Indian Consumer More Vocal About Customer Care Services

In India, people shout more on customer care executive than any other part of the world. Indians want personalized and customized services. People in India like to know name of the executive and want to see whom they are seeking support. Consumer threatens to switch to the competitors to get extra benefits. Probably Jago Grahak Jago campaign has helped consumer in putting their say upfront.

American Express and global research firm 'echo' conducted a survey and below are the findings-

• 64% of Indians lose their temper with a customer service executive Vs world’s other markets average of 48%
• 61% insisted on speaking to a supervisor 
• 12% of Indians use profanities or abusive language as against an average of 7% globally 
•  Indians are becoming quite vocal about poor quality service too as each one tells approximately 47 people about their bad experience 
• One out of every five consumers feels businesses pay less attention to providing good customer service 
• four out of five believe that smaller businesses give more importance to customer service than large ones 
• Most interesting finding - When customers know that a company is listening to them and addressing their needs quickly and responsively, they will not only spend more - they will spread the word to others as well

So, Indian consumers seems very honest. If they are satisfied they create buzz about that and if they get dis-satisfied then also they create lot of noise. Indian consumer wants little extra attention in term of after sales service. Wants more transparent system and tries to show they know how they can justice legally if they feel cheated.

-Nikhil