Oppo Is the Top Brand for Customer Satisfaction in India, Survey Shows
Indians spend Rs. 2,400 on an average for getting their out-of-warranty smartphones serviced, research firm Counterpoint said in a report based on a consumer survey. Counterpoint highlighted that one in every four smartphone owners in Ahmedabad, Bengaluru, Chennai, Kolkata, and Noida, will visit a service centre within six months of purchasing a new smartphone. It added that Oppo, Vivo, Xiaomi, and Samsung have the highest customer satisfaction rate for after-sales service in the country.
Counterpoint said that problems related to charging, software (or ‘hanging’), and display were found to be the most common.
Oppo emerged as the number one brand in customer satisfaction for after-sales service with 93 percent of the respondents rating their experience “excellent” or “very good”, followed by Vivo at 85 percent, Xiaomi at 81 percent, and Samsung at 81 percent.
In addition to customer satisfaction, Oppo was considered the fastest in after-sales service turnaround with 73 percent of the respondents saying that they received their devices on the same day. Realme, which is notably an Oppo spin-off, came second on that front. As many as 72 percent of the respondents claimed to have received their Realme phones on the same day. Vivo came third with 68 percent.
Customer waiting time was also the lowest for Oppo. Counterpoint claimed that about half of the respondents were attended to within 15 minutes of their arrival at an Oppo service centre. Realme, Samsung, and Xiaomi closely followed Oppo.
Oppo also maintained its spare parts better than its competitors, and almost all the respondents among Oppo users received their device after full resolution of the issue, Counterpoint noted.
