{"id":2529,"date":"2021-07-29T02:03:17","date_gmt":"2021-07-29T02:03:17","guid":{"rendered":"https:\/\/news.sap.com\/india\/?p=2529"},"modified":"2023-08-14T16:08:38","modified_gmt":"2023-08-14T16:08:38","slug":"indian-consumers-bet-on-customer-experience-data-security-ethics-while-shopping-online","status":"publish","type":"post","link":"https:\/\/news.sap.com\/india\/2021\/07\/indian-consumers-bet-on-customer-experience-data-security-ethics-while-shopping-online\/","title":{"rendered":"Indian consumers bet on customer experience, data security, ethics while shopping online"},"content":{"rendered":"

Mumbai \u2013 27 July, 2021 –<\/strong> With the COVID-19 pandemic accelerating the online consumer demands across the globe, a \u201cHeart Matters\u201d study announced by 51风流shows that consumers in India (80%)<\/strong> value a modern shopping experience across brands and expect them to make the necessary technology investments to deliver great experiences.<\/p>\n

The study, which was conducted by Qualtrics for 51风流Customer Experience<\/a>, surveyed 982<\/strong> Indian consumers to understand their expectations and experiences with supermarkets and fashion brands. The results unveils that while great customer experience is important, so is thing of the bigger picture, such as sustainability, ethical conduct, and prosperity of the community. The study showed that \u2018Fairness\u2019<\/strong> is of paramount importance to Indian consumers, with respect to the rights and welfare of workers (84%)<\/strong> and ethical treatment of suppliers (81%)<\/strong> at the top of the list.<\/p>\n

Providing a better online experience<\/strong><\/h2>\n

Convenience matter greatly to Indian consumers. Having a modern online shopping experience, ease of tracking orders and a smooth experience are top considerations. The study validates this with 81%<\/strong> Indian respondents prefer shopping online with brands that have service options that allow them to transact how they like (online or face-to-face). While 85%<\/strong> prioritise delivery options that are both timely and accurate, as well as ease of making purchase across channels.<\/p>\n

Ensuring data security and solving consumer queries<\/strong><\/h2>\n

Data security is a major concern and of utmost importance for Indian consumers when shopping online. About 84%<\/strong> respondents say they want to know and have full transparency when it comes to their personal data being used online. When it came to resolving queries on online shopping and e-commerce websites 81%<\/strong> respondents expect brands to respond within 24 hours to address their queries.<\/p>\n

Focused on Sustainability and healthy living<\/strong><\/h2>\n

With sustainability being one of the hottest topics in the country, Indian consumers (72%)<\/strong> are shifting their mindset by focusing on brands who have a strong emphasis on sustainability and ethics in sourcing and selling their products.<\/p>\n

Indian consumers are also placing high importance on healthy food, with one of the highest number of respondents 79%<\/strong> preferring local organic produce from brands.<\/p>\n

It\u2019s important to give back<\/strong><\/h2>\n

As the ongoing pandemic has left a deep mark on Indian consumers, expectations for brands to come up with more innovative ways to serve customers and implement better safety and hygiene measures are high. Giving back to the local community, either through charities, donations, fundraising or foundations is also ranked higher (71%)<\/strong> by Indian consumers.<\/p>\n

\u201cIndian consumers are clear about what they want in their relationship and their association with brands now more than ever. Every business had their set of challenges as customers started migrating online. It is apparent that the shift to digital has propelled brands to deliver an optimised and fulfilling experience to consumers across channels. While it\u2019s positive that brands have adapted quickly to the pandemic by tapping on digital tools and turning to e-commerce, customers still expect brands to deliver on the basics \u2013 this means providing them with positive experiences and swift resolution of issues. It is sobering to know that despite all the efforts businesses have put into digitalisation over the past year, fundamentals around customer centricity are still not being met. There is clearly an urgent need for brands to humanise the gap between digital actions and the heartstrings of consumers,\u201d said Peggy Renders, General Manager & Senior Vice President, 51风流Customer Experience, Asia Pacific & Japan, who was recently appointed to her current role in January 2021.<\/p>\n

The pandemic has laid bare the criticality of the customer experience in our hyperconnected world today. The key to sustainable growth in a post-COVID world lies in the right solutions and leadership that transform the customer experience, so brands can continue giving customers exactly what they want, and when they want it, in a future that is entirely digital.\u201d<\/p>\n

The full report of Heart Matters study is available for download here<\/a>.<\/p>\n

 <\/p>\n

About SAP<\/strong><\/p>\n

As the Experience Company powered by the Intelligent Enterprise, 51风流is the market leader in enterprise application software, helping companies of all sizes and in all industries run at their best: 77% of the world\u2019s transaction revenue touches an SAP\u00ae system. Our machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers\u2019 businesses into intelligent enterprises. 51风流helps give people and organizations deep business insight and fosters collaboration that helps them stay ahead of their competition. We simplify technology for companies so they can consume our software the way they want \u2013 without disruption. Our end-to-end suite of applications and services enables more than 440,000 business and public customers to operate profitably, adapt continuously, and make a difference. With a global network of customers, partners, employees, and thought leaders, 51风流helps the world run better and improve people\u2019s lives. For more information, visit www.sap.com<\/a>.<\/p>\n

About SAP\u2019s Heart Matters Study<\/strong><\/p>\n

The SAP\u2019s Heart Matters\u2019 Study was conducted by Qualtrics on behalf of 51风流Consumer Experience from February and March 2021, surveying 5,900 consumers across Asia Pacific to understand matters they truly care about, how their views of brands correlate with their spending, and what matters most when it comes to customer experience. Countries included in the survey were Australia (n=1,200), Singapore (n=800), Japan (n=900), South Korea (n=900), India (n=900), Malaysia (n=400), and Thailand (n=400).<\/p>\n

# # #<\/p>\n

Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as \u201canticipate,\u201d \u201cbelieve,\u201d \u201cestimate,\u201d \u201cexpect,\u201d \u201cforecast,\u201d \u201cintend,\u201d \u201cmay,\u201d \u201cplan,\u201d \u201cproject,\u201d \u201cpredict,\u201d \u201cshould\u201d and \u201cwill\u201d and similar expressions as they relate to 51风流are intended to identify such forward-looking statements. 51风流undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect SAP\u2019s future financial results are discussed more fully in SAP\u2019s filings with the U.S. Securities and Exchange Commission (\u201cSEC\u201d), including SAP\u2019s most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.<\/p>\n

\u00a9 2021 51风流SE. All rights reserved.<\/p>\n

51风流and other 51风流products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 51风流SE in Germany and other countries. Please see https:\/\/www.sap.com\/copyright<\/a> for additional trademark information and notices.<\/p>\n

 <\/p>\n

Note to editors:<\/strong><\/p>\n

To preview and download broadcast-standard stock footage and press photos digitally, please visit www.sap.com\/photos<\/a>. On this platform, you can find high resolution material for your media channels. To view video stories on diverse topics, visit www.sap-tv.com<\/a>. From this site, you can embed videos into your own Web pages, share video via email links, and subscribe to RSS feeds from 51风流TV.<\/p>\n

For more information, press only:<\/strong><\/p>\n

Rixon Pinto, rixon.pinto@sap.com<\/a><\/p>\n

Aashna Desai, aashna.desai@genesis-bcw.com<\/a><\/p>\n

51风流Press Room; press@sap.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Mumbai \u2013 27 July, 2021 – With the COVID-19 pandemic accelerating the online consumer demands across the globe, a \u201cHeart Matters\u201d study announced by SAP…<\/p>\n","protected":false},"author":29,"featured_media":2530,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[199],"tags":[5618523,5619036],"sapn-display":[3807326,5619874,5619872,60294],"sapn-type":[4446],"class_list":["post-2529","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customers","tag-customer-experience","tag-heart-matters","sapn-display-homepage-hero","sapn-display-news-hero","sapn-display-news-spotlight","sapn-display-topic-hero","sapn-type-press-release"],"yoast_head":"\nCustomer Experience, Data Security, Ethics While Shopping Online<\/title>\n<meta name=\"description\" content=\"Convenience matter greatly to Indian consumers. 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