The current pandemic has forced everyone to adapt to the new norm of work from home. With the increasing demand for digital entertainment and high-speed connectivity, many tech companies have seen an increase in their profits and increased customers.
According to sources, Jio, Airtel, Apple, and Netflix topped the customer experience charts this year in India.
When speaking about telecom and network providers, Jio raked the number one spot with Airtel being a close second. Both the telecom providers offered higher levels of engagement with their customer base when compared with other operators. Both the telecoms have offered various benefits for their customers and have remained faithful to their promises. These two’ customer support and connectivity features will most likely prompt their customers to stay loyal to them. Also, the migration of consumers from other brands to the two telecoms has increased.
Apple is the world’s largest smartphone brand, but the company was not at the top of the food chain in the Indian smartphone market. The Indian market was primarily dominated by the Chinese tech giant Xiaomi; however, the smartphone market is dominated by Apple.
But Xiaomi is still the second most valuable smartphone brand in the Indian market, with OnePlus and Samsung coming in the third position.
In terms of satellite service providers, Tata Sky leads the customer experience ratings. The digital streaming segment is lead by Netflix with higher customer experience ratings; Amazon prime came at the second spot.
Soumya Mohanty, chief client officer of Kantar, stated that “As network services providers, hand-held device brands and streaming media providers, all will leverage customer data to build personalized journeys. CX and owning the relationship with the end-user will become increasingly important. As people depend on digital services during a pandemic, more customer support issues will crop up, which needs to be effectively dealt with to maintain brand loyalty. The streaming landscape has witnessed immense fragmentation with new video platforms being launched; therefore, Netflix and Amazon Prime have to up their game to retain users”.
The increase in customer experience ratings is a good thing considering the rise in digital demand due to the pandemic. However, the competition in various digital fields, especially in digital streaming, the game is increasing.
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