Business in India lose up to Rs 11,640 crore (Rs 116.4 billion) in revenue every year because of poor service as customers abandon transactions or end relationships when companies do not meet their expectations, a survey says.
"India loses Rs 11,640 crore ($2.46 billion) because of poor customer service every year in revenue because of inability to meet customer expectations," a survey conducted by Greenfield Online said.
India pays a higher cost of poor customer service compared to New Zealand and Australia that were also part of the survey.
The three countries put together lose Rs 28,000 crore ($5.6 billion) in revenue, the survey sponsored by GenesysTelecom Labs, part of Alcatel-Lucent company, said.
"Businesses in India, Australia and New Zealand suffer significant losses every year because of 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," it added.
Of the over 1,500 people surveyed, the bigggest complaint was about trying to reach through to the call centre, the survey found.
In India, 56 per cent consumers admitted to having ended a relationship because of poor customer service, while 50 per cent had an experience that made them more likely to do so in the past year, the survey said.
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