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    India CX Report'25: Consumer Durables

    Appliances have evolved beyond functionality. They now embody the essence of smart living

    India CX Report'25: Consumer Durables

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    Customer retention is low for large appliances, with 43 percent switchers seeking newer aspects and better deals

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    Effective customer support and fostering trust in the brand are essential for building loyalty in the durable goods sector

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    Product quality and swift complaint resolution play a crucial role in shaping a customer's willingness to pay

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    The segment is meeting only 79 percent of the customer’s experience requirement with low performance across ‘Personalisation’ pillar

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    Customer stickiness is driven by trusted and reliable operations, translating into justified price-point, prompt support and preserved brand image

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    Customers are facing friction during assessment if the category is highly dependent on technical parameters vs functionality

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    52 percent customers put more emphasis on POS (point-of-sale) experience. Warranties are a key differentiator, while online product testing remains a critical customer need

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    Seamless ownership and trust drives premiumisation for small appliances

    Large Appliances

    Findings across electrical and electronic durables with limited portability and infrequent purchase cycle
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    Large Appliances

    Small Appliances

    Findings across electrical and electronic durables with high portability and frequent purchase cycles
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    Small Appliances
    Consumer durable brands must prioritise personalisation through technology. By leveraging data-driven insights, brands can tailor their offerings to meet individual customer preferences and build stronger emotional connections. Additionally, brands must focus on creating seamless omnichannel journeys, integrating physical and digital touchpoints to ensure a cohesive customer experience. This holistic approach builds trust and loyalty across multiple channels. By fostering long-term customer relationships and ensuring consistent engagement, brands can transform one-time transactions into recurring revenues, bolstering sustainable growth in the market.

    Nikhil Sethi

    National Leader Consumer Goods and Co-Lead Customer & Operations

    Nikhil Sethi

    Key Contact

    Nikhil Sethi
    Nikhil Sethi

    National Leader Consumer Goods and Co-Lead Customer & Operations

    KPMG in India

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