Overview: As reliance on smartphones continues to grow, the need for a robust after-sales service has become important. 2024 smartphone after sales service study was commissioned by OPPO India and performed by Counterpoint Research focused on the overall customer experience, looking at factors behind customer satisfaction and dissatisfaction, such as turnaround times, repair costs, communication quality, how easy it is to reach authorized service centers and available amenities. Customers from top brands in India— Samsung, OPPO India, Xiaomi, vivo and realme—were interviewed across 13 cities.
Table of Contents:
- Research Design
- Overall Customer Experience With Smartphone After Sales Service
- Smartphone issues faced
- Overall customer experience
- Customer satisfaction across qualitative factors
- Reasons for customer satisfaction
- After sales service NPS by brand
- Issues Faced and Experience Across Parameters
- Scheduling appointment
- Service center location
- Channel of communication
- Turn around time for resolution
- Turn around time vs expected time for resolution
- Issue resolution and reoccurrence
- Transparency in smartphone after sale services resolution
- Ease of resolution and frequency of visit
- Cost of resolution
- Infrastructural amenities
- Customer Awareness and Perceptions on After-Sales Service Offerings
- Appendix: Demographic Split & Customer Profiling
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Author
Arushi Chawla
Arushi Chawla is a Research Analyst with Counterpoint Technology Market 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.
Saurabh Kumar
I have been working in Counterpoint research for the last 1 year as a Research Analyst in Primary Consumer. I am also handling the retail market and have more than 8 years of experience in working the retail market.
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