Akosha
Consumer Awareness
Akosha Touches Over 60,000
Consumers
Presents
Trend Analysis of Consumer Complaints and Problem Sectors
Mumbai, September 27, 2012: Akosha, an online
consumer dispute resolution forum has recently touched over 60,000 registered
consumer complaints on its website in the short span of over a year, firmly
establishing itself as a committed initiative in the field of consumer welfare.
“Akosha is
committed towards ensuring a better brand-consumer ecosystem in the country and
enhancing holistic consumer welfare. Furthering this cause, we have collated complaint
data across various sectors to come up with a trend analysis which gives a fair
idea of the sector wise consumer dynamics in the country,” said Ankur Singla, Founder & CEO, Akosha.
The table below, compiled by Akosha, shows the top sectors in
terms of the number of complaints received for each, an average of the amount
that is usually disputed in such complaints and the resolution rate based on
the operations feedback at Akosha.
Top
Sectors
|
%
Breakup Of Complaints In Last One Year
|
Average
Disputed Amount
|
Resolution
Rate
|
Online
E-Commerce
|
19.20%
|
Rs. 20,000
|
69%
|
Telecom
|
17.93%
|
Rs. 6800
|
42%
|
Appliances/White
Goods
|
10.38%
|
Rs. 32000
|
59%
|
Mobile
Phones
|
8.72%
|
Rs. 13,500
|
67%
|
Banking/Finance
|
7.98%
|
Rs. 40,000
|
24%
|
Automobiles
|
7.42%
|
Rs. 84,000
|
28%
|
Computers/Laptops
|
3.36%
|
Rs. 30,000
|
58%
|
Note
that the above analysis is limited to the complaint data available with Akosha
based on the number of complaints registered with it in last one year.
This
table is an approximate overview of how things play out in consumer dispute
scenarios in various sectors. The percentage of complaints originating in any sector
is the best criteria to judge that sector’s consumer efficiency. However,
holistically, in the current market dynamics, resolution rate is an equally
important parameter based on which consumer friendliness of each sector can be
judged.
E-commerce
evidently tops the problematic sectors but is somewhat redeemed by a relatively
high resolution rate. A product wise analysis indicates that “deficiency in
delivery” is an issue which is most often a source of complaint for this sector
(over 3000 complaints in one year), closely followed by payment issues.
Telecom
is predictably a close second with over 17% of the total complaints originating
from this sector. Prepaid connection related issues dominate the complaint
scene in this particular sector (over 4000 complaints last year). Resolution
rate is decent but not enough, given the fact that this is one of those sectors
that constitute a necessity for most of the consumers.
As
far this data set is concerned, the mobile phone sector is clearly the winner
with highest resolution rate and low % of originating complaints, indicating
that the mobile manufacturing industry in the country is by far the most receptive
one towards consumer concerns. Though even in this sector, servicing issues are
an area of concern and lead to the maximum number of complaints.
White
Goods and computer appliances are also pretty close, clearly indicating that
these sectors are slowly opening up to a more consumer friendly world. Based on
this particular data analysis, in appliances sector, household items like
air-conditioner and refrigerator are most likely to be cause of consumer complaint
(around 1200 complaints in one year).
Banking
and finance continues to remain a remarkably closed sector and is a clear point
of concern with high average disputed amount and a shockingly low resolution
rate. What is significant is the even distribution of most complaints between
ATM and credit card transactions, clearly the two most problematic areas in
banking sector.
Says
Avinash Vankadaru, Operations Manager at Akosha, “The varying resolution rate in various sectors is a reflection of how
far each sector has come when it comes to consumer satisfaction, at least in
our experience”
This
trend report is clearly a small chunk of the larger whole and the data used for
this analysis is merely representative of the scale and diversity of consumer
issues in the country. However, this trend analysis is sufficient to draw some
broad conclusion with respect to the Indian consumers. Apart from the sector
specific concerns discussed above, this analysis clearly shows that even though
things are looking up at least in certain sectors, there is still a long way to
go before we can achieve the aspiration of a truly consumer friendly world.
About
Akosha: Akosha is a New Delhi based consumer help website which
helps consumers and brands in resolving consumer complaints quickly. Akosha
takes over the hassle of complaints from the customer and helps him get rid of
the head ache. Akosha representatives reach out to the company officials and
try to get the complaint resolved quickly. You can see its success stories at
http://www.akosha.com/latesttestimonials.html.
More details are available at www.akosha.com
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