The article only highlights the lack of administration and accountability across both public and private sectors, particularly in customer service. Despite strong marketing efforts and growing economic ambitions, consumers — the foundation of the economy — are being neglected. The digitisation of services has removed meaningful human interaction, eroding trust and confidence in institutions.
Banks focus more on mobilising deposits than serving depositors, who stick with them mainly due to safety and government backing, not service quality. Insurance companies, especially through third-party agents, are singled out for poor service, mechanical claim processing, and a lack of common sense or fairness. Automated responses have replaced real service, worsening the customer experience. The understanding of Banking in general and KYC in particular is unfortunately missing at all institutions and all levels of hierarchy.
Fraud is rampant in consumer services, with duplicate agents posing as genuine ones, especially in appliance servicing. The erosion of trust spans the entire ecosystem — government, private, and public sectors alike. The piece calls for urgent reforms in governance, transparent accountability, and responsive customer service to ensure a better quality of life and support the dream of becoming a developed economy by 2047.
Loka Samastha Sukhino Bhavanthu.
T V G Krishnan
(Personal Views )
