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58% of Leading Indian Companies are Unresponsive to Customer Queries
The latest study by Juxt Consult, an Interactive research and advisory agency, graded a majority of India’s top companies as being Non Responsive to customers on the Internet.
The scope of the study incorporated 50 of the largest Indian B2C companies in terms of revenue across retail, financial services, telecom and manufacturing sectors. Analysts made email enquiry acting as customers to the companies’ websites and measured their responsiveness in terms of Time and Quality.
Key Findings included:
• 58% of the companies did not respond in any manner at all
• 14% of email address/forms either bounced or displayed errors on submitting a query.
• 32% of the companies in the overall sample responded satisfactorily.
The scope of the study incorporated 50 of the largest Indian B2C companies in terms of revenue across retail, financial services, telecom and manufacturing sectors. Analysts made email enquiry acting as customers to the companies’ websites and measured their responsiveness in terms of Time and Quality.
Key Findings included:
• 58% of the companies did not respond in any manner at all
• 14% of email address/forms either bounced or displayed errors on submitting a query.
• 32% of the companies in the overall sample responded satisfactorily.
• Amongst different verticals, telecom industry was the most sensitive to customer queries.
• Debunking popular myth, PSU’s were better than the private companies when it came to customer responsiveness.
The report highlights the increasing need for companies to develop effective eCRM channels to address the growing Internet user base in India.
This study, spread over a period of three weeks, found that most of these companies had no proper mechanism to handle queries from either existing or potential customers. While significant money was being spent on creating an Internet presence, the results of the study did not indicate a similar interest in the maintenance of the basic web properties.
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