Weekly Insights on Indian Consumer Internet Industry

Press Release | 24th April, 2018

E-tailing: While purchasing experience is satisfactory, delivery and post-delivery experience (esp. customer support) needs improvement

The Indian e-tailing consumers are quite satisfied with the purchase experience and we have seen this improve over time. However, the post-purchase experience comprising of delivery, returns, customer support and refund days still remains an area of concern. The e-tailers are thus continuously investing in expanding their supply chain capabilities and reach to improve the post delivery consumer experience.

Indian e-tailing consumers

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OTA/Hotel Aggregators: Hotel Aggregators have higher NPS than OTAs in Tier 1 cities

The hotel aggregators have higher consumer NPS than OTAs in Tier 1 cities while it is the other way around in Metros. This may be largely due to the presence of large hotel chains and comparatively standardized offerings in the metros. The hotels in Tier 1 cities are less standardized and hence the hotel aggregators who take up the complete operations of the hotels are able to provide better consumer experience.

Hotel Aggregators

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Food-tech: Individual consumers on an average spend INR 2100 monthly on restaurants

Consumers on an average spend INR 2100 per month on restaurants. The spend is higher in metros with Mumbai and Kolkata leading the table. Dine-in is the most preferred medium followed by delivery with the spend on taking away being the least.

With the growing online penetration consumers are getting comfortable with the online services. And hence we expect the online food delivery apps to take up more and more share of the delivery spend of consumers.


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Onlne Mobility: Online cab aggregators see monthly auto rides grow 5X in one year

The online cab aggregators witnessed a sharp increase in monthly auto rides in 2017. The number of monthly auto rides which was 2-3 mn in March 2016 grew to 14-16 mn in March 2017. Seeing such a steady growth now even Uber has got into this segment and is trying to lure customers with flat Rs. 25 for first four kms. We expect this category to grow further as consumers are rapidly adopting it seeing the value.

Online cab aggregators

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