In a consumer study conducted by research firm Red Seer Consulting, Flipkart retains its position as the most trusts e-commerce brand in India in terms of accuracy in delivery and customer support fourth time in a row.
Riding on the strength of its own supply chain unit – Ekart, Flipkart clocked the shortest average delivery time, not just in the metros, but also across Tier 1 & 2 cities. A well-oiled backend has helped the company ensure quicker and hassle-free delivery, and has added to Flipkart’s overall performance metrics.
The E-tailing Leadership Index (ELI) conducts a comprehensive assessment into how consumers in India view and interact with e-tailing brands. The study findings were based on 7500 consumer interviews across 30 Indian cities on several parameters including brand recall and trust, value, product variety and availability, ease of return, web and app experience, price competitiveness, delivery, overall NPS etc.
Over the years, Flipkart has significantly grown the ecommerce market in India through applied innovations that revolve around solving customer-centric problems—making online shopping more seamless, accessible and affordable for Indians. In the past, Flipkart has brought in disruptions like cash on delivery, easy returns, same day delivery and instant refunds, that have paved the way for the e-commerce market in India. More recently, the company has pioneered the way for affordability by introducing first-of-its-kind services like No cost EMI, and Product Exchange for customers. These innovations have continued to resonate well amongst customers in India, who are highly sensitive to changes.
In 2016, Flipkart’s flagship sale, the Big Billion Days, broke new grounds as the de facto brand for festive shopping in India, transcending the e-commerce market to new levels, bringing customers not only from metros but smaller towns.