Service beats price in Indian Market, says Verint Survey

Verint Systems has announced key findings of a consumer insights survey conducted by Ipsos on the state of customer service in the Asia-Pacific region. The survey of more than 5,800 consumers across six countries, including India, China, Hong Kong, Japan, Australia and Indonesia, has revealed that most of them have experienced poor customer service, and, surprisingly, have low expectations of receiving great service.
 
The key findings of the survey found that, specifically in India, the percentage of consumers who have experienced a service problem in the past six months ranges from 90% in the utilities industry to 95% in the financial and telecommunication industries. 
 
Indian consumers also rank the highest in the survey in using emotions to get what they want (36%), getting angry when companies make mistakes (68%), and calling support helplines for better service (58%).
 
In addition, the study found that 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% of consumers valuing price over service.

Ady Meretz, President  APAC, Verint, stated, The research points to an increasing propensity among consumers to share positive feedback, experiences and interactions. Companies that can proactively deliver a superior customer experience by listening and acting on the voice of the customer can gain competitive advantage in the market. Verint’s Voice of the Customer Analytics can help identify trends and capture feedback across a variety of channels, helping them take a proactive and responsive approach to customers’ wants, needs and expectations.
 
In India, more consumers expressed their desire to share positive rather than negative experiences at a rate of 43% for positive experiences compared to 41% for negative experiences.