Xiaomi has achieved a new milestone by opening its 1000th authorized service center in India in Hyderabad. This includes 500 service centers for Mi TV. It opened its 500th service center in Bengaluru back in June last year. Xiaomi’s service centers are now in over 600 cities in 4 years since the company entered India. The company said that it has over 6000 workforce contributing to the service network.
Xiaomi says that it has emerged as the industry leader in after sales service against other players, based on an independent study by Red Quanta. It also said that it has earned a Customer Satisfaction (CSAT) score of 86% with an industry Field Failure rate (FFR) at less than half of the industry average and the company’s after sales team recorded an Turn Around Time (TAT) with 95% cases resolved within 4 hour repair time and an average of 84% cases been resolved in just 2 hour repair time.
To improve the customer satisfaction, Xiaomi has have taken new initiatives such as
- E-token system which offers customers the privilege to save time and pre-book a visit to their nearest service center on Mi.com or Mi Store app, thereby experiencing a 72% reduction in the customer waiting time at the service centers within a year of its implementation
- Online tracking which is found on Mi.com wherein customers with an ongoing request are able to track the status of their submitted device.
- TV installation e-services which prioritize customer preference by allowing them to pre-book their TV installation timings
Manu Jain, Vice President, Xiaomi and Managing Director, said:
At Xiaomi, our focus is on making innovation accessible to everyone. We make this happen by delivering best specs with high quality at an honest pricing. Therefore, we extend quality across all our pillars including customer service. As an internet company at heart, we continue to innovate across customer experience by offering efficient after sales solutions that promote greater convenience and additional joy to our customers.
After sales is one of the most important functions in Xiaomi and it is the second biggest workforce in our India team. With over 6000 workforce contributing to the service network, we are building a strong network of dedicated employees who are focused on providing the best quality to our customers.