Anxiety, Panic, Stress: Survey Reveals Emotional Cost of Smartphone Durability Issues
- Durability impacts emotions — 95% of surveyed users report feeling upset, anxious or panicked when their phone cracks or falls.
- 78% of users avoid using their phones in harsh conditions due to the fear of damage.
- 79% of users rate smartphone durability as very important.
- Consumers consider a durable screen as the most important factor for building confidence in a device’s durability, followed by a stronger frame and water resistance.
- 89% of users fear losing personal data if their phone fails, with photos/videos, banking details, contacts and chats being considered most vulnerable.
New Delhi, Beijing, Berlin, Buenos Aires, Fort Collins, Hong Kong, London, Seoul, Taipei, Tokyo – September 2, 2025
In a survey conducted by Counterpoint Research among smartphone users in India, an overwhelming 95% of respondents admitted to feeling upset, anxious or panicked when their device cracked or fell. Further, 79% identified durability as a very important factor when buying a smartphone, with 9 in 10 respondents admitting to dropping their phones. As a result, a durable screen topped the list of features that gave respondents the most confidence in their smartphones, followed by a stronger frame and water resistance.
As our dependence on smartphones has grown, whether for work, entertainment or daily life, understanding their durability has become increasingly important. Durability affects how confident we feel using smartphones every day and even influences our buying decisions. To explore this aspect, the survey examined how users handle their phones in different conditions, the common issues they face, their emotional response to phone drops, and concerns around losing personal data.
The survey found that 78% of users avoid using their smartphones in harsh conditions like water, rain or extreme heat due to fear of damage. The most common concerns reported are overheating (41%), battery problems (32%) and accidental damage (32%). For smartphone purchase, the top priorities are screen durability and protection, long-lasting and reliable batteries, and resistance to extreme temperatures. The survey shows that smartphone repairs can be costly, with 7 in 10 users spending over INR 2,000 and 29% spending over INR 5,000 on repairs.
Commenting on smartphone durability, Research Director Tarun Pathak said, “Smartphones today carry our world, and emotions are closely tied to how durable these devices are. Durability has shifted from being a nice-to-have to a must-have for users. People now expect their devices to perform reliably across all scenarios — whether exposed to water, oil or other tough conditions. As software needs evolve, hardware must keep pace to support these requirements, and consumers are increasingly willing to invest in devices that deliver this balance of durability and performance. Interestingly, 86% of OPPO users rated the brand positively on durability, highlighting how OPPO understands consumer needs and consistently delivers on them.”
Commenting on smartphone repairs, Research Analyst Abhijeet Paleja said, “Primarily due to physical damage and battery issues, about 29% of users spend over INR 5,000 on repairs, which is roughly a quarter of the average smartphone price in India. This highlights the growing expectation for devices to offer protection against drops and scratches, along with reliable long-term performance. Beyond cost, the stakes are personal – 89% of users fear losing significant data, including photos, files, contacts and chats, if their smartphone stops working. For many, it’s not just the device but a world of memories at risk, which is why 9 in 10 invest in covers, screen guards or insurance to safeguard their phones.”
Smartphone durability today is driven by advanced materials and rigorous engineering, such as scratch-resistant glass or ceramic shields for impact resistance, aerospace-grade aluminium or stainless-steel frames, and IP-rated sealing for water and dust protection. Shock-absorbing designs and rigorous drop, bend and heat tests make smartphones more resilient. A well-maintained and durable phone stays in good condition for longer, which directly improves its resale value.
Disclaimer
This survey was commissioned by OPPO India. It aimed to understand the role of durability in India’s smartphone market. Counterpoint Research conducted the survey across India, capturing the experience of 4,564 respondents across Tier 1 and Tier 2 cities, covering all zones. We expect the results to be accurate within the +/- 4% range.
About Counterpoint Research
Counterpoint Research is a global market research firm specializing in products across the technology ecosystem. We advise a diverse range of clients – from smartphone OEMs to chipmakers and channel players to Big Tech – through our offices located in the world's major innovation hubs, manufacturing clusters and commercial centers. Our analyst team, led by seasoned experts, engages with stakeholders across the enterprise – from the C-suite to professionals in strategy, analyst relations (AR), market intelligence (MI), business intelligence (BI), product and marketing – to deliver services spanning market data, industry thought leadership and consulting. Our core areas of coverage include AI, Automotive, Consumer Electronics, Displays, eSIM, IoT, Location Platforms, Macroeconomics, Manufacturing, Networks and Infrastructure, Semiconductors, Smartphones and Wearables. Visit our Insights page to explore our publicly available market data, insights and thought leadership, and to understand our focus, meet our analysts and start a conversation.
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Author
Tarun Pathak
Tarun is a Research Director with Counterpoint Research, based out of Gurgaon (near New Delhi). Tarun has 10 years of work experience with a key focus on the evolving mobile device ecosystem with specialties in Emerging Markets. He understands specific mobile industry nuances, helping clients to navigate through the rapidly changing technological trends. As a Telecom Analyst he has been quoted extensively by the leading media platforms. Tarun holds a Post Graduate Diploma in Management, specializing in International Business from the Amity International Business School and is a graduate in Physical Sciences from Jammu University, Jammu in the northern Indian state of Jammu & Kashmir.
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.
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.