9 OUT OF 10 CONSUMERS COMPLAIN POOR SERVICE
Around 90 per cent customers
in India experienced poor post-sale service across sectors such as utilities,
retail and telecom in the last six months, a survey has found. "Consumers
revealed that most have experienced poor customer service, and surprisingly,
have low expectations of receiving great service," said the survey of
5,800 respondents in six countries, including India, China and Japan.
Painting a poor picture of customer service in India, nearly 90-95 per cent consumers in utilities, financial services and telecom segments have faced a service problem within the past six months, according to the survey conducted by research firm Ipsos, a release said today.
Taking too long to resolve problems (21 per cent) and unknowledgeable staff that cannot help (20 per cent) were two main reasons cited for poor consumer service experience. Also, nearly half of the Indian respondents said that customer service is more important than price for buying a product. Only 26 per cent respondents rated price higher than service for adopting a product.
Consumers in all countries, including emerging markets where there is a common 'price is king' perception, place a premium on good customer service, with only 23 per cent of consumers valuing price over service, the survey said.
The survey also found that 57 per cent of Indian consumers share their experiences on social media, blogs and leave comments on company websites. About 57 per cent are using social networking sites like Facebook and Twitter for sharing their experiences.
In India, more consumers expressed their desire to share positive rather than negative experiences -- 43 per cent for positive experiences, compared to 41 per cent for negative experiences, the Verint-commissioned survey said. Companies that can improve their customer experiences are well positioned in today's market to gain significant business, it said.Verint provides enterprise intelligence solutions to help organisations capture and analyse customer interactions, sentiments and trends across multiple channels, improve performance and optimise the customer experience.
Painting a poor picture of customer service in India, nearly 90-95 per cent consumers in utilities, financial services and telecom segments have faced a service problem within the past six months, according to the survey conducted by research firm Ipsos, a release said today.
Taking too long to resolve problems (21 per cent) and unknowledgeable staff that cannot help (20 per cent) were two main reasons cited for poor consumer service experience. Also, nearly half of the Indian respondents said that customer service is more important than price for buying a product. Only 26 per cent respondents rated price higher than service for adopting a product.
Consumers in all countries, including emerging markets where there is a common 'price is king' perception, place a premium on good customer service, with only 23 per cent of consumers valuing price over service, the survey said.
The survey also found that 57 per cent of Indian consumers share their experiences on social media, blogs and leave comments on company websites. About 57 per cent are using social networking sites like Facebook and Twitter for sharing their experiences.
In India, more consumers expressed their desire to share positive rather than negative experiences -- 43 per cent for positive experiences, compared to 41 per cent for negative experiences, the Verint-commissioned survey said. Companies that can improve their customer experiences are well positioned in today's market to gain significant business, it said.Verint provides enterprise intelligence solutions to help organisations capture and analyse customer interactions, sentiments and trends across multiple channels, improve performance and optimise the customer experience.
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