Customers In India Spend More For Great Service: Survey

BANGALORE: Customer satisfaction is the best indicator of how likely a customer will make a purchase in the future. It’s as easy to understand that in any business, retaining customers are always cheaper than acquiring new ones.

In a country like India, people are more drifted towards online shopping more than offline.  According to a survey conducted by American Express in August-September 2014, ‘Global customer service barometer’ shows that Indians are more likely to pay more for a better customer service. The study revealed that for simple enquiries, 18 percent of the respondents said they favor using a company website or email, whereas 14 percent search solutions in a social networking site.

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According to Sanjay Rishi, President, American Express South Asia, “Businesses can build advocates by delivering outstanding service, and companies that do this consistently understand that exceptional service is a real competitive advantage. The highly-networked Indian customer presents a phenomenal opportunity. So focusing on delivering outstanding service will ultimately help companies grow,” reports Business Standard.

Customer satisfaction plays an important role within your business. Not only is it the leading indicator to measure customer loyalty, identify unhappy customers, reduce churn and increase revenue; it is also a key point of differentiation that helps you to attract new customers in competitive business environments.

The study further reveals that 86 percent of the customers are willing to spend more time with a company that they believe provides excellent customer service. In fact, providing good customer service is one of the top 3 parameters one looks at while doing business.

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