OPPO has the best Android after-sales service in India, reveals Counterpoint survey | Tech Tips

According to Counterpoint Research, OPPO India is the market leader in customer satisfaction for after-sales. A total of 62 percent of its customers rated their in-store after-sales services as ‘very satisfactory’. Counterpoint surveyed 13 tier 1 and tier 2 cities among customers of Samsung, Vivo, Realme, OPPO, and Xiaomi, with OPPO India emerging as the front-runner with utmost satisfaction.

Counterpoint Research carried out a survey comprising 2,000+ customers among the five Android brands to measure their after-sale service experiences. Customers are satisfied in key areas like repair quality, costs, speed of resolution, transparency, staff expertise and multilingual communication.

Findings from the Counterpoint survey

• After-sales experience: OPPO took the lead with 62 percent followed by Vivo and Samsung at 58 percent and 57 percent, respectively.
• Transparency: OPPO again leads in this department with 78 percent of repairs done in customers’ presence, followed closely by Xiaomi at 77 percent.
• Speed of resolution: OPPO led this department too by resolving 35 percent of its customer issues within 1 hour. Samsung is at 34 percent.
• Repair quality: 57 percent of OPPO India customers are satisfied with the quality of repairs. Vivo closely follows at 52 percent.
• Cost: In terms of cost, 51 percent of OPPO India customers are satisfied with the cost of fixing the issue. This is followed by Vivo and Xiaomi at 45 percent.
• Multilingual support: 48 percent of OPPO India customers conversed with service representatives in languages other than English and Hindi. This is the highest among the competition.
• Staff Knowledge: 56 percent of OPPO India customers were very satisfied with the knowledge of the staff regarding the issue. Samsung and Vivo are at 49 percent each.
• Trustworthiness: Counterpoint says that Trustworthy” and “Genuine” are the most popular words used by customers to describe OPPO India.
• Service centre location: At 51 percent, OPPO has the highest share of customer satisfaction concerning the service centre locations, followed by Vivo at 46 percent.

OPPO’s after-sales support spans 560+ exclusive service centres in 500+ cities across 25000+ pin codes and this is complicated with digitally-led Self-Help Assistant, in line with GoI’s (Government of India’s) ‘Right to Repair’ framework.

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