In line with its commitment to offer unparalleled service experience, OPPO India earned No 1 position in customer satisfaction for after-sales with 62% of its customers rating their in-store after-sales service as ‘very satisfactory’. In August 2024, Counterpoint Research carried out a survey comprising 2,000+ customers among India’s top five smartphone brands to measure their after-sale service experiences. The recognition is reflective of OPPO India’s customer-first approach to elevate the service experience through its new generation centres.
The survey was conducted across 13 Tier 1 and Tier 2 cities among customers of OPPO India, realme, Samsung, vivo, and Xiaomi. OPPO India emerged as a front runner with ‘very satisfied’ customers in key areas of repair quality, costs, speed of resolution, transparency, staff expertise and multilingual communication.
- After-Sales Experience: 62% of OPPO India customers were ‘very satisfied’ with the after-sales service centre experience, followed by vivo and Samsung 58% and 57%, respectively.
- Transparency: OPPO India leads in transparency, with 78% of repairs performed in customers’ presence, followed closely by Xiaomi at 77%.
- Speed of resolution: OPPO India leads in resolving issues for 35% of its customers within an hour, ahead of Samsung at 34%.
- Repair quality: 57% of OPPO India customers reported high satisfaction with quality of repair, followed by vivo at 52%.
- Cost of fixing the issue: 51% of OPPO India customers were very satisfied with the cost of fixing the issue with their smartphones, followed by vivo and Xiaomi at 45% each.
- Multilingual support: 48% of OPPO India customers interacted with service representatives in languages other than English and Hindi, the highest among the brands.
- Staff Knowledge: 56% of the OPPO India customers were very satisfied with the knowledge of the staff regarding the issue, followed by Samsung and vivo at 49% each.
- Trustworthiness: Trustworthy” and “Genuine” are the most popular words used to describe OPPO India
- Service centre location: OPPO India excels with the highest share of respondents being very satisfied with the service centre location (51%) followed by vivo at 46%
“At OPPO India, we have transformed our after-sales service model to cater to our customers through measures like Service Centre 3.0 and OPPO Self-Help Assistant,” said Savio D’Souza, Head – Product Communications at OPPO India. “Being recognised as the No 1 brand in India in customer satisfaction for after-sales is a validation of our efforts to deliver a timely, transparent, reliable and cost-efficient experience to our users.”
