Oppo India leads in customer satisfaction for after-sales: Survey

Oppo India has earned No. 1 position in customer satisfaction for after-sales with 62 per cent of its customers rating their in-store after-sales service as ‘very satisfactory’. The survey was conducted by Counterpoint Research in August 2024 and comprised over 2,000 customers. It included India’s top five smartphone brands and aimed at measuring their after-sale service experiences. 

The survey was conducted across 13 Tier 1 and Tier 2 cities among customers of Oppo India, Realme, Samsung, Vivo, and Xiaomi. Oppo India emerged as a front-runner with ‘very satisfied’ customers in key areas of repair quality, costs, speed of resolution, transparency, staff expertise and multilingual communication.

“Being recognised as the No. 1 brand in India in customer satisfaction for after-sales is a validation of our efforts to deliver a timely, transparent, reliable and cost-efficient experience to our users," said Savio D’Souza, Head - Product Communications at OPPO India. 

After-Sales Experience: 62 per cent of Oppo India customers were ‘very satisfied’ with the after-sales service centre experience, followed by Vivo and Samsung at 58 per cent and 57 per cent, respectively.

Transparency: Oppo India leads in transparency, with 78 per cent of repairs performed in customers' presence, followed closely by Xiaomi at 77 per cent.

Speed of resolution: Oppo India leads in resolving issues for 35 per cent of its customers within an hour, ahead of Samsung at 34  per cent.

Repair quality: 57 per cent of Oppo India customers reported high satisfaction with quality of repair, followed by Vivo at 52 per cent.

Cost of fixing the issue: 51 per cent of Oppo India customers were very satisfied with the cost of fixing the issue with their smartphones, followed by Vivo and Xiaomi at 45 per cent each.

Multilingual support: 48 per cent of Oppo India customers interacted with service representatives in languages other than English and Hindi, the highest among the brands.

Staff Knowledge: 56 per cent of Oppo India customers were very satisfied with the knowledge of the staff regarding the issue, followed by Samsung and Vivo at 49 per cent 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 per cent) followed by Vivo at 46 per cent.