IND:IA
These brands are disrupting the status quo by changing consumer expectations. Though they span different industries, they possess a common characteristic; simplicity is at the core of experiences they deliver. They are empowering people, reimagining experience, removing friction and saving time.
1
Internet search
2
For the second year in a row, Google takes the top spot on the India Simplicity Index. Respondents highlighted the search engine’s simple interface and the straightforward way it enables them to find what they need to find. As one respondent points out, Google has to be simple because it “needs to cater to people of all backgrounds.”
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5
Social media
3
“It is easy to connect to people,” a typical respondent says of the social networking giant. And that’s a good sign, considering “make the world more open and connected” is part of Facebook’s official mission statement. Respondents note that the site is accessible, user friendly, and—importantly—it’s also fun. Facebook has recently waded into controversy over some of its privacy settings, but that doesn’t seem to have dampened enthusiasm for this brand in India.
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3
Dell
6
Electronics
4
Dell
Good value and user-friendliness are the basis of the computer manufacturer’s high ranking this year, moving up from #9 last year. Several respondents also cited the brand’s high quality products, which naturally lead to fewer needed repairs. But when there is trouble, “support is accessible,” remarks one respondent.
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4
Yahoo!
1
Internet search
5
Yahoo!
Yahoo! is more than just a search engine, and the comments from respondents in India reflect that. Many highlight the site’s local news offerings and email and messaging services, putting easy access to these services at users’ fingertips. Yahoo! is simple not just because it’s useful, but because it’s also easy to use.
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5
The Times of India
2
Media
6
The Times of India
India’s largest media house offers print, online and mobile app versions, that consumers praise. The brand also receives high marks for its commitment to plain language, no spin, and wide coverage. “Honest and to the point,” says one survey respondent.
6
Microsoft
Electronics
7
Microsoft
Software giant Microsoft is seen as “indispensible to the computer world!” according to one respondent. Many others add that they are regular—if not daily—user and that the Windows interface enable a simple, intuitive user experience.
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7
Philips
17
Electronics
8
Philips
Philips moves up an impressive 17 spots to make it into the India Simplicity Index Top 10 this year. The electronics company earns praise for its reliable and sturdy products, and the dependability of its offerings makes it a no-brainer when it comes to choice, according to respondents. “They make life easy,” remarks one.
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8
Nokia
4
Electronics
9
Nokia
Innovative and updated, Nokia gets high marks in the India Simplicity Index for being user-friendly and reliable. Since the company’s mobile phone business was bought by Microsoft, the electronics maker has fallen on some harder times, but is currently staging a comeback by seeking partners for a return to smartphones.
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9
Sony
1
Electronics
10
Sony
Here’s a true endorsement of Sony’s simplicity: “Its technology is so that even my two-year-old nephew can use it,” writes one survey respondent. But simple doesn’t mean simplistic. The Japanese electronics company is also perceived as innovative and best in class, making it clear to see why it’s been in the Top 10 for four years running.
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10
YouTube
29
Social media
11
YouTube
Making an impressive leap from #39 last year is video streaming service YouTube. Similar to Google, YouTube is simple because consumers find it easy to get what they want with no fuss or frills. Several respondents also highlighted the ease of learning through YouTube, which provides educational videos from a variety of sources at their fingertips.
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11
LG
20
Electronics
12
LG
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12
HP
1
Electronics
13
HP
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13
Bata
6
Internet retail
14
Bata
14
State Bank of India
11
Banks / Retail
15
State Bank of India
15
airtel
4
Telecom / Cell phone
16
airtel
16
eBay
4
Internet retail
17
eBay
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17
Adidas
12
Fitness
18
Adidas
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18
Snapdeal.com
3
Internet retail
19
Snapdeal.com
19
Maruti Suzuki
2
Automotive
20
Maruti Suzuki
20
Canon
10
Electronics
21
Canon
Respondents say Canon is “the ultimate experience” in cameras. Known for its “best-in-class,” user-friendly equipment, the brand is planning to more than double its retail store presence in India by the end of 2015. The move is critical to customer accessibility as Canon brings online sales to an end to prevent unauthorized transactions.
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21
Godrej
11
Appliances
22
Godrej
22
Big Bazaar
1
Retail / General
23
Big Bazaar
23
Lee
34
Retail / Fashion
24
Lee
24
Domino’s
4
Restaurants
25
Domino’s
25
Apple
11
Electronics
26
Apple
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26
Nike
3
Fitness
27
Nike
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27
McDonald’s
9
Restaurants
28
McDonald’s
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28
Samsung
26
Electronics
29
Samsung
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29
Virgin Mobile
60
Telecom / Cell phone
30
Virgin Mobile
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30
Skype
8
Telecom / Cell phone
31
Skype
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31
MakeMyTrip
7
Travel / Booking
32
MakeMyTrip
32
Reebok
13
Fitness
33
Reebok
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33
Yatra
13
Travel / Booking
34
Yatra
34
Tata Sky
7
Telecom / Cable
35
Tata Sky
35
Reliance Fresh
6
Retail / Grocery
36
Reliance Fresh
36
Shoppers Stop
14
Internet retail
37
Shoppers Stop
37
Bank of India
Banks / Retail
38
Bank of India
38
TVS Motors
30
Automotive
39
TVS Motors
39
Lifestyle
13
Retail / General
40
Lifestyle
40
Hero (Honda)
18
Automotive
41
Hero (Honda)
42
Pizza Hut
24
Restaurants
43
Pizza Hut
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43
Vodafone
17
Telecom / Cell phone
44
Vodafone
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44
Himalaya Healthcare
3
Retail / Health and beauty
45
Himalaya Healthcare
45
Volkswagen
11
Automotive
46
Volkswagen
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46
Groupon
16
Internet retail
47
Groupon
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47
Westside
19
Retail / General
48
Westside
48
Café Coffee Day
13
Restaurants
49
Café Coffee Day
49
The Hindu
Media
50
The Hindu
50
Panasonic
4
Electronics
51
Panasonic
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51
Taj
19
Travel / Hotels
52
Taj
52
Marriott
36
Travel / Hotels
53
Marriott
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53
HDFC Bank
13
Banks / Retail
54
HDFC Bank
54
Onida
17
Electronics
55
Onida
55
Travelguru
18
Travel / Booking
56
Travelguru
56
Pantaloons
12
Retail / General
57
Pantaloons
57
Megamart
2
Retail / General
58
Megamart
58
LIC
22
General insurance
59
LIC
59
5
Social media
60
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60
Spencers
17
Retail / General
61
Spencers
61
ITC
6
Retail / Health and beauty
62
ITC
62
Lakme
32
Retail / Health and beauty
63
Lakme
63
ICICI Bank
30
Banks / Retail
64
ICICI Bank
64
Tata DoCoMo
30
Telecom / Cell phone
65
Tata DoCoMo
65
Cleartrip
14
Travel / Booking
66
Cleartrip
66
Holiday Inn
24
Travel / Hotels
67
Holiday Inn
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67
Godrej Nature’s Basket
18
Retail / Grocery
68
Godrej Nature’s Basket
68
Standard Chartered
25
Banks / Retail
69
Standard Chartered
69
Reliance Mobile
12
Telecom / Cell phone
70
Reliance Mobile
70
Peter England
28
Retail / Fashion
71
Peter England
71
Bajaj Auto
6
Automotive
72
Bajaj Auto
72
Haldiram
44
Restaurants
73
Haldiram
73
Barista
1
Restaurants
74
Barista
74
Videocon
13
Electronics
75
Videocon
75
Jet Airways
4
Travel / Air
76
Jet Airways
76
Toyota
28
Automotive
77
Toyota
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77
Tata Indicom
5
Telecom / Cell phone
78
Tata Indicom
78
Tata Motors
19
Automotive
79
Tata Motors
79
BSNL
3
Telecom / Cell phone
80
BSNL
80
Ford
3
Automotive
81
Ford
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82
DNA
2
Media
83
DNA
83
Air India
8
Travel / Air
84
Air India
84
Oberoi
11
Travel / Hotels
85
Oberoi
85
FedEx
16
Shipping / Mail
86
FedEx
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87
DHL
9
Shipping / Mail
88
DHL
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88
Croma
28
Retail / General
89
Croma
89
MINT
15
Media
90
MINT
90
Ixigo
17
Travel / Booking
91
Ixigo
91
Hyatt
17
Travel / Hotels
92
Hyatt
92
Avis
11
Travel / Car rental
93
Avis
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93
The Leela
6
Travel / Hotels
94
The Leela
94
Travelocity
8
Travel / Booking
95
Travelocity
95
UPS
1
Shipping / Mail
96
UPS
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96
ICICI Prudential
4
General insurance
97
ICICI Prudential
97
Viveks
5
Retail / General
98
Viveks
98
Birla Sun Life
4
Health insurance
99
Birla Sun Life
99
Hertz
6
Travel / Car rental
100
Hertz
Hertz finds itself in the Bottom 10 of the India Simplicity Index for the 5th year in a row. Though the rental car company started in India exclusively as a chauffeur service, they’ve expanded over the last ten years to include traditional rental cars—but consumers find it difficult to grasp its pricing and fees, and are wary of hidden clauses.
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100
T24 Mobile
6
Telecom / Cell phone
101
T24 Mobile
Poor reception and hidden charges are at the root of this cellular service provider’s low ranking. The young company formed only 5 years ago as a joint venture between telecom company Tata Teleservices Limited and private retail conglomerate Future Group appears to struggle with brand awareness, with many respondents indicating they don’t know enough about their services.
101
HSBC
15
Banks / Retail
102
HSBC
The financial services industry frequently struggles with simplicity, and HSBC is no exception in India. Consumers cite the need to follow up multiple times for answers to their questions, and the bank’s confusing policies as reasons for rating it complex. One respondent describes HSBC as “technical, with a lot of terms and conditions.”
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102
Bajaj Allianz
1
General insurance
103
Bajaj Allianz
Insurance is another industry often perceived as complex, and Bajaj Allianz is painted with that same brush. Respondents lodge complaints about the fine print. Others shared personal horror stories: “They promised certain things but now they say that is not applicable to my policy. I suffered monetary loss.”
103
Oriental Insurance
4
General insurance
104
Oriental Insurance
For Oriental Insurance, consumers highlighted difficulty contacting customer service and the confusing and tedious brochures. “All things to do with insurance are incomprehensible,” said one frustrated respondent.
104
Max Bupa
5
Health insurance
105
Max Bupa
Survey respondents note that this insurance company is complex for its hard-to-navigate website and its lack of clear communication to customers. “Generally need help with understanding the terminology used by insurance companies,” remarks one respondent, adding that they “tend to use jargon not known to [the] common man.”
105
TravelChaCha
7
Travel / Booking
106
TravelChaCha
This travel booking and accommodation site has been the subject of complaints in the past for failing to deliver paid-for tickets as well as its spotty website. And with other travel booking sites sometimes described by respondents as “interchangeable,” TravelChaCha has an opportunity to simplify its offerings and shore up its services to distinguish itself from competitors.
106
IFFCO Tokio General Insurance
2
General insurance
107
IFFCO Tokio General Insurance
Respondents complain about a lack of transparency with IFFCO Tokio General Insurance. Many others struggled with the company’s complicated language and confusing terms and conditions. “Insurance companies always have an asterisk on their conditions,” notes one consumer.
107
Peugeot
10
Automotive
108
Peugeot
Peugeot dropped 10 spots in the India Simplicity Index this year. The European car company was dinged for “poor after sale service.” Consumers also complained of a dearth of service stations for the brand, noting that the stations that few that are available are also expensive. .
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108
Tata AIG
2
General insurance
109
Tata AIG
Insurance companies Tata AIG, IFFCO and Max Bupa have been playing musical chairs for India’s bottom spot in recent years, and this is reflected in a typical grievance and industry perception: “All insurance companies are the same.” Consumers cite the usual reasons for rating Tata the most complex brand in the region this year: confusing terms, hidden charges and poor communication.