OPPO, vivo, Samsung Lead India Consumer Survey on Smartphone After-sales Service
Overview:
As reliance on smartphones continues to grow, the need for a robust after-sales service has become important. The consumer survey, commissioned by OPPO India and performed by Counterpoint Research, focused on the overall smartphone after-sales service experience of customers, looking at factors behind customer satisfaction or dissatisfaction, such as turnaround time, repair cost, communication quality, accessibility of authorized service center, and availability of amenities. The survey interviewed customers from top brands in India — Samsung, OPPO India, Xiaomi, vivo and realme — across 13 cities.
Table of Contents:
- Importance of smartphone after-sales service
- Transparency in in-store after-sales services
- After-sales customer experience across multiple parameters
- Enhancing customer experience
- Beyond in-store after-sales service offerings
- Conclusion
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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.
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