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Expectation of an Indian consumer

from company owned / company
branded stores
Harshal Bambole


Rafique Mohammad 2014PGP205

Sumedh Kakde


Consumer Behaviour
96% of unhappy customers dont complain,
however 91% of those will simply leave and
never come back Financial Training services
A dissatisfied customer will tell between 9-15
people about their experience. Around 13% of
dissatisfied customers tell more than 20 people.
White House Office of Consumer Affairs.
55% of customers would pay extra to guarantee
a better service Defaqto research.

Survey Result
Most of the consumers visit retail store 0 to 5 times in a year.
Maximum consumers (99.99%) prefer calling customer care
for problem solving.
60% of the people think the retail store in their area will hep
them to some extent.
30% of them think it matters a lot to them.
70% of people eaves their service provider if they re facing
any service related issue.
Customer rate operator on price of product and service
provided to customer.