OPPO ranked as the #No 1 brand in customer satisfaction for After-sales:  Counterpoint Research

by Suman Gupta

• OPPO recognized as the fastest brand in turn-around time during after sales & the most cost -effective as per the study

• Second year in a row, OPPO appreciated by users for its after sales services

National: December, 2020: In pursuit of constantly listening to customers and empowering them with ease & convenience,  OPPO was ranked as the No.1 brand in customer satisfaction for aftersales. The second in the series, this recognition reiterates how OPPO has revolutionized its after-sales experience for customers with its consumer-first-approach.

The research conducted across top six metro cities found that OPPO leads in after-sales service experience with 93% of the respondents rating their experience as “very good” or “excellent”. Waiting time was the lowest among OPPO customers with about half of the respondents being attended within just 15 minutes of their arrival, the report, said.

Mr. Elvis Zhou, President, OPPO India said, “We are ecstatic at being recognised as the number 1. Smartphone brand in customer satisfaction for after sales by Counterpoint research.  With our underline vision ‘Technology for Mankind, Kindness for the world, we aim to bring all the benefits to users. This accreditation is a testimony to our efforts in ensuring highest customer satisfaction while making the world around each of our user better in every way that we can. As we continue to grow and strengthen our footprint in India, we will keep on innovating and delivering extraordinary experiences to more and more people”

Owing to the Covid- 19 pandemic, the study mentioned  that service status update was a vital part of customer support. OPPO was leading in customer support with most of the users receiving status updates through WhatsApp and SMS.  As per the study, OPPO was the fastest in turn-around time during after sales delivery with maximum respondents receiving their device on the same day.

With a strong focus of maintaining its spare parts, almost all respondents among OPPO users received their device after full resolution of their current issue. As a result, satisfaction after the current service was highest among OPPO users. Also, recognized at the most cost-effective brand, OPPO users spent the least amount on out-of-warranty smartphones as compared to other brands.

Keeping in mind the current trying situation and the need to maintatin social distance, earlier this year OPPO announced its ‘Go Green Go Digital’ initiative where the brand has introduced digital invoices for their customers across service centres in the country. Under this, all the OPPO service centres are sharing repair invoices with customers through WhatsApp Broadcast. The brand also introduced a dedicated AI powered Chatbot called ‘Ollie’ that is available 24X7 for consumers to resolve 94.5% of their queries. During the nationwide lockdown a human chat support on WhatsApp was also started to  support customers 24X7 in resolving their queries. This was first-of-its-kind initative by any smartphone brand to assist it’s users.

OPPO strive to provide comprehensive customer experience across verticals has revolutionized the after sales experience for the customers. With a robust network of over 500 exclusive service centers across 500+ cities, the brand has serviced consumers even from the remotest places in the country.

About OPPO India: OPPO is a leading global smart device brand. Since the launch of its first smartphone – “Smiley Face” – in 2008, OPPO has been in relentless pursuit of the perfect synergy of aesthetic satisfaction and innovative technology. Today, OPPO provides a wide range of smart devices spearheaded by the Find and Reno series. Beyond devices, OPPO provides its users with ColorOS and internet services like OPPO Cloud and OPPO+. OPPO operates in more than 40 countries and regions, with 6 Research Institutes and 4 R&D Centers worldwide, as well as an International Design Center in London. The recently opened, first-ever R&D centre outside of China, in Hyderabad, is playing a pivotal role in the development of 5G technologies. In line with OPPO’s commitment to Make in India, the manufacturing at Greater Noida plant has been increased to 50 million smartphones per year. According to IDC report, OPPO has been ranked 4th with an 88.4% year on year growth in Q4 2019.