Trends Report

The India Customer Experience Index, 2016

The Customer Experience Of Brands In India Improves, But More Remains To Be Done

November 2nd, 2016
Amit Bhatia, null
Amit Bhatia
With contributors:
Ashutosh Sharma , Rick Parrish , Vikram Sehgal , Ryan Hart , Harley Manning , Roxana Strohmenger , Arnav Gupta , Rachel Birrell


As the focus on customer experience (CX) in India grows, brands are increasing their investments and efforts to provide customers with higher-quality experiences. Despite this, our inaugural Customer Experience Index in 2015 showed that many brands provided poor to mediocre CX. Our 2016 survey of Indian consumers provides the latest in-depth view of the CX quality that 72 brands in India deliver. CX pros at firms in India can use this to discover which industries and companies are providing the best CX in India and how to improve the CX their firms deliver.

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