Out of 96 percent of online consumers 56 percent faced post purchase problems in Jaipur’ Reveals survey on ‘Digital consumer satisfaction’ by CUTS

Jaipur, March 15, 2018

96 percent consumers made an online purchase at least once in their lifetime amongst all the consumers aware of the online platforms in Jaipur. Out of those 70 persent consumers find online shopping safe, yet 63 percent prefer cash on delivery. 56 percent online consumers faced problem post purchase. Findings of the survey on ‘Digital Consumer Satisfaction’ conducted by CUTS International were released on ‘World Consumer Rights Day 2018’ observed by the organisation in Jaipur. This year the day was observed worldwide on the theme ‘Making Digital Marketplaces More Fairer’.

“We live in a country where 65 percent of GDP comes through selling the services which makes the consumer a king in a true sense but nowadays living in the world of gadgets, ‘Digitisation’ has taken over our subconscious.’’ Said Mugdha Sinha Secretary Consumer Affairs, food and civil supplies Govt. of India, while addressing the event as the chief guest. She appealed for ‘Minimum Government and Maximum Governance’ through doorstep delivery of goods, services and knowledge to the consumer. She also assured an effective and efficient role of government as a facilitator and enabler which makes a bridge between the government and the consumer.

“Data is the new oil today” Said Mr Pradeep S Mehta General Secretary, CUTS International in his address as the chair for the event. He further stated that India is a unique country where the consumer day is observed twice in a year on March 15 as World Consumer Rights Day and on December 24 as National Consumer Day and despite the state of Indian consumer is not as nice as expected. He further pointed out that ‘Consumer Protection’ was a subject even in Twenty Point Programme initiated by then Indira Gandhi government and it still remains a big challenge especially in two aspects i.e. trustworthiness of e-platforms and determining their accountability towards consumers.

“India is one of the fastest growing e-commerce markets worldwide” said George Cheriyan while delivering his opening address at the event. He further stated that in 2016, an estimated 1.61 billion people worldwide purchased goods online. In 2016, global e-commerce sales amounted to 1.9 trillion US dollars and projections show a growth of up to 4.48 trillion dollars to 2021.In Indian scenario it amounted 20.05 billion dollars in 2017. Therefore safe and secure access to the internet is needed to increase the trustworthiness of the online platforms and the interest of the consumers. Manish Lodha Joint Advisor TRAI threw light upon the enhanced role of TRAI as e-commerce is moreover shifting to mobile commerce in India. Further a panel discussion moderated by Bipul Chatterjee Executive Director CUTS, was conducted in the second session of the event. More than 70 representatives participated in the event.

For more information, please contact:
Dharmendra Chaturvedi (94142 02868), Satyapal Singh (94602 91906)
CUTS Center for Consumer Action, Research & Training (CUTS- CART)
D- 217, Bhaskar Marg, Banipark, Jaipur- 302016
Ph.: 0141& 4015395] 2282821; Fax: 0141& 2282485