Overview:
Counterpoint Research conducted a series of quantitative consumer surveys on the smartphone brand-authorized service center in February 2024 across 26 cities via offline channels. The survey is designed to gather insights into people’s smartphone issues and their journey to the after-sales service center. The reports delve into understanding consumer experience and expectations around turnaround time, cost, and overall consumer experience. Further, the survey also tries to understand consumer experience with infrastructural amenities provided along with the attitude and knowledge/skills of the staff at the service center.
Table of Contents:
- Key Takeaways
- Brand benchmarking
- Smartphone issues/concerns
- First point experience upon entering the service center
- Solution/feedback provided by the service center
- Frequency of visits to the service center for the same problem
- Issue resolution
- Expected vs Actual
- For those, whose issue was resolved today
- For those, whose issue was not resolved today
- Cost of smartphone issue resolution by brand
- Infrastructure facilities provided at service centers
- Consumer experience
- Scope of improvement
- Research design
- Demographic details
- Methodology
- Appendix
Number of Pages: 32
Publishing Date: March 2024