Remember my earlier post on Indians not bothering to do the last 5%. Now here is a survey that shows the impact of what I blogged,
Business in India lose up to Rs11,640 crore in revenue every year due to poor service as customers abandon transactions or end relationships when companies do not meet their expectations, a survey says. "India loses Rs11,640 crore ($2.46 billion) due to poor customer service every year in revenue due to inability to meet customer expectations," a survey conducted by Greenfield Online said.India pays a higher cost of poor customer service compared to other countries. Businesses in India suffer significant losses 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. The bigggest complaint was about trying to reach through to the call centre. 56% consumers admitted to having ended a relationship due to poor customer service, while 50% had an experience that made them more likely to do so in the past year. Indian customers felt annoyed by the inability to reach a human agent to answer a query or agents being poorly trained. Having to repeat information every time their call was forwarded to another department, long wait times to talk to a customer service executive and working with agents who were not authorised to make decisions also annoyed them the most. For transactions abandoned due to poor customer service, an identical number (62%) turned into business for a competitor, and 38% of transactions were completely abandoned and lost to all companies.
I dread to think what the survey will show if conducted in Middle East
