Indian buyers increasingly using social media to lodge complaints

  • M Rajendran, Hindustan Times, New Delhi
  • Updated: Oct 26, 2014 22:41 IST

Indian consumers have found a new grievance redressal forum — the social media.

According to an American Express survey, about 71% of those surveyed said they have used the social media to obtain customer service response from companies, significantly higher from 54% in 2012.

However, for complex service inquiries, buyers prefer a personal interaction with company executives.

The 2014-American Express Global Customer Service Barometer found that about 98% of the time customers talk about bad service experiences than good ones.

The survey also found that consumers show their displeasure with poor service by taking their business elsewhere.

Over 78% of consumers said they have spent more time with a company because of a history of positive customer service experiences, which is significantly higher than 74% in 2012.

The survey is conducted across 10 countries — India, US, Canada, Mexico, Italy, UK, Australia, Japan, Singapore and Hong Kong among a random sample of consumers aged 18 and above.

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