Indians Most Tolerant Customers in the World: Survey

By SiliconIndia   |   Wednesday, 29 October 2014, 13:09 Hrs
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BENGALURU: According to a recent survey conducted by American Express to measure customer service of companies across the world, customers in India show more tolerance towards companies, reports TOI. The survey cites the example of Flipkart’s Big Billion Day sale failure. This global survey says that, even after such a shock from their favorite retailer, Indian customers are ready to give them another chance.  

With 66 percent willing to give companies a second or perhaps even more chances even when faced with poor customer service, Indians have emerged as the most tolerant customers in the world.

Whereas this number comes in blunt contrast to customers in Japan, Italy, and Mexico, who do not give companies a second chance when it comes to poor customer service.

Sanjay Rishi, President, American Express South Asia remarked that, "The highly networked Indian customers present a phenomenal opportunity as they wield a wide sphere of 'word of mouth' influence and are also willing to pay a premium to companies providing great service. So, focusing on delivering outstanding service will ultimately help companies grow. Businesses can build advocates by delivering good customer service."

The findings once again ascertain that good customer services help companies scrape up more revenues. 78 percent of consumers have spent more with a company only because of history of positive customer service experiences. This trend is picking up as 86 percent of Indians have expressed compliance to spend more with a company they believe will provide excellent customer service.

Also 66 percent of the respondents say they always spread the word about good service interaction. Recommendations from friends or family members are amongst the most likely modes to get 22 percent Indian customers to try a new company.

Indians thus provide an encouraging market to the companies. Whereas to attain that kind of loyalty from Indians might be a tough task initially, but once earned companies are the big winners.

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