Customers

Our customer-first approach enables us to consistently deliver innovative and superior quality products and services, designed to fulfil evolving consumer expectations. It has earned us the trust and loyalty of a growing customer base and helped to considerably elevate consumer experiences.

96%

Customer Satisfaction Score

84 Countries

International Business Footprint

4,300+

No. of Dealers & Distributors

2,00,000

No. of Retail Touchpoints

SDGs Impacted

Linkage of Capitals

FFinancial Capital

`99,068Mn

Pool of funds that we can utilise to scale operations in line with demand

MManufacturing Capital

Streamlining processes to maintain consistent quality and ensure product availability

IIntellectual Capital

Invested in R&D to develop and produce future-ready products and improve our services

HHuman Capital

Aligning employees with customer requirements to enhance service excellence

SSocial and Relationship Capital

Focusing on activities that correspond with the needs and expectations of our customers

NNatural Capital

Delivering environmentally friendly products in line with customer demand

Material Topics

4 R&D, Innovation & Product Stewardship

6Customer Centricity & Brand Integrity

12Product Safety & Quality

13Data Privacy & Cybersecurity

14Corporate Governance, Ethics and Integrity

Polycab’s customer-centric approach focuses on delivering reliable, innovative and highquality solutions tailored to evolving needs across segments and geographies

Our Approach to Customer Engagement

Our customer engagement is anchored in a deep commitment to understanding and addressing the unique needs of each client. Our teams prioritise personalised interactions and tailor solutions to meet specific requirements.

At the core of our approach is the objective to build enduring relationships by consistently delivering premium-quality products coupled with unmatched service excellence. This customer-centric philosophy forms the foundation of our long-term dedication to providing exceptional value and fostering lasting customer loyalty.

How We Engage with Them

  • Customer and consumer satisfaction surveys
  • Grievance redressal
  • Product manuals
  • Nukkad meets
  • Web & mobile applications

Key Topics Discussed

  • Customer centricity
  • Product stewardship
  • Ethical marketing
  • Data privacy and cybersecurity

Customer-Centricity

In FY 2024–25, we enhanced customer experience by combining product excellence with greater service accessibility and responsiveness. Our WhatsApp chatbot now allows customers to register warranties and track service requests in real time. This digital channel currently handles five percent of customer queries, with plans to expand its use significantly in the coming year.

We continued to ensure transparency through clear and accurate product information, including performance parameters for fans, lighting systems and technical specifications for our wires and cables. Our marketing campaigns across cinema, digital and transport networks helped build stronger consumer recall. We also received national recognition through the Iconic Brands of India award from ET Now, reinforcing the trust placed in the Polycab brand by customers across the country.

Influencer Engagement: Experts App

Our Experts App continued to serve as a powerful tool for strengthening engagement with electricians and retailers across India. Enhanced version launched nationally in May 2024, the platform has now scaled to over two lakh electricians and retailers. Designed to offer a seamless and rewarding experience, the app features instant bank transfers, enabling quick and easy reward redemptions through a user-friendly and efficient interface.

With an intuitive design and real-time access to incentives, the platform has helped deepen our connection with the electrical community. New features introduced during the year, such as structured loyalty rewards and access to training and product information, underline our continued commitment to supporting our partners and enriching their experience with the Polycab brand.

CASE STUDY

Empowering Customers with Credit Facility

Recognising that new customers often face challenges due to the unavailability of credit, we collaborated closely with our banking partner to launch a Channel Finance (CF) programme. This initiative enables customers to access credit facilities from day one, facilitating smoother onboarding and easing their business start-up process. This programme has been instrumental in successfully attracting customers, thereby expanding our market reach.

The immediate availability of channel finance has been positively received, strengthening our customer relationships and supporting business growth.

Data Privacy and Cybersecurity

All customer-facing platforms continued to operate securely, with no reported data privacy grievances during the year. We are preparing to implement a Zero Trust framework, initiate a formal data privacy programme and align with ISO cybersecurity standards to further enhance our governance and compliance systems.

Ethical Marketing

Our marketing initiatives reflect our ongoing commitment to ethical engagement and responsible brand communication. Through programmes such as InfraSafety, in collaboration with CNBC-TV18 and our multi-city workshops with NFEES (National Forum for Energy Efficiency and Safety), we continue to raise awareness about electrical fire safety and advocate for proper wiring practices. These initiatives serve as platforms for education, industry dialogue and community empowerment, cornerstones of our ethical marketing approach.

Our active participation in exhibitions such as ELASIA (Electrical and Lighting Asia Expo), FSIE (Fire & Security India Expo) and TransTech (organised by PowerLine magazine) enables us to engage transparently with consultants, developers and contractors, while showcasing innovative solutions. By promoting best practices and encouraging informed decision-making across the sector, we not only strengthen trust in the Polycab brand but also contribute meaningfully to the safer, more sustainable growth of India’s electrical infrastructure.

Product Stewardship

Our approach to product stewardship was guided by innovation, sustainability and regulatory compliance. We introduced certified offerings such as MCCBs, RCCB Type A and D-curve MCBs, meeting both BIS and CE standards. The cables portfolio expanded with flame-retardant, halogenfree insulation solutions, as well as products developed for electric vehicle charging and the Vande Bharat rail project.

We also strengthened our range of Green Wires, solar-compatible lighting and energyefficient BLDC fans. Our Roorkee and Halol plants adopted advanced automation processes, including robotic painting and automatic winding. In addition to filing two patents and securing 23 design registrations, our products now reach over 80 countries, with more than half of our international business driven by repeat customers, underscoring the lasting value of our commitment to quality and innovation.

620

Registered IPRs

`430 Mn

R&D Expenditure

InfraSafety by Polycab & CNBC-TV18

The InfraSafety by Polycab & CNBCTV18 initiative is a collaborative platform designed to raise awareness about electrical fire safety and promote best practices in electrical wiring. Hosted by Polycab and CNBC-TV18, the event engaged with the infrastructure community across Mumbai, Chennai, Hyderabad and Delhi, focusing on safe wiring practices and the importance of selecting appropriate wires and cables.

Objectives

  • Raise awareness about the risks of electrical fires and mitigation methods.
  • Provide a platform for industry professionals to discuss and share insights on electrical safety.
  • Highlight the importance of selecting the right products (wires and cables) and ensuring correct installation to guarantee safety and reliability.
  • Empower and inspire the target audience including developers, consultants and contractors, to adopt safe electrical practices in their projects.

750+

Members participated, including Cabinet Ministers, Fire Safety Directors, developers, consultants and industrialists

NFEES Workshops on Safe Electrical Installation

The NFEES Workshops on Safe Electrical Installation are a series of multi-city workshops conducted in partnership with the National Federation of Electrical Contractors (NFEES). These workshops aim to educate electrical contractors and industry professionals on safe electrical installations and adherence to safety norms.

Objectives

  • Educate electrical contractors on safe installation techniques and compliance with electrical safety standards.
  • Promote adherence to key standards like IS 18732 for safe electrical installations.
  • Empower influencers (electricians, contractors) to educate end-users and ensure safe electrical installations in both residential and commercial buildings.

Customer Service Innovation: WhatsApp Chatbot

We have made it easier for our customers to register requests directly via WhatsApp, offering faster service than calling our toll-free number. In FY 2024-25, we launched a WhatsApp chatbot to improve customer connectivity and service efficiency. By scanning the QR code, our customers can easily access the following services:

  • Product warranty registration
  • Request repairs and installations
  • Check service request status

5%

Of customers currently use the chatbot, with a goal of reaching 15% by FY 2025-26