfaction is more important to Hyundai than the number of bookings generated during an auto show.
However, the company has not disclosed the methodology used to arrive at the 95.2 percent figure.
How is CSI measured globally?
Automotive brands generally use customer surveys and feedback to measure customer satisfaction. The process can cover different stages of the ownership journey.
During the purchase process, customers may be asked about the behavior of the sales team, the quality of information provided and how easy the buying process was.
After the purchase, surveys can focus on product quality, features, vehicle performance and the overall ownership experience. Customers may also rate after-sales service, maintenance, spare-parts availability and pricing.
Warranty support and the likelihood of buying the same brand again can also be considered when assessing customer satisfaction.
Therefore, while booking numbers show immediate sales interest, CSI provides a broader indication of how customers perceive a brand’s products and services.
