As many as four in ten smartphone consumers in India must visit service centers multiple times to resolve device issues, according to a survey conducted by Counterpoint Research. Display-related problems accounted for 31% of cases, followed by battery and performance concerns. This underlines how after-sales services remain a challenge in the overall smartphone ownership journey.
First visit resolutions vary by brand
The study found that only 61% of respondents had their issues resolved on the first visit. Among brands, Samsung, Xiaomi and Apple led in first-time resolutions. For those who managed to resolve their problems, 47% said repairs were completed within four hours, with Xiaomi leading at 52%, followed by Apple and vivo.
Repair costs influence satisfaction
The cost of repair continues to be a concern, with 43% of consumers describing expenses as somewhat high to very high. Xiaomi emerged as the leader in affordability, with 37% of its customers paying less than INR 1,000 (about €11). This combination of speed and affordability has helped the brand improve consumer confidence and strengthen loyalty.
Service quality shapes brand trust
Research Director Tarun Pathak explained that after-sales service has become a vital factor in brand perception. Transparent communication, affordable pricing and efficient turnaround times build trust and confidence. Senior Analyst Arushi Chawla added that Xiaomi’s 69% satisfaction rate shows the importance of balancing cost and service quality, while many customers also praised staff friendliness and infrastructure.
Accessibility and transparency still lacking
According to the survey, 59% of respondents found service centers easy to access. Top satisfaction drivers included repair quality (47%) and timely resolution (46%). However, 30% of customers felt pricing information was not explained clearly, creating frustration. While most expressed positive emotions after their visits, 16% reported negative feelings such as regret or disappointment.
Clear opportunities for improvement
The findings highlight opportunities for brands to reduce replacement part costs, improve communication of service charges, and expand convenient solutions such as door-to-door pickup and delivery. As smartphones become increasingly vital for daily activities such as banking and entertainment, reliable after-sales services are critical to maintaining trust and loyalty.
Market
Trade-in
Repair
Refurbishing
