According to surveys, Oppo is the top customer satisfaction brand in India

Indians spend Rs. Research firm Counterpoint stated in a report based on a consumer survey that an average of 2,400 smartphones are serviced for out-of-warranty maintenance. Counterpoint highlighted that one in four smartphone owners in Ahmedabad, Bengaluru, Chennai, Kolkata and Noida will visit a service center within six months of buying a new smartphone. Oppo, Vivo, Xiaomi and Samsung have the highest customer satisfaction rate in the country for customer service.

Counterpoint said It has been found that charging, software (or “hanging”), and display related issues are the most common.

Oppo has become the leading brand for customer satisfaction in after-sales service. 93 percent of the respondents rated their experience as “excellent” or “very good”, followed by Vivo with 85 percent, Xiaomi with 81 percent and Samsung with 81 percent.

In addition to customer satisfaction, Oppo was seen as the fastest customer service. 73 percent of respondents said they received their devices on the same day. Realme, an Oppo spin-off in particular, finished second on that front. 72 percent of respondents said they received their Realme phones on the same day. Vivo came third with 68 percent.

Customer waiting times were also the lowest for Oppo. Counterpoint claimed that around half of the respondents received care within 15 minutes of arriving at an Oppo service center. Realme, Samsung and Xiaomi closely followed Oppo.

Oppo has also maintained its spare parts better than its competitors, and almost all Oppo user polls received their device after the problem was fully resolved, Counterpoint noted.

Xiaomi received top ratings for both “explaining the problem” and solving it. Vivo and Oppo followed.

Xiaomi also delayed a physical visit to the service center by using its large online community to solve software problems remotely. Vivo and Oppo finished second and third on that front.

Counterpoint’s report also mentioned that nine out of ten respondents had their smartphones serviced within two visits, with Oppo and Xiaomi users reporting the lowest number of cases of visiting a service center twice for the same problem.

Pavel Naiya, a senior analyst at Counterpoint, said in the report that two-thirds of respondents received their smartphones within a day. He also mentioned that around half of those surveyed said that the parts needed to maintain their phones are available from the service center. For parts that were brought in from outside, more than 8 in 10 respondents said that they received their devices within three days.

“Due to the COVID-19 pandemic, many customer service processes in India and abroad have been affected,” said Naiya. “In these circumstances, leading brands have taken initiatives to digitize the service delivery process, reduce waiting times, and maintain contactless delivery.”

Samsung is said to have had the best experience at maintaining the contactless delivery and collection of smartphones. However, use of gloves and face shields was more common in Vivo service centers, followed by Samsung, the report said.

Arushi Chawla, a research fellow at Counterpoint Research, said it was vital for customer service to have sufficient resilience to provide services during the coronavirus pandemic.

The survey conducted by Counterpoint found a sample size of approximately 1,000 respondents who completed customer service by visiting exclusive / authorized service centers in Ahmedabad, Bengaluru, Chennai, Kolkata and Noida.

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