OPPO India has secured the top spot in customer satisfaction for after-sales service, with 62% of its customers rating their in-store experience as “very satisfactory.”
This recognition, reported by Counterpoint Research in August 2024, is based on a survey of over 2,000 customers from the top five smartphone brands in India.
Conducted across 13 Tier 1 and Tier 2 cities, the survey included customers of OPPO India, realme, Samsung, vivo, and Xiaomi. OPPO India stood out in key areas, including repair quality, costs, resolution speed, transparency, staff expertise, and multilingual communication.
Key Categories: Counterpoint Research
- After-Sales Experience: 62% of OPPO customers rated their service centre experience as “very satisfactory,” compared to 58% for vivo and 57% for Samsung.
- Transparency: OPPO India leads in transparency, with 78% of repairs completed in customers’ presence, closely followed by Xiaomi at 77%.
- Speed of Resolution: OPPO resolves issues for 35% of its customers within an hour, ahead of Samsung at 34%.
- Repair Quality: 57% of OPPO customers expressed high satisfaction with repair quality, while vivo scored 52%.
- Cost Satisfaction: 51% of OPPO customers were very satisfied with repair costs, while vivo and Xiaomi were at 45%.
- Multilingual Support: 48% of OPPO customers communicated with service representatives in languages other than English and Hindi, the highest among all brands.
- Staff Knowledge: 56% of customers were very satisfied with the staff’s knowledge about issues, with Samsung and vivo at 49%.
- Trustworthiness: Customers commonly described OPPO India as “trustworthy” and “genuine.”
- Service Centre Location: OPPO has the highest satisfaction rate for service centre locations at 51%, followed by vivo at 46%.
Currently, OPPO India operates over 560 exclusive service centres across 500+ cities and 25,000+ pin codes. The company launched the OPPO Self-Help Assistant in March 2024, allowing users to resolve smartphone issues digitally, in line with the Government of India’s “Right to Repair” initiative. This feature is available for all OPPO handsets launched in the last five years.
OPPO India also introduced its new generation 3.0 service centres in 2022, focused on providing a transparent after-sales service experience. Customers visiting these service centres can witness product demonstrations and face-to-face repairs for complete transparency.
Speaking about the company’s achievements, Savio D’Souza, Head of Product Communications at OPPO India, said,
At OPPO India, we have revamped our after-sales service model to better serve our customers through initiatives like Service Centre 3.0 and the OPPO Self-Help Assistant. Being recognized as the number one brand in India for customer satisfaction in after-sales validates our commitment to providing a timely, transparent, reliable, and cost-effective experience for our users.