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Benchmarks Aftersales Services of Major Telecom Players in India: Xiaomi Wins Top Spot, Three Quarters in a Row

In a study focused on aftersales services in the telecom retail sector, evaluated major smartphone brands on metrics like technical support, spare part availability, service TAT and service quality. The study involved face-to-face interviews with more than 2000 real buyers across the country.

And it turned out that it’s not quality alone that makes Xiaomi a hot favorite among Indian consumers; aftersales excellence is another area that drives immense consumer validation and loyalty for the brand.

A comprehensive assessment of the customer journey

How quickly customers get to initiate a grievance (at a service center/on telephonic support), how adept service staff is at understanding and resolving an issue and the TAT within which a customer receives their phone after a repair: we took it all into account, and found Xiaomi to be delivering an exemplary customer experience at every step.

Xiaomi’s winning strategy

In terms of overall brand performance, Xiaomi ranked on top followed by OnePlus and Apple. These results resonate with the company’s goals of building a robust service network throughout the country.

Xiaomi already has 2000 Authorized Service Centers in India and is looking forward to achieving even greater coverage. There is also another very interesting plan in place: piloting a service van in the NCR for two-three months and eventually expanding the same to other cities.

The youngest company to have made it to the Fortune 500 club, Xiaomi entered the Indian market in 2014 and has since grown radically. According to another study on quality perception among Indian buyers, it had bagged the highest scores on grounds of quality and value-for-money of its products.

The report was covered by Economic Times on July 25, 2019.

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