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

According to Counterpoint Research, OPPO India topped in customer satisfaction for after-sales. No less than 62 percent of its customers rated the in-store after-sales services of the company as “very satisfactory.” Counterpoint surveyed 13 tier 1 and tier 2 cities among customers of Samsung, Vivo, Realme, OPPO, and Xiaomi, and OPPO India emerged as the front-runner with utmost satisfaction.

Counterpoint Research surveyed over 2,000+ customers of the five Android brands on their after-sale service experience. Satisfaction exists in key areas, including repair quality, costs, speed to resolution, transparency, and staff expertise and multilingual communication.

Counterpoint Survey Findings

• After-sales experience: OPPO tops at 62 percent, followed by Vivo and Samsung at 58 percent and 57 percent, respectively.
• Transparency: Here again, OPPO is at the top with 78 percent of its repairs taking place in customers’ presence, followed closely by Xiaomi at 77 percent.
• Speed of resolution: OPPO again headed this department as well by resolving 35 percent of its customer grievances within an hour. Samsung is at 34 percent.
• Repair quality: 57 percent of OPPO India customers are satisfied with the quality of the repairs. Vivo follows closely at 52 percent.
• Cost: Of OPPO India, 51% feel that the cost to resolve an issue is satisfactory. This comes in second after Vivo and Xiaomi at 45%.
• Support for multiple languages: 48% of OPPO India customers communicated with service representatives in languages other than English and Hindi. This is the highest within competition.
• Staff Knowledge: 56 percent of OPPO India customers were extremely 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: Here OPPO topped the market share in the location of the service centre with 51 percent, followed by Vivo at 46 percent.

OPPO’s After-sales support comprises 560+ exclusive service centers in 500+ cities across 25000+ pin codes and this further gets complex through digitally-led Self-Help Assistant, as is prescribed by GoI’s ‘Right to Repair’ framework.