Report

Survey: 4 in 10 India Smartphone Consumers Require Repeat Visits for Repairs

September 15, 2025

Overview

With dependence on smartphones growing for banking, communication and entertainment, even a small disruption can cause significant inconvenience. Rising repair expenses and multiple visits further add to dissatisfaction, making after-sales services a weak link in the overall ownership journey. To understand this issue, the consumer study uncovers the gaps, highlights pain points, and encourages brands to strengthen support infrastructure and deliver the reliability users rightfully expect.

This survey was conducted in partnership with Xiaomi India in August and September 2025 across India, covering 28 cities. Respondents were approached as they exited after-sales service centers of the top seven brands – Apple, OnePlus, OPPO, realme, Samsung, vivo and Xiaomi – to get an immediate and fresh perspective on their after-sales support experience and expectations with brands.

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Author

Arushi Chawla

Arushi Chawla is a Research Analyst with Counterpoint Research, based out of Gurgaon (near New Delhi). Currently, she is dedicated to primary research of emerging technology like mobile phone device, consumer IoT, and other technology-associated segments. She also has a keen interest in researching the impact of mobile phone technology and the digital payment ecosystem on the economy. Arushi holds a Post Graduate Degree in Economics from Amity School of Economics and is a graduate in Economics from Delhi University.

Abhijeet Paleja

Abhijeet is a Research Analyst at Counterpoint Research with over 8 years of experience in the Market Research industry, specializing in project management and client relations. He has a track record of managing B2B and direct consumer surveys. Throughout his career, Abhijeet has worked on diverse projects across industries such as Fintech, Automotive, Banking, and Insurance, showcasing his expertise in delivering valuable and actionable insights.