Indians spend Rs. 2,400 on a median for getting their out-of-warranty smartphones serviced, analysis agency Counterpoint stated in a report based mostly on a client survey. Counterpoint highlighted that one in each 4 smartphone house owners in Ahmedabad, Bengaluru, Chennai, Kolkata, and Noida, will go to a service centre inside six months of buying a brand new smartphone. It added that Oppo, Vivo, Xiaomi, and Samsung have the very best buyer satisfaction price for after-sales service within the nation.
Counterpoint stated that issues associated to charging, software program (or ‘hanging’), and show had been discovered to be the commonest.
Oppo emerged because the primary model in buyer satisfaction for after-sales service with 93 % of the respondents score their expertise “wonderful” or “superb”, adopted by Vivo at 85 %, Xiaomi at 81 %, and Samsung at 81 %.
Along with buyer satisfaction, Oppo was thought-about the quickest in after-sales service turnaround with 73 % of the respondents saying that they acquired their gadgets on the identical day. Realme, which is notably an Oppo spin-off, got here second on that entrance. As many as 72 % of the respondents claimed to have acquired their Realme telephones on the identical day. Vivo got here third with 68 %.
Buyer ready time was additionally the bottom for Oppo. Counterpoint claimed that about half of the respondents had been attended to inside quarter-hour of their arrival at an Oppo service centre. Realme, Samsung, and Xiaomi intently adopted Oppo.
Oppo additionally maintained its spare elements higher than its rivals, and nearly all of the respondents amongst Oppo customers acquired their gadget after full decision of the problem, Counterpoint famous.
Xiaomi was rated the very best on “clarification of the issue” in addition to resolution. It was adopted by Vivo and Oppo.
Xiaomi additionally delayed a bodily go to to the service centre by leveraging its giant on-line neighborhood to resolve software program points remotely. Vivo and Oppo got here second and third on that entrance, respectively.
Counterpoint’s report additionally talked about that 9 out of 10 respondents received their smartphones serviced inside two visits, with Oppo and Xiaomi customers reporting the least variety of situations of getting visited a service centre twice for a similar downside.
Counterpoint Senior Analyst Pavel Naiya stated within the report that two-thirds of the respondents acquired their smartphones inside a day. He additionally talked about that about half of the respondents stated that the elements required for servicing their telephones had been out there on the service centre. In case of elements introduced from outdoors, greater than 8 out of 10 respondents stated that they acquired their gadgets inside three days.
“Because of the COVID-19 pandemic, many after-sales service processes have been affected in India and overseas,” stated Naiya. “Underneath these circumstances, main manufacturers have taken initiatives to digitise the service supply course of, scale back wait instances and keep contactless supply.”
On the a part of sustaining contactless submission and assortment of smartphones, Samsung is alleged to have offered one of the best expertise. Utilization of hand gloves and face shields was, nonetheless, extra widespread at Vivo service centres adopted by at Samsung, in keeping with the report.
Counterpoint Analysis Affiliate Arushi Chawla stated that it grew to become essential for after-sales service to have sufficient resilience to offer companies throughout the coronavirus pandemic.
The survey carried out by Counterpoint carried a pattern measurement of about 1,000 respondents who had accomplished after-sales service by visiting unique/authorised service centres in Ahmedabad, Bengaluru, Chennai, Kolkata, and Noida.
Why are smartphone costs rising in India? We mentioned this on Orbital, our weekly expertise podcast, which you’ll be able to subscribe to by way of Apple Podcasts, Google Podcasts, or RSS, obtain the episode, or simply hit the play button beneath.