EFY Times  
Tuesday, July 28, 2015

 
GO
 
 

Poor Customer Service Costs India $2.46 Billion Every Year
 
Home >> Infotech >> Trends
 
Poor Customer Service Costs India $2.46 Billion Every Year  
 
Businesses in Australia, New Zealand and India lose a combined $5.6 billion in revenue due to inability to meet customer expectations, reveals a survey.   
Rate this news:  (1 Votes)
Friday, August 14, 2009 Businesses in India lose revenues up to $2.46 billion every year due to poor customer service over the Web, in the contact centre, or via mobile devices as consumers abandon transactions or end relationships when companies do not meet their expectations, reveals the findings of a survey. On the other hand, in Australia, businesses lose more than $2.191 billion per year and the cost of poor customer service in New Zealand totals more than $995.6 million.

poor customer service,india,indian businesses,Australia,new zealand,customer service,companies,survey




According to the survey conducted by Greenfield Online, businesses in Australia, New Zealand and India suffer significant losses amounting to $5.6 billion per year due to poor customer service. The 28-­question survey includes 500 consumers in each of the three countries -- Australia, New Zealand and India -- for a total of more than 1,500 diverse participants representing virtually every age and income bracket.

In India, 56 per cent of consumers say they have ended a relationship due to poor customer service, and 50 per cent had an experience that made them more likely to do so in the past year. The average value of a relationship that was ended in India was $121.81. The average consumer ended 1.84 relationships.

While in most cases the individual will turn to a competitor for the business, in a surprising number of instances, over 30 per cent, the consumer simply decides not to spend any money, an individual decision that potentially undermines local economies, the survey points out.

In India, for transactions abandoned due to poor customer service, an identical number turned into business for a competitor (62 per cent), and a large portion were completely abandoned and lost to all companies (38 per cent), confirms the survey.

In all three countries, people prefer to deal with a company by phone. In India, the phone remains the first choice of a preferred channel of interaction (60 per cent), but e-mail (17 per cent) is only slightly more favoured over SMS via mobile phone (13 per cent).

Automated self service was an issue for the survey participants in the three countries. Respondents say some of their key annoyances are automated, difficult to navigate, self service programmes that don't let them reach a human agent, working with agents who are not empowered to make decisions, and having to repeat information -- such as name and account number -- every time their call is forwarded to another department.

In India, consumers feel the most challenging communication channel is live contact centre agents (35 per cent) than e-mail (14 per cent), followed closely by automated self-service or voice recognition (12 per cent) and SMS (11 per cent).



Print Email Post Comment 
(Total Views: 1393)
 
Share

 
 
Infotech News
   
Internet.org: Facebook Opens Portal To Bring More Operators
Lava Launches Pixel V1, Its First Android One Smartphone
InFocus Unveils New Range Of Consumer Electronics
Strontium Unveils Nitro Plus Nano 3.0; The World’s Smallest And Fastest USB Drive
People Gear Up For OnePlus 2 Launch
 
 
 
     
     
     
     
     
     
Most popular
 

Daily

Panasonic LUMIX Announces New Technology - Two New Lenses And Post Focus Function
The Ultimate Flagship Of DSLM (Digital Single Lens Mirrorless) Cameras; New 20.3-Megapixel LUMIX DMC-GX8 With Dual I.S. (Image Stabilizer)
In Fond Memory Of The Blue-Chip Scientist; Dr A.P.J. Abdul Kalam
New LUMIX DMC- FZ300 With Splash/Dust-Proof Rugged Design, 24x Powerful Optical Zoom With Full Range F2.8 Aperture
Panasonic Launches Affordable 3G Smartphone Series “Love” With Smartphone Love T10 Supporting 21 Indian Regional Languages
Lava Launches Pixel V1, Its First Android One Smartphone In Collaboration With Google
Zebra Technologies To Sponsor, Present At Inaugural APPNATION IoT Influencers Summit
Global Test Solutions' New Solar Simulation Interface For Programmable DC Power Supplies Now Available In USA
KNB Communications Launches SpeedToSuccess To Accelerate The Growth Of Health Tech
Rajasthan Gets A New Online Getaway For Exorbitant Shopping Deals With Dealsnprice.com
 
   

Weekly

IBM To Release 50 Projects To The Open Source Community
GNU Founder Blesses Crowd Supply, A Hardware-Focused Crowdfunding Site
7 Tricks Every Android User Must Know!
9 Cool Features On Google You Didn't Know About
6 Programmers Working Hard To Revolutionise Technology
LINE Introduces Lite App For Android ; Version Available In Google Play
A New App Which Lends Eyes To The Blind
Microsoft Launches Send App
WhatsApp Undergoes A Major Overhaul; Introduces New Range Of Features
Xiaomi Unveils Mi Mouse Pad And Mi Metal Mouse Pad In India
Top Four New iPhone Apps
Indian ICT Hardware Market Stands US$ 15.87 Billion, Finds MAIT
UC Browser Undergoes Makeover; Update Launched On iOS And Windows
Huawei Launches Honor 4A In China
Turtle Beach Corporation Announces New $15 Million Term Loan And Amendment Of Existing Subordinated Debt
Twitter Removes The Customised Background Feature
 
   

Overall

Features
Top Five Free CSS Editors For Linux
A good editor is all that programmer needs for web development!...
Five Pointless Yet Awesome Linux Tricks
Never thought command terminal will be entertaining? Try these 5 commands!...
Five Apps To Help You Relax
You can enjoy the sweet relief using these productivity apps!...
Seven Little-Known Facts About Bill Gates
The great philanthropist and Microsoft founder, Bill Gates has an interesting personality....
Five Things You Will Love About Windows 10!
Windows 10 launches on July 29, here are 5 things you will love about this desktop OS....
6 Programmers Working Hard To Revolutionise Technology
In today's tech dominant world, software developers have become celebrities and role models!...
7 Tricks Every Android User Must Know!
You can enjoy the new level of productivity and efficiency by following some simple tips of Android....
9 Cool Features On Google You Didn't Know About
For all those who didn't know about it, Google Art Project allows indivduals to view artifacts from more than 600 international gallaries, present acr...
Top Four New iPhone Apps
Download these apps on your iPhone or iPad and make your life easier....
Top 5 Project Management Certifications
Everything in IT can be considered as a project. The role of a project manager is a very responsible one, for any IT-related project ...
5 Tips About HTML5 That Can Change Your Life
Internet has come a long way with HTML5. The evolution of HTML has added a rich browsing experience to HTML....
Top 10 Useful Tools For Designers And Developers
Tools and apps have long been an important part of designing and development....
5 Gmail Features You May Not Have Heard Of!
Google's email service packs many hidden features....
Top 5 Upcoming Tech Product Launches
Here are 5 exciting new tech products that will launch before the end of the year...
Six Organisations That Secretly Run The Internet!
Find out who is behind the giant wheel of the internet!...
 
  View All
Dialogue
 
“We Offer Managed Document Solutions To CIO And IT Decision Makers”: Canon
Manufacturing within the country will surely reduce the cost of our devices, but manufacturing can begin only if there is the desired eco-system and w...
“One Day The End User Can Open Up A Used Battery, And Use What’s Inside As Barbecue Sauce”
Of course that is not something currently possible, but what B&B Batteries does have are some secret recipes for their very specialised battery design...
We Wish To Procure All The LED Components Within India: Avni Energy
G. Gururaja, director, Avni Energy Solutions Pvt Ltd, shares his views about the expanding LED industry in the Indian market and the company's plans i...
We Have Registered 50 Per Cent Growth In The Last Two Years: Arihant Lighting
Apart from LEDs, Arihant is associated with the promotion of renewable energy in India and therefore, manufactures various energy saving products....
“Elcom Plans To Build A New State Of The Art R&D And Manufacturing Unit In Maharashtra", Reveals MD Girish V Vaze
Starting out as a small business to cater to the industry’s need for import substitutes, Elcom International has grown to be a leader in the field of ...
   
  View All
Videos
 
First Look: LG Optimus G
The phone sports a high-end display and comes powered by a powerful processor. ...
Create QR-Codes For Free
TEC-IT releases the freeware QR-Code Studio to provide a quick and convenient way of QR code creation for every application scenario....
DoT Secretary Shares Plans For Growth Of Telecom Sector
M.F. Farooqui has recently taken charge as secretary, Department of Telecom....
Hands-On: Sony Xperia Z
Xperia Z is Sony's first entrant model in the big-screen smartphone category. ...
Hands On: Videocon A30 Smartphone
Videocon, the consumer electronics company which is known for its refrigerators, washing machine and air-conditioner has unveiled its Android-based sm...
   
View All
   
 
IFA 2014
 
IFA 2014: LG Launches 34-Inches Curved Monitor
The company is yet to confirm price and availability of the device....
IFA 2014: Intel Launches First Core M Range Of Processors
This range of processors is tailor-made for 2-in-1 devices which include a tablet and a laptop....
MWC 2014: Tablet Lets People Feel Textures On Its Screen
Now feel what you see on your tablet, by way of ultrasonic waves....
MWC 2014: 4K Android Tablet Games To Kill Consoles, iPad
Tablet makers like Samsung want to beat the iPad by making 4K tabs. ...
MWC 2014: This Vodafone Backpack Helps Get Network In Disaster Situations
Two engineers of Vodafone New Zealand displayed the "mini" mobile network by Vodafone substructure in a backpack. ...
MWC 2014: Wilocity Chipset To Bring 'Lightening' Speed To Mobile Phones
Wilocity has developed a WiGig chipset for mobile phones that will bring lightning-fast wireless capability ...
MWC 2014: Samsung Introduces Octacore, Hexacore Chipsets
The Korean giant, Samsung unveiled two new octacore and hexacore chipsets at MWC 2014, in Barcelona. The company previously used Exynos 5 Octa 5410 ch...
   
View All
   
 
Events
 
19th Consumer Electronic Imaging Fair To Be Held On ...

View All
   
   
 
 

home archives contact us advertise with us
           
Magazines Portals Directories Events News Verticals Educational Institute  
Electronics for You
Open Source for You
Electronics Bazaar
electronicsforu.com
efytimes.com
opensourceforu.com
electronicsb2b.com
Electronics Annual Guide
EFY EXPO INDIA
EFY EXPO WEST
ELECTRONICS ROCKS
EFY Awards
OSIDAYS Expo
Electronics
Infotech
Linux & Open Source
Consumer Electronics
Science & Technology
BPO
EFY Techcenter

Educational Kits
Kitsnspares.com  
 
 
© Copyright 2015 EFY Enterprises Pvt. Ltd.
All rights reserved. Reproduction in whole or in part in any form or medium without written permission is prohibited.
Usage of the content from the web site is subject to Terms and Conditions