Counterpoint Research recently conducted a survey of customers’ after-sales service experience with smartphone brands. These include OPPO, Realme, Samsung, Vivo, and Xiaomi, which are currently the top five phone makers in India by market share. The survey analysed the brands for their repair quality, costs, speed and resolution, and overall customer satisfaction. Here are the results.
After Sales Service Experience Survey in India: Smartphone Brands
The survey by Counterpoint Research was made across 13 tier-1 and tier-2 cities in India. The report is based on data collected from more than 2000+ customers.
The survey reveals that OPPO has the highest customer satisfaction ratings in the country, with over 62% of users reporting that the solutions provided at OPPO’s service centres were ‘very satisfactory’. They are shortly followed by Vivo at 58% and Samsung at 57%.
Over 92% of survey participants mentioned that they want service centres to be transparent about the overall repair and after-sales service process. In this aspect, OPPO has topped the charts, gaining the trust of 78% of users. Xiaomi is not that far behind, with 77% of customers responding that they were happy with the transparency offered at their service centres.
Getting your phone or gadget repaired quickly is always the priority of a user since nobody likes using a damaged product. 35% of OPPO users reported that their problems were solved within an hour by the company. Samsung is also offering quick 1-hour resolutions as 34% of customers mention so.
While speed is crucial in getting your problems resolved, the quality of the repair itself needs to sustain itself so that the user does not face a similar issue again. 52% of Vivo users reported that they were happy with the repair quality provided at the service centre, and OPPO again has the lead here at 57%.
Over 51% of OPPO smartphone users mention that the company offers after-sales services at reasonable rates. They are followed by Xiaomi and Vivo at 45%, indicating that these three phone makers are not only prioritising support services but also ensuring that they keep them affordable to benefit their customers.
The survey further mentions that all the service centres have multi-lingual support staff, offering customers the complete flexibility to communicate in local languages, in addition to Hindi and English. While OPPO takes the lead numbers-wise at 48%, the other four companies are not that far behind.
OPPO and Vivo both recorded higher ratings for the location of the service centre. Compared to the competition, almost half of users of both brands found the service centres to be easily accessible.
After Sales Service: The Customer Always Wins
The survey from Counterpoint Research reveals that OPPO, Vivo, and Xiaomi have among the highest customer satisfaction ratings when considering all the factors. No matter which company stays at the top, it is a win-win situation for the customer as the competition among these brands makes them strive to offer better services to maintain their position in the market.
As per publically available data, OPPO has 560+ exclusive service centres across India, Vivo has 542, Samsung has 3,000+, Xiaomi has 1,000+, and Realme has over 668+ service centres in the country. All companies are rapidly expanding their service network chain across tier-3 and smaller towns in the country, which will eventually benefit the customer.