According to customer satisfaction surveys, OPPO India earned the top spot in after-sales satisfaction with 62% of customers rating the service as ‘very satisfactory’. Counterpoint Research conducted a survey of 2,000+ customers among the top five smartphone brands in India in August 2024. With its new generation centres, OPPO India is elevating the customer experience through a customer-first approach.
A survey of OPPO India, realme, Samsung, Vivo, and Xiaomi customers has been conducted across 13 Tier 1 and Tier 2 cities. There were several areas where OPPO India excelled, including repair quality, costs, resolution speed, transparency, and staff expertise.
Key Categories:
- After-Sales Experience: 62% of OPPO India customers were ‘very satisfied’ with the after-sales service centre experience. Its 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. This is ahead of Samsung at 34%.
- Repair quality: 57% of OPPO India customers reported high satisfaction with the quality of the repair. It is 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%
OPPO India currently operates over 560 exclusive service centres across 500+ cities and 25,000+ pin codes. The OPPO Self-Help Assistant, in line with the Government of India’s “Right to Repair” initiative, was launched in March 2024. All OPPO handsets launched within the last five years are equipped with this feature.
A new generation 3.0 service center was also introduced by OPPO India in 2022. It focused on providing a transparent after-sales service experience. In these service centers, customers can witness product demonstrations and face-to-face repairs.
