Custommerce unveils Cindex to measure customer experience

Indiantelevision.com Team

(18 July 2009 8:40 pm)

BANGALORE: Custommerce, a forum conceived and incubated by Servion Global Solutions, has launched Custommerce Index (Cindex) to measure customer service experience.

With a rapidly growing economy, exploding consumerism and the growing importance of service as the only differentiating factor, Custommerce claims that Cindex will offer Indian businesses and consumers a measure to benchmark quality of service experience in the market.

In its first random survey, the Custommerce-feedback consulting service focused on 4 services – Intra city Public transport (Train and Bus), Savings bank accounts and Mobile phone services.

Cindex found that only about 5.1 per cent of respondents were able to recall a great service experience revealing that Indian consumers have a very low positive customer service experience. Even among those expressing delight, the predominant recall was about an interaction that is part of the normal service that the provider has to offer.

Of the four services studied, intra city bus transport fared the lowest in customer service experience. Meanwhile, the metro cities (barring Delhi) and Lucknow fared higher on bus service indicators.