Indian consumers spent over 15 billion hours in 2024 waiting to lodge complaints: Report

Indian consumers spent over 15 billion hours last year waiting to lodge customer service complaints, said a ServiceNow Customer Experience report.

- STATESMAN NEWS SERVICE

The report analysed the widening gap between rising customer expectations and the reality of service delivery. It surveyed 5,000 Indian consumers and 204 Indian customer service agents.

It highlighted that as many as 80 per cent of Indian consumers now rely on AI chatbots for essential services like checking complaint statuses and product recommendations.

Yet, these same consumers collectively spend an astounding 15 billion hours on hold each year.