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.