Counterpoint mentioned that issues associated to charging, software program (or ‘hanging’), and show had been discovered to be the most typical.
Oppo emerged because the primary model in buyer satisfaction for after-sales service with 93 p.c of the respondents ranking their expertise “glorious” or “superb”, adopted by Vivo at 85 p.c, Xiaomi at 81 p.c, and Samsung at 81 p.c.
Along with buyer satisfaction, Oppo was thought-about the quickest in after-sales service turnaround with 73 p.c of the respondents saying that they acquired their units on the identical day. Realme, which is notably an Oppo spin-off, got here second on that entrance. As many as 72 p.c of the respondents claimed to have acquired their Realme telephones on the identical day. Vivo got here third with 68 p.c.
Buyer ready time was additionally the bottom for Oppo. Counterpoint claimed that about half of the respondents had been attended to inside 15 minutes of their arrival at an Oppo service centre. Realme, Samsung, and Xiaomi intently adopted Oppo.
Oppo additionally maintained its spare components higher than its rivals, and nearly all of the respondents amongst Oppo customers acquired their system after full decision of the difficulty, Counterpoint famous.
Xiaomi was rated the very best on “rationalization 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 acquired their smartphones serviced inside two visits, with Oppo and Xiaomi customers reporting the least variety of cases of getting visited a service centre twice for a similar downside.
Counterpoint Senior Analyst Pavel Naiya mentioned 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 mentioned that the components required for servicing their telephones had been obtainable on the service centre. In case of components introduced from exterior, greater than eight out of 10 respondents mentioned that they acquired their units inside three days.
“As a result of COVID-19 pandemic, many after-sales service processes have been affected in India and overseas,” mentioned Naiya. “Beneath these circumstances, main manufacturers have taken initiatives to digitise the service supply course of, scale back wait occasions and keep contactless supply.”
On the a part of sustaining contactless submission and assortment of smartphones, Samsung is alleged to have offered the most effective expertise. Utilization of hand gloves and face shields was, nonetheless, extra widespread at Vivo service centres adopted by at Samsung, in accordance with the report.
Counterpoint Analysis Affiliate Arushi Chawla mentioned that it turned essential for after-sales service to have sufficient resilience to offer companies in the course of 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.
