Business

Indian Consumers Spent More Than 15 Billion Hours in 2024 Waiting to File Complaints: Report

Published

1 year ago

March 26, 2025

According to the ServiceNow Customer Experience report, Indian consumers dedicated over 15 billion hours in the past year waiting to file customer service complaints. The report examined the growing discrepancy between heightened customer expectations and the actual delivery of services. It included responses from 5,000 Indian consumers and 204 customer service representatives in India.

The analysis revealed that around 80% of Indian consumers depend on AI chatbots for crucial tasks like checking complaint statuses and receiving product recommendations.

Despite this reliance on technology, these consumers are still spending an astonishing 15 billion hours on hold annually.
“For businesses looking to bridge the gap in customer service and respond to increasing demands for speed, personalization, and efficiency, there is a vital choice to consider: adopt AI-driven solutions or risk losing customer loyalty,” stated Sumeet Mathur, Senior Vice President & Managing Director of ServiceNow India.

Although the use of AI agents and chatbots is becoming more commonplace, they have not notably reduced waiting times in customer service.
“While there has been some progress — with the average Indian consumer spending 3.2 hours less waiting for a resolution compared to the previous year — a significant gap persists between what customers expect and what they receive. This highlights the disconnect arising from fragmented systems and limited insight into the customer journey, contributing to ongoing customer dissatisfaction,” the report noted.

The findings indicated that 39% of consumers experience being put on hold, 36% are frequently transferred between agents, and 34% feel that companies intentionally complicate the complaint process.

Additionally, consumer tolerance is diminishing, with 89% of Indian consumers willing to change brands due to inefficient service. Furthermore, 84% of consumers stated they would leave a negative review online or on social media after a disappointing service experience.

Business

Opendoor Shuts Down India Operations, 250 Employees Affected

Published

1 week ago

June 11, 2026

Namma Kudla

Business: US-based real estate technology company Opendoor has decided to close its operations in India. The move will impact nearly 250 employees.

CEO Kaz Nejatian said the company is bringing operational roles closer to its customers in the United States. He explained that most of Opendoor’s customers are based in America.

The company said the decision is not related to the performance of its India team. Nejatian praised the employees for their hard work and contributions.

Affected workers will receive severance pay, job placement support, and other assistance. A small number of employees will stay temporarily to help with the transition.

Opendoor said it will continue focusing on simplifying operations and improving efficiency with new technology and AI.

Business

Domestic LPG Cylinder Price Increased by Rs 29

Published

2 weeks ago

June 7, 2026

Namma Kudla

New Delhi: The price of domestic LPG cooking gas cylinders has been increased by Rs 29 across India. This is the second price hike in the last three months.

The increase comes as global energy prices continue to rise due to the ongoing conflict in the Middle East.

After the revision, a domestic LPG cylinder now costs Rs 942 in Delhi, Rs 941.40 in Mumbai, Rs 968 in Kolkata, and Rs 957.50 in Chennai. In Bengaluru, the new price is Rs 944.50 per cylinder.

The government said the cost of supplying LPG has increased significantly. However, subsidies under the Pradhan Mantri Ujjwala Yojana continue to help over 10 crore beneficiaries.

Petrol, diesel, and CNG prices have also increased in recent weeks as global fuel markets remain volatile.

Business

Honda Begins Delivery of 2026 City Hybrid

Published

2 weeks ago

June 3, 2026

Namma Kudla

Business: Honda Cars India has started delivering the new 2026 Honda City Hybrid to customers. The first car was handed over at a dealership in Bengaluru.

Honda President and CEO Takashi Nakajima attended the special delivery event. Other senior company officials were also present.

The first customer received a Crystal Black Pearl Honda City Hybrid. The car was delivered with a symbolic key and a gift hamper.

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The updated City comes with new features such as ventilated front seats and a 360-degree camera. It also offers wireless Apple CarPlay, Android Auto, and a sunroof.

The sedan is available with petrol and strong-hybrid powertrain options. Honda claims the hybrid version delivers a mileage of 27.26 kmpl.

The Honda City competes with the Volkswagen Virtus, Skoda Slavia, and Hyundai Verna in India.