Indian consumers more demanding on service quality

Mumbai: Ninety one per cent of Indian consumers are more likely to opt for retail, financial services or travel companies that offer them greater control over where, when and how they interact across a range of channels - including social media and smart phones.

The findings of NCR's 2010 Self-Service consumer  report by NCR Corporation, released today, reveals  that Indian consumers today are demanding more seamless and personalised experience across multiple self-service technologies.

An overwhelming 88 per cent of Indians surveyed said they are more likely to choose retailers that enable them to interact via their preferred combination of online, mobile and in-store self-service channels. Beyond this, 94 per cent of those surveyed said organisations need to do more to ensure their social media activities are properly integrated with these channels.

''Indian consumers today are time-starved and digitally-enabled. They are frustrated by inconsistent experiences across channels and demand more personalised, unified interactions whether on the web, in-store, or using their mobile device. It's clear that in India, more than anywhere else in the world, consumers favour companies that allow them to do business where and when they wish,'' said Jaivinder Gill, NCR's managing director for India.

64 per cent of Indian respondents – the highest out of the nine countries which took part in the study globally – strongly believe it's important to be able to access consistent information on product and services through their preferred combination of online, mobile or in-store self-service channels.

Moreover, 45 per cent of Indian respondents research financial products online while 40 per cent access social networking sites such as Facebook or Twitter to seek financial product recommendations or peer opinions.