With the results for awards for the worst product and services for 2010 being announced by the Consumer Guidance Society of India (CGSI) early this month, the winners of these awards with a difference are wishing for a trophy with a difference as well.
With the results for awards for the worst product and services for 2010 being announced by the Consumer Guidance Society of India (CGSI) early this month, the winners of these awards with a difference are wishing for a trophy with a difference as well.
The winning companies have now approached the CGSI to get a database of the votes gathered by the organisation on the basis of which the results were declared as their trophy to probe into what went wrong with their product and services.
The intention is not to pull up those who pulled these companies down but to get in touch with those who voted against them to understand their grievances and improvise for better results next year. “The process of going on the field and gathering such a database can be very time and money consuming. Therefore it’s convenient for these companies to gather readymade database of unhappy customers,” said Dr MS Kamath, member, CGSI.
The unlucky winners for the worst product, Samsung and for worst services, Airtel, however, will have to wait for a while to get their desired trophy, considering the confidentiality issues involved. “It is essential to confirm if the consumers wish to speak with the company before passing their details,” added Dr Kamath.
Mails and smses will be sent to voters who need to reply within seven days. “If they reply in a negative, we shall hold back their details but if they don’t reply in a week we will assume they don’t object to their details being released,” said Dr Kamath.
A consumer, on condition of anonymity, narrated how after paying installments for a loan of Rs4.9 lakh from ICICI for 3 years, there was a year’s gap due to her BMC-employed husband’s sickness. Consequently, the bank slapped a fine of Rs6 lakh which was finally settled at Rs4.35 lakh after CGSI’s intervention.
“An organisation acting as a bridge between us and the company is often fruitful,” she concluded.
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