India CX Report'25: Metals and Mining

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Longs �� wires
Longs - TMT Bars
Flats �� hot and cold rolled sheets

support_agent

50 per cent of customers emphasise the during purchase stage in defining their overall experience in this segment

local_shipping

The segment is performing well on prioritised experience attributes such as �� trust, value for money, reliable delivery experience

auto_graph

High performance of the segment across prioritised experience attributes can be mapped to high customer retention with 49 per cent ambassadors

support_agent

55 per cent of customers emphasise the pre-purchase stage in defining their overall experience in this segment

account_balance_wallet

The segment is performing well on prioritised experience attributes such as trust, value for money, range of offerings

hotel_class

High performance of the segment across prioritised experience attributes can be mapped to high customer retention with 63 per cent ambassadors

key

The key attributes driving both ambassadors and switchers are ‘Trust�� and ‘Availability of offerings��

support_agent

51 per cent of customers emphasise the purchase stage in defining their overall experience in this segment

account_balance_wallet

Good performance in the purchase journey, with an overall average rating of 4.13 (out of 5) across the pre-, during-, and post-purchase touchpoints

hotel_class

However, the segment is underperforming on prioritised experience attributes such as �� value for money, range of offerings, service experience

key

Low performance of the segment across prioritised experience attributes can be mapped to low customer retention with 42 per cent switchers

groups

Customers prioritise the ‘Expectation�� pillar however, their willingness to pay a premium is higher for the ‘Empathy�� pillar

India CX Report'25: Longs - Wires

Findings across the sale of steel wires known for their strength, durability, and flexibility in applications ranging from construction to manufacturing

India CX Report'25: Longs - TMT bars

Findings across the sale of Thermo-Mechanically Treated (TMT) bars that are used in construction, known for their superior tensile strength, durability, and resistance to seismic activities

India CX Report'25: Flats - Hot and cold rolled sheets

Findings across the sale of hot and cold rolled sheets of steel used in various applications, offering different surface finishes and mechanical properties

Metals�� majors are giving greater relevance to customer experience across all the three stages �� pre purchase, purchase and post purchase. This is reflected in greater emphasis on product innovation, brand positioning & communication, influencer management and omni channel approach. A scenario where cross industry best practices would increasingly be evaluated and adopted in providing increased customer experience.

Amit Bhargava

National Leader, Metals and Mining

Our customer experience (CX) insights across sectors

Mastering intentional experiences: India CX report' 25

Benchmark experience from the customer’s viewpoint, to uncover prioritised attributes driving value

Explore the report

Mastering intentional experiences: India CX report' 25

Key Contacts

Nikhil Sethi

National Leader Consumer Goods and Co-Lead Customer & Operations

��㣨Leyu�� in India

mail

Amit Bhargava

National Leader, Metals and Mining

��㣨Leyu�� in India

mail

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