In the ever-competitive smartphone market, it’s not just about who has the best camera or the fastest processor anymore. According to a recent survey by Counterpoint Research, OPPO India is winning hearts where it often matters most: after-sales service. The study revealed that 62% of OPPO India customers rated their in-store after-sales experience as ‘very satisfactory,’ placing the company at the top among India’s leading smartphone brands.
Conducted across 13 Tier 1 and Tier 2 cities, the survey polled over 2,000 customers from OPPO India, realme, Samsung, vivo, and Xiaomi. OPPO India led the pack in key areas such as repair quality, transparency, speed of resolution, staff expertise, and multilingual communication—proving that good service is not just an add-on but a necessity.
Transparency seems to be OPPO India’s calling card, with 78% of repairs performed right under the customer’s nose. In an age where trust is paramount, watching your phone get fixed is apparently a big deal. Xiaomi isn’t far behind, clocking in at 77% for on-the-spot repairs. It’s clear that face-to-face repair experiences are a significant factor, as nine out of ten customers highlighted this as important.
Speed is another arena where OPPO India shines. For those who can’t bear to be separated from their devices for long (and who can, these days?), the company resolved issues for 35% of its customers within an hour, nudging past Samsung at 34%. When it comes to repair quality, 57% of OPPO India’s customers reported high satisfaction, ahead of vivo’s 52%. It seems that quick and quality service is not a zero-sum game after all.
Cost can often be the elephant in the room during repairs, but OPPO India appears to have tamed it. Over half of its customers (51%) were very satisfied with the cost of fixing their smartphones, outpacing vivo and Xiaomi, both at 45%. Affordable repairs without compromising on quality? Sounds like a win-win.
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Communication is key, and OPPO India seems to have taken this to heart by offering multilingual customer support. A whopping 48% of customers interacted with service representatives in languages other than English and Hindi—the highest among all brands surveyed. In a country as linguistically diverse as India, this approach undoubtedly enhances customer satisfaction.
Staff expertise also gets a thumbs-up, with 56% of customers expressing high satisfaction. Samsung and vivo trail slightly at 49% each. The most popular words used to describe OPPO India were “Trustworthy” and “Genuine,” indicating a strong positive perception of the brand’s after-sales service.
Location, location, location—it’s not just a real estate mantra but also a customer service one. OPPO India excels here too, with 51% of respondents very satisfied with the service center location, followed by vivo at 46%. With over 560 exclusive service centres spread across more than 500 cities and covering 25,000 pin codes, it’s clear that OPPO India is making itself accessible.
The company’s initiatives like the Service Centre 3.0 and the OPPO Self-Help Assistant seem to be hitting the right notes. Launched in March 2024, the OPPO Self-Help Assistant allows consumers to resolve smartphone issues without setting foot in a service centre. Covering all OPPO handsets launched in the last five years, this digital service aligns with the Government of India’s ‘Right to Repair’ framework.
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The new generation 3.0 service centres, introduced in 2022, focus on providing a transparent repair experience. Customers can witness product demonstrations and have face-to-face repairs, adding an extra layer of trust to the service process.
These survey results suggest that OPPO India’s strategy to prioritize customer satisfaction in after-sales service is paying off. In a market where smartphones are becoming increasingly similar in features, the post-purchase experience might just be the new battleground for consumer loyalty.
