Koovs, Amazon, Paytm leave Flipkart behind in customer experience: Survey

Fashion vertical portal Koovs.com has beaten industry giants Amazon, Flipkart and Paytm to emerge as the platform offering the best customer experience, according to a survey by Forrester.

Flipkart was left lagging at seventh position behind the Group’s own sites Myntra and Jabong and even Snapdeal, which has been struggling to regain marketshare.“Koovs made large strides in all three areas,” said Amit Bhatia, senior analyst for customer experience at Forrester and the author of the report.

The company surveyed over 9000 online consumers from metro cities in India. Flipkart, however, has refuted the survey findings, calling it ‘misleading.’ “The survey does not reflect ground realities as it is based on a narrow sample size from metropolitan cities only,” the company said.

Amazon India also said the survey should expand its base beyond the top cities. Jabong climbed to number 3 from the sixth place in last year’s rankings. It was followed by Paytm, Myntra and Snapdeal. Only Koovs and Amazon had an ‘Excellent’ score, while the rest fell in the ‘Good’ bracket.s only,” the company said.

URL Link-https://retail.economictimes.indiatimes.com/news/e-commerce/e-tailing/koovs-amazon-paytm-leave-flipkart-behind-in-customer-experience-survey/61734689

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