The Enshittification of Services in Indian Cities: A Worrying Trend

Over the years, India’s urban centers—once celebrated for their growth and innovation—have been witnessing a steady decline in the quality of services across various sectors. From hailing cabs to dining at restaurants or purchasing essential goods, the urban experience is increasingly plagued by inefficiencies, poor customer service, and diminishing satisfaction.

One of the key drivers behind this trend is the sheer scale of demand in metropolitan areas. High population density and growing consumer needs have stretched service providers thin. Whether it’s the ever-increasing demand for app-based rides, the surging vehicle purchases, or the influx of customers in hospitality, service providers often fail to balance quality with quantity. The outcome is a system where meeting even basic expectations becomes an uphill task.

While many large corporations have made strides in ensuring customer satisfaction by investing in long-term strategies, smaller players often focus solely on short-term gains. In their rush to maximize profits, they cut corners on quality, customer support, and consistency. This transactional approach not only erodes trust but also accelerates the decline of service standards in cities.

History has shown that businesses focused on customer satisfaction enjoy greater longevity and success. Building trust through high-quality services and maintaining a customer-first mentality are key to surviving and thriving in competitive markets. On the flip side, businesses that neglect these principles risk being replaced by competitors who prioritize customer needs.

The decline in service quality presents a unique opportunity for new and existing players willing to innovate and invest in better customer experiences. Dissatisfied customers are always on the lookout for alternatives, and businesses that address this gap by focusing on quality and reliability will inevitably gain a competitive edge.

A shining example of this philosophy is Amazon, a global giant that has built its success on exceptional customer satisfaction. By offering hassle-free returns, responsive support, and dependable services, Amazon has not only retained customers but also set new industry standards. It stands as proof that customer-centricity is not just good ethics—it’s good business.

Indian cities are at a pivotal moment. While the growing demand for services has led to strained resources and declining quality, this is not an insurmountable problem. Businesses—big and small—must understand that short-term profits cannot sustain long-term growth. By shifting their focus to customer satisfaction, consistent delivery, and innovation, they can reverse the trend and create lasting value.

Ultimately, the winners in this crowded marketplace will be those who recognize that quality and trust are their most important assets. The time to adapt is now—before dissatisfied customers move on to someone who will.

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