Overview:
In August 2024, Counterpoint Research conducted a consumer survey in India to understand smartphone users’ experiences across brand after-sales service centres. Over 2,000 customers from India’s top five smartphone brands — Samsung, OPPO India, Xiaomi, vivo and realme — were interviewed across 13 cities from Tier 1 and Tier 2 regions and covering all zones. OPPO India led in after-sales service experience With 62% “very satisfied” customers, followed by vivo and Samsung with 58% and 57%, respectively. As many as 9 out of 10 customers highlighted face-to-face phone repairs as an important parameter. OPPO India led here with 78% of its users noting that repairs were done in their presence. The study further revealed that OPPO India led in customer satisfaction for repair quality, repair costs, quick issue resolution, staff expertise and multilingual communication offerings.
Number of Pages: 1
Published Date: September 2024
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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.
