NEW DELHI: The latest study by Juxt Consult, a Delhi-based 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 included 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.
The agency found out that 58 percent of the companies did not respond to the mails, and 14 percent of online queries couldn't get through--emails sent to the relevant addresses bounced and forms displayed errors on submitting a query. A face-saving thirty two percent of the companies responded satisfactorily.
Amongst different verticals, telecom industry was the most sensitive to customer queries, the study revealed. Debunking popular myth, PSUs fared better than the private companies when it came to customer responsiveness.
The study 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.
The report highlights the increasing need for companies to develop effective eCRM channels to address the growing Internet user base in India.
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