India –May 24, 2024: A new survey by Kapture CX, a leader in customer experience solutions, reveals that poor customer service is the top concern for kitchen appliance buyers, with a staggering 51% reporting dissatisfaction in this area.
“When a kitchen appliance breaks down, it can significantly disrupt daily routines,” said Gaurav Juneja, Chief Revenue Officer of Kapture CX. “Our survey highlights the need for consumer durable brands to prioritize exceptional customer service to ensure a smooth and positive experience for their customers.”
Key Findings:
- Over half (51%) of buyers rank poor customer service as their biggest pain point with kitchen appliances. This highlights a critical area for improvement within the consumer durables industry.
- Limited repair availability is another major concern, with 29% of respondents reporting frustration. A lack of readily available repairs can significantly extend downtime and inconvenience customers.
- Hidden fees (10%) and a lack of self-serve options (10%) are additional frustrations for appliance buyers. Transparent pricing and user-friendly support channels are essential for building trust and customer satisfaction.
The Path to a Better Customer Experience
The Kapture CX survey underscores the importance of prioritizing customer experience in the kitchen appliance industry. The report recommends that brands leverage:
- AI-powered chatbots: These can provide immediate support, answer basic questions, and streamline the customer service experience.
- Predictive analytics: This technology can help anticipate customer needs and proactively address potential issues.
- Transparent pricing: Clear and upfront pricing builds trust and avoids customer frustration over hidden fees.
- User-friendly self-serve options: Online knowledge bases, FAQs, and troubleshooting guides empower customers to resolve minor issues independently.
By implementing these recommendations, kitchen appliance brands can create a more customer-centric approach, leading to increased satisfaction and loyalty.
About Kapture CX
Kapture is an enterprise-grade AI powered Omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.
Author
Navneet Kaur
Manager- Marketing
