2022年12月5日,

研究发现,更好的安全性,数据隐私,和客户支持给银行电子支付应用更高的客户忠诚度而非银行类数字支付应用程序。品牌参与这项研究包括亚马逊支付,BHIM, Axis银行Freecharge谷歌支付,Jio钱包,MobiKwik, Paytm, HDFC银行PayZapp PhonePe, ICICI银行的口袋,和WhatsApp支付更新:2022年12月05 59点ICICI银行的电子钱包,口袋,名列榜首的数字支付品牌在印度,其次是HDFC银行PayZapp和谷歌支付,根据他们的净推荐值(NPS),衡量品牌感知和客户体验和被认为是业务增长的预测指标。DigiPay线索(客户体验得分)2022年的一项联合研究印度消费者数据提供者商业同业公会研究观察到显著的品牌定位在最近一段时间的变化,与一些开创性的“品牌反映了倾斜超过2021”,这周一在一份新闻稿中说。研究发现,更好的安全性,数据隐私,和客户支持给银行电子支付应用客户忠诚度高于非银行数字支付应用。尽管创Z和千禧一代更频繁的数字付款应用程序的用户,他们的职业忠诚度有所降低。和74%的客户,使用数字支付服务,他说他们停止使用一个品牌,因为糟糕的用户体验。然而,NPS分数整体行业保持不变比2021年34。口袋和PayZapp宣传由于更高更好的看法。例如,重要发现积极的客户体验,调查显示,由数据隐私等方面引导,信任,易于处理和解决时间。数据隐私相关的故事,信任,和客户支持客户的首要任务是在增加数字支付欺诈的事件。 Commenting on the study, Piyali Chatterjee, national head of customer experience at Hansa Research, says, "Brand awareness, perceptions, and experiences are central to business growth, and organisations that are effective in creating brand awareness are at an advantage in a fiercely competitive landscape.” Both consumer perception and experience are critical in determining NPS and long-term loyalty. “With 74% of digital payment service users in our study claiming that they have stopped using a digital mobile wallet/ UPI app in the past due to poor experiences, such as server issues, transaction failures, fraud, and so on, it is critical that these brands prioritize closing these customer experience gaps. Seamless customer support will be vital since 10% of the customers who reached out for a problem claim their problems remain unresolved." Paytm, Google Pay, and PhonePe lead in brand awareness; however, “they rank lower on consumer sentiment in terms of perceptions and first-hand experiences from end-to-end interactions,” the survey said. The study also finds that Gen Z and millennials are less loyal than their older counterparts, with 76 per cent claiming they have stopped using a digital payment brand due to a poor experience, compared to 65 per cent of Gen X customers. It said they also have higher expectations on aspects such as 'speed' while transacting and receiving transaction notifications. The Survey The survey covered more than 3000 digital payment users across more than 10 digital payments brands in 20 cities. The respondents were in the age group of 18-35 years (83 per cent) and 35 years 17 per cent). Gender-wise, 70 per cent were males, and 30 per cent were females). Brands that participated in the study included Amazon Pay, BHIM, Axis Bank’s Freecharge, Google Pay, Jio Wallet, MobiKwik, Paytm, HDFC Bank’s PayZapp, PhonePe, ICICI Bank’s Pockets, and WhatsApp Payments.