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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

 

Google

 

Internet search

2

Google

Rank Change: N/C
Score: 814
Industry: Internet search

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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2

Facebook

5

Social media

3

Facebook

Rank Change: +5
Score: 813
Industry: Social media

“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

Rank Change: +6
Score: 812
Industry: Electronics

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!

Rank Change: +1
Score: 806
Industry: Internet search

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

Rank Change: -2
Score: 792
Industry: Media

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

Rank Change: N/C
Score: 792
Industry: Electronics

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

Rank Change: +17
Score: 788
Industry: Electronics

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

Rank Change: -4
Score: 784
Industry: Electronics

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

Rank Change: -1
Score: 781
Industry: Electronics

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

Rank Change: +29
Score: 767
Industry: Social media

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

Rank Change: +20
Score: 765
Industry: Electronics

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12

HP

1

Electronics

13

HP

Rank Change: +1
Score: 755
Industry: Electronics

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13

Bata

6

Internet retail

14

Bata

Rank Change: +6
Score: 748
Industry: Internet retail

14

State Bank of India

11

Banks / Retail

15

State Bank of India

Rank Change: +11
Score: 748
Industry: Banks / Retail

15

airtel

4

Telecom / Cell phone

16

airtel

Rank Change: -4
Score: 748
Industry: Telecom / Cell phone

16

eBay

4

Internet retail

17

eBay

Rank Change: -4
Score: 746
Industry: Internet retail

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17

Adidas

12

Fitness

18

Adidas

Rank Change: +12
Score: 746
Industry: Fitness

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18

Snapdeal.com

3

Internet retail

19

Snapdeal.com

Rank Change: -3
Score: 745
Industry: Internet retail

19

Maruti Suzuki

2

Automotive

20

Maruti Suzuki

Rank Change: -2
Score: 742
Industry: Automotive

20

Canon

10

Electronics

21

Canon

Rank Change: -10
Score: 738
Industry: Electronics

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

Rank Change: +11
Score: 737
Industry: Appliances

22

Big Bazaar

1

Retail / General

23

Big Bazaar

Rank Change: -1
Score: 733
Industry: Retail / General

23

Lee

34

Retail / Fashion

24

Lee

Rank Change: +34
Score: 731
Industry: Retail / Fashion

24

Domino’s

4

Restaurants

25

Domino’s

Rank Change: -4
Score: 706
Industry: Restaurants

25

Apple

11

Electronics

26

Apple

Rank Change: -11
Score: 704
Industry: Electronics

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26

Nike

3

Fitness

27

Nike

Rank Change: -3
Score: 703
Industry: Fitness

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27

McDonald’s

9

Restaurants

28

McDonald’s

Rank Change: +9
Score: 700
Industry: Restaurants

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28

Samsung

26

Electronics

29

Samsung

Rank Change: -26
Score: 698
Industry: Electronics

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29

Virgin Mobile

60

Telecom / Cell phone

30

Virgin Mobile

Rank Change: +60
Score: 698
Industry: Telecom / Cell phone

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30

Skype

8

Telecom / Cell phone

31

Skype

Rank Change: -8
Score: 693
Industry: Telecom / Cell phone

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31

MakeMyTrip

7

Travel / Booking

32

MakeMyTrip

Rank Change: +7
Score: 691
Industry: Travel / Booking

32

Reebok

13

Fitness

33

Reebok

Rank Change: +13
Score: 683
Industry: Fitness

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33

Yatra

13

Travel / Booking

34

Yatra

Rank Change: +13
Score: 683
Industry: Travel / Booking

34

Tata Sky

7

Telecom / Cable

35

Tata Sky

Rank Change: -7
Score: 682
Industry: Telecom / Cable

35

Reliance Fresh

6

Retail / Grocery

36

Reliance Fresh

Rank Change: +6
Score: 679
Industry: Retail / Grocery

36

Shoppers Stop

14

Internet retail

37

Shoppers Stop

Rank Change: +14
Score: 678
Industry: Internet retail

37

 

Bank of India

 

Banks / Retail

38

Bank of India

Rank Change: N/C
Score: 675
Industry: Banks / Retail

38

TVS Motors

30

Automotive

39

TVS Motors

Rank Change: +30
Score: 672
Industry: Automotive

39

Lifestyle

13

Retail / General

40

Lifestyle

Rank Change: +13
Score: 670
Industry: Retail / General

40

Hero (Honda)

18

Automotive

41

Hero (Honda)

Rank Change: +18
Score: 670
Industry: Automotive

41

Levi’s

25

Retail / Fashion

42

Levi’s

Rank Change: -25
Score: 666
Industry: Retail / Fashion

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42

Pizza Hut

24

Restaurants

43

Pizza Hut

Rank Change: -24
Score: 665
Industry: Restaurants

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43

Vodafone

17

Telecom / Cell phone

44

Vodafone

Rank Change: -17
Score: 662
Industry: Telecom / Cell phone

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44

Himalaya Healthcare

3

Retail / Health and beauty

45

Himalaya Healthcare

Rank Change: +3
Score: 660
Industry: Retail / Health and beauty

45

Volkswagen

11

Automotive

46

Volkswagen

Rank Change: +11
Score: 660
Industry: Automotive

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46

Groupon

16

Internet retail

47

Groupon

Rank Change: +16
Score: 659
Industry: Internet retail

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47

Westside

19

Retail / General

48

Westside

Rank Change: +19
Score: 658
Industry: Retail / General

48

Café Coffee Day

13

Restaurants

49

Café Coffee Day

Rank Change: -13
Score: 657
Industry: Restaurants

49

 

The Hindu

 

Media

50

The Hindu

Rank Change: N/C
Score: 657
Industry: Media

50

Panasonic

4

Electronics

51

Panasonic

Rank Change: +4
Score: 657
Industry: Electronics

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51

Taj

19

Travel / Hotels

52

Taj

Rank Change: +19
Score: 656
Industry: Travel / Hotels

52

Marriott

36

Travel / Hotels

53

Marriott

Rank Change: +36
Score: 654
Industry: Travel / Hotels

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53

HDFC Bank

13

Banks / Retail

54

HDFC Bank

Rank Change: -13
Score: 651
Industry: Banks / Retail

54

Onida

17

Electronics

55

Onida

Rank Change: +17
Score: 649
Industry: Electronics

55

Travelguru

18

Travel / Booking

56

Travelguru

Rank Change: +18
Score: 649
Industry: Travel / Booking

56

Pantaloons

12

Retail / General

57

Pantaloons

Rank Change: -12
Score: 647
Industry: Retail / General

57

Megamart

2

Retail / General

58

Megamart

Rank Change: -2
Score: 641
Industry: Retail / General

58

LIC

22

General insurance

59

LIC

Rank Change: +22
Score: 641
Industry: General insurance

59

LinkedIn

5

Social media

60

LinkedIn

Rank Change: +5
Score: 638
Industry: Social media

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60

Spencers

17

Retail / General

61

Spencers

Rank Change: -17
Score: 638
Industry: Retail / General

61

ITC

6

Retail / Health and beauty

62

ITC

Rank Change: +6
Score: 637
Industry: Retail / Health and beauty

62

Lakme

32

Retail / Health and beauty

63

Lakme

Rank Change: -32
Score: 636
Industry: Retail / Health and beauty

63

ICICI Bank

30

Banks / Retail

64

ICICI Bank

Rank Change: -30
Score: 634
Industry: Banks / Retail

64

Tata DoCoMo

30

Telecom / Cell phone

65

Tata DoCoMo

Rank Change: -30
Score: 634
Industry: Telecom / Cell phone

65

Cleartrip

14

Travel / Booking

66

Cleartrip

Rank Change: -14
Score: 633
Industry: Travel / Booking

66

Holiday Inn

24

Travel / Hotels

67

Holiday Inn

Rank Change: +24
Score: 633
Industry: Travel / Hotels

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67

Godrej Nature’s Basket

18

Retail / Grocery

68

Godrej Nature’s Basket

Rank Change: +18
Score: 628
Industry: Retail / Grocery

68

Standard Chartered

25

Banks / Retail

69

Standard Chartered

Rank Change: +25
Score: 626
Industry: Banks / Retail

69

Reliance Mobile

12

Telecom / Cell phone

70

Reliance Mobile

Rank Change: +12
Score: 625
Industry: Telecom / Cell phone

70

Peter England

28

Retail / Fashion

71

Peter England

Rank Change: -28
Score: 621
Industry: Retail / Fashion

71

Bajaj Auto

6

Automotive

72

Bajaj Auto

Rank Change: +6
Score: 620
Industry: Automotive

72

Haldiram

44

Restaurants

73

Haldiram

Rank Change: -44
Score: 616
Industry: Restaurants

73

Barista

1

Restaurants

74

Barista

Rank Change: -1
Score: 612
Industry: Restaurants

74

Videocon

13

Electronics

75

Videocon

Rank Change: -13
Score: 603
Industry: Electronics

75

Jet Airways

4

Travel / Air

76

Jet Airways

Rank Change: +4
Score: 603
Industry: Travel / Air

76

Toyota

28

Automotive

77

Toyota

Rank Change: -28
Score: 600
Industry: Automotive

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77

Tata Indicom

5

Telecom / Cell phone

78

Tata Indicom

Rank Change: +5
Score: 599
Industry: Telecom / Cell phone

78

Tata Motors

19

Automotive

79

Tata Motors

Rank Change: -19
Score: 598
Industry: Automotive

79

BSNL

3

Telecom / Cell phone

80

BSNL

Rank Change: -3
Score: 593
Industry: Telecom / Cell phone

80

Ford

3

Automotive

81

Ford

Rank Change: +3
Score: 592
Industry: Automotive

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81

Haier

28

Appliances

82

Haier

Rank Change: -28
Score: 590
Industry: Appliances

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82

DNA

2

Media

83

DNA

Rank Change: +2
Score: 580
Industry: Media

83

Air India

8

Travel / Air

84

Air India

Rank Change: +8
Score: 577
Industry: Travel / Air

84

Oberoi

11

Travel / Hotels

85

Oberoi

Rank Change: +11
Score: 573
Industry: Travel / Hotels

85

FedEx

16

Shipping / Mail

86

FedEx

Rank Change: -16
Score: 566
Industry: Shipping / Mail

Also view in:

86

BlackBerry

11

Electronics

87

BlackBerry

Rank Change: -11
Score: 564
Industry: Electronics

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87

DHL

9

Shipping / Mail

88

DHL

Rank Change: -9
Score: 553
Industry: Shipping / Mail

Also view in:

88

Croma

28

Retail / General

89

Croma

Rank Change: -28
Score: 550
Industry: Retail / General

89

MINT

15

Media

90

MINT

Rank Change: +15
Score: 539
Industry: Media

90

Ixigo

17

Travel / Booking

91

Ixigo

Rank Change: +17
Score: 535
Industry: Travel / Booking

91

Hyatt

17

Travel / Hotels

92

Hyatt

Rank Change: -17
Score: 530
Industry: Travel / Hotels

92

Avis

11

Travel / Car rental

93

Avis

Rank Change: +11
Score: 514
Industry: Travel / Car rental

Also view in:

93

The Leela

6

Travel / Hotels

94

The Leela

Rank Change: -6
Score: 514
Industry: Travel / Hotels

94

Travelocity

8

Travel / Booking

95

Travelocity

Rank Change: +8
Score: 512
Industry: Travel / Booking

95

UPS

1

Shipping / Mail

96

UPS

Rank Change: +1
Score: 512
Industry: Shipping / Mail

Also view in:

96

ICICI Prudential

4

General insurance

97

ICICI Prudential

Rank Change: +4
Score: 506
Industry: General insurance

97

Viveks

5

Retail / General

98

Viveks

Rank Change: -5
Score: 504
Industry: Retail / General

98

Birla Sun Life

4

Health insurance

99

Birla Sun Life

Rank Change: -4
Score: 503
Industry: Health insurance

99

Hertz

6

Travel / Car rental

100

Hertz

Rank Change: +6
Score: 487
Industry: Travel / Car rental

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

Rank Change: +6
Score: 476
Industry: Telecom / Cell phone

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

Rank Change: -15
Score: 461
Industry: Banks / Retail

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

Rank Change: -1
Score: 456
Industry: General insurance

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

Rank Change: -4
Score: 448
Industry: General 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

Rank Change: +5
Score: 406
Industry: Health insurance

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

Rank Change: -7
Score: 399
Industry: Travel / Booking

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

Rank Change: +2
Score: 393
Industry: 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

Rank Change: -10
Score: 392
Industry: Automotive

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

Rank Change: +2
Score: 386
Industry: General insurance

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.

INDUSTRY RANKINGS

MONEY TO BE MADE

All brands can benefit from simplifying, but not all may benefit equally. To understand which brands in India can reap the greatest financial reward, and what they need to do to command more for their services, download the full report.