Indian consumers most digital savvy in Asia: Survey

Says 71% Indian consumers use social media to get a customer response more than twice that of Japan at 29% and ahead of Hong Kong at 50%

A survey by American Express revealed that Indians continue to be the most digital savvy for reporting or resolving service experiences compared to their Asian counterparts.

It said 71 per cent of Indian consumers use social media to get a customer response more than twice that of Japan at 29 per cent and ahead of Hong Kong at 50 per cent.

The survey also noted Indian consumers use social media for sharing information about service experience, asking others about how to get better service and seeking a response from a company about a service issue.

In fact, for Indian consumers customer service is amongst the top three reasons for choosing a company. The survey noted that almost 90 per cent of the consumers in India feel companies have improved their response time over social media channels.

“Today’s networked consumers are demanding engagement, personalisation, and prompt response from the companies they deal with across multiple channels. They also wield a lot of influence because they spend more for great service and share their opinions widely. Ultimately, these consumers drive business growth,” said Pradeep Kapur, senior vice-president and general manager — world service, and head — global process excellence at American Express.