OPPO India has made significant strides in customer satisfaction regarding its after-sales service, achieving a remarkable 62% rating from its customers who describe their in-store experience as “very satisfactory.” This accolade, highlighted in a recent Counterpoint Research report from August 2024, is based on a comprehensive survey of over 2,000 customers across the five leading smartphone brands in India.

OPPO India Tops Customer Satisfaction Ratings with 62% Approval in After-Sales Service - Key Findings from Counterpoint Research Survey - Before You Take 1

Overview of the Survey

Conducted in 13 Tier 1 and Tier 2 cities, the survey evaluated customer experiences with major brands, including OPPO India, realme, Samsung, Vivo, and Xiaomi. OPPO stood out in multiple categories, reflecting its commitment to delivering superior after-sales service.

Key Highlights from Counterpoint Research

After-Sales Experience

Customer Satisfaction: OPPO India leads with 62% of customers rating their service center experience as “very satisfactory.” This is a notable achievement compared to its competitors: vivo (58%) and Samsung (57%).

Transparency in Service

Repair Process: OPPO excels in transparency, with 78% of repairs being completed in customers’ presence, closely followed by Xiaomi at 77%. This approach enhances customer trust and confidence in the brand.

Speed of Resolution

Quick Turnaround: OPPO resolves issues for 35% of its customers within an hour, surpassing Samsung, which stands at 34%. This quick response time contributes significantly to overall customer satisfaction.

Repair Quality

High Standards: A noteworthy 57% of OPPO customers expressed high satisfaction with the quality of repairs, compared to vivo’s 52%. This emphasizes OPPO’s commitment to excellence in service.

Cost Satisfaction

Affordable Services: 51% of OPPO customers reported being very satisfied with repair costs, while both vivo and Xiaomi recorded 45%. This competitive pricing enhances OPPO’s appeal among budget-conscious consumers.

Multilingual Support

Communication: OPPO provides robust multilingual support, with 48% of customers able to communicate with service representatives in languages other than English and Hindi, leading the industry in this aspect.

Staff Expertise

Knowledgeable Staff: 56% of customers rated the staff’s knowledge about issues as “very satisfactory,” while Samsung and vivo recorded 49%. This highlights the effectiveness of OPPO’s training programs.

Trustworthiness

Brand Reputation: Customers frequently describe OPPO India as “trustworthy” and “genuine,” which significantly influences their loyalty and likelihood of recommending the brand.

Service Centre Locations

Accessibility: OPPO boasts the highest satisfaction rate for service center locations at 51%, followed by vivo at 46%. Accessibility is crucial for customer convenience and satisfaction.

OPPO’s Commitment to Service Excellence

Currently, OPPO India operates over 560 exclusive service centers across more than 500 cities and covers over 25,000 pin codes. In alignment with the Government of India’s “Right to Repair” initiative, the company launched the OPPO Self-Help Assistant in March 2024, enabling users to resolve smartphone issues digitally. This feature is available for all OPPO devices launched in the last five years.

Additionally, OPPO introduced its new generation 3.0 service centers in 2022, designed to enhance transparency in after-sales service. Customers visiting these centers can witness product demonstrations and face-to-face repairs, further ensuring a trustworthy service experience.

Conclusion

Savio D’Souza, Head of Product Communications at OPPO India, expressed pride in the company’s achievements and the positive feedback from customers. The company’s focus on transparency, speed, and quality of service has established OPPO as a leader in after-sales customer satisfaction. As it continues to innovate and enhance its service offerings, OPPO India remains committed to exceeding customer expectations and setting industry standards for after-sales service excellence.

Via @ counterpointresearch