Limited repair availability was noted by 29 per cent of buyers with hidden fees and lack of self-serve options each cited by 10 per cent in the consumer durables sector
Brands in the consumer durables sector must continuously enhance their systems to address consumer complaints swiftly and efficiently. However, this is not always the case as highlighted by an online survey conducted by Kapture CX.
The survey results indicated that 51 per cent of respondents identified poor customer service as the primary issue with kitchen appliances. Limited repair availability was noted by 29 per cent of participants, while hidden fees and the lack of self-serve options were each mentioned by 10 per cent.
“In this increasingly competitive market, companies risk losing customers, business and growth by not investing in a good customer service platform. Such platforms should be able to deliver seamless, personalized and efficient customer experiences across various touchpoints,” said Gaurav Juneja, chief revenue officer (CRO), of Kapture CX. “Brands can not only differentiate themselves by doing so, they can avoid damaging their reputation too. Customer expectations are only increasing every day; keeping up with them requires a formidable strategy.”
The fact that over half of the respondents expressed dissatisfaction with customer service underscores the need for enterprises to elevate their efforts in delivering a consistent, contextual and delightful customer experience (CX). This is particularly important in the consumer durables sector, where appliances are prone to damage or malfunction due to wear and tear, frequent power outages, improper usage or inherent manufacturing defects.
