16 minutes, that’s how long it takes Indians to get angry over bad customers service and slam the company door. They reach their boiling point quite late when compared to Netherlands and Germany (7 minutes) or even Japan (just 6 minutes).
The survey, American Express Global Customer Service Barometer, was conducted in 11 countries.
However, when Indians finally do get angry, they tend to get quite loud. 64% of them have voiced their displeasure to a customer service representative. The average for other countries is just 48%.
This is the case the other way around also. When Indians receive good service, not only will they spread the word around quickly, they will also spend more for that service.
If you are an Indian company, or significant portion of your customers come from India, here are some other survey results to bear in mind:
They will share their negative experience to 46 people and a positive one to 44.
40% will praise and recommend positive experiences.
54% of Indians have used social media at least once last year to give responses regarding customer service.
Only 20% of respondents have used social media this way in the other 11 markets.
80% of Indian consumers feel that SME’s offer better service than large companies.
87% of Indians are willing to spend 22% more, if offered better service.
These were the survey results from one of the most densely populated countries in the world. Stay tuned for results from other countries as well.
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