Letter to BS: Firms should focus more on customer satisfaction than profits

Shubhomoy Sikdar’s write-up “Respo- nding to the consumer” (July 16) is informative and relevant in the Indian context. Even as customer-directed culture is held in regard, the sine qua non of success in any business, most Indian and multinational companies continue to treat their Indian customer’s complaints with apathy. In spite of the Consumer Protection Act, 2019, the consumer's awareness about the quality of product or service remains low. Those who approach the consumer courts are met with strong opposition from the sellers; the exercise also takes up a good deal of time. The types of mass complaints discussed in