According to a research on Tuesday, a considerable portion of Indian online shoppers are concerned about the potential for data breaches.
According to the EY Future Consumer Index (FCI) research, which is based on responses from 1,000 Indian participants in a global survey, 77% of Indian customers are extremely concerned about the risk of data breaches when they shop online. Roughly 73% of respondents expressed concern over the disclosure of their personal information.
Compared to just 30% of consumers worldwide, a staggering 62% of Indian consumers claimed that their online purchases were impacted by AI recommendations.
Additionally, 78% of consumers prefer to shop on websites that offer live customer care when they shop online, according to the survey.
Up to 61% of respondents said they would prefer to discuss personal information with a human being as opposed to using automated procedures.
Retailers need to be aware of how today’s consumers are changing in order to engage with them. Retailers must act now to meet the demands of increasingly sophisticated consumers who are empowered to demand fair value for their money.
“The human touch through genuine, trustworthy connections and engagement is becoming more important than ever before, even though Indian consumers are putting a lot of faith in artificial intelligence and other technologies,” stated Angshuman Bhattacharya, partner and national leader of EY Parthenon’s consumer product and retail sector.
“Data is king for consumer products companies and brands, but retailers must ensure transparency in their data usage policies and make it easier for customers to opt out if they would rather keep their data private,” he continued.
Additionally, the study revealed that compared to 27% of customers worldwide, 60% of Indian consumers believe influencer-recommended products to be extremely trustworthy.
84% of Indian shoppers have made purchases just on the basis of an influencer’s endorsement or advice.
Discounts and special offers are tangible advantages that are propelling online shopping’s growth in India.
While only 41% of consumers worldwide feel this way, almost 75% of consumers said they prefer to purchase online and only visit establishments that offer an amazing experience.
In India, 51% of consumers downloaded a retail app in the last six months, compared to 31% worldwide.
However, the survey also indicated that problems with processing refunds (19%), defective products (21%), and poor customer service (20%) are some areas of worry.
