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Mi India ranks no.1 in after sales services: RedQuanta

India, 17th May 2021: Mi India, the country’s number 1 smartphone and smart TV player, has emerged as the no.1 brand in after sales services, as per a study by Red Quanta, a leading consumer intelligence firm. The study established the fact that owning a Mi India device provides the assurance of a smooth after-sales experience for customers. The findings are based on an expansive study conducted by RedQuanta across tier 1 and tier 2 markets with over 8000 respondents.

The objective of the study was to understand brands’ commitment to their customers after the sale was already made & to measure a customers’ happiness quotient post purchase.  The brands were measured against six parameters that make up the journey of a consumer seeking after sales services, namely infrastructure & ambience at service facility, Covid-19 safety parameters, smoothness of service initiation, staff interaction, turnaround time for service completion and quality of issue resolution.

Commenting on the announcement, Muralikrishnan B, COO, Mi India says, “At Mi India, gaining and strengthening the Trust & Satisfaction of our users is paramount. We realize that the Quality of our devices and our robust After sales service practices go a long way in reinforcing trust in the brand.

We have an expansive After Sales service network covering over 600+ districts in the country and have always pushed the boundaries in terms of delivering services including but not limited to online appointments, transparent spare parts pricing, COVID safety norms, quick & efficient repairing process, minimizing wait time, etc.

We are very happy to know that our efforts are being recognized. We are proud to top the charts for our after sales services and be recognized as consumers’ favorite. Recognitions like these motivate us to strive harder to exceed the benchmarks we have set for ourselves.”

When compared with other brands, Mi India had the highest percentage (85%) of completely satisfied customers, in the premium category (over INR 20,000 price segment), followed by OnePlus, Apple, and Samsung. In the non-premium category as well, Mi India led the charts with the highest percentage (51%) of completely satisfied customers followed by OnePlus. Furthermore, Mi India also ranked no.1 in CSAT scores in premium and non-premium categories.

Methodology

  • Parameters included: Infrastructure & ambience at service facility, Covid-19 safety parameters, smoothness of service initiation, staff interaction, turnaround time for service completion and Quality of issue resolution
  • Conducted physical interviews of customers entering and exiting the service centers of 7 different phone brands including Mi India 


About RedQuanta

RedQuanta is a global consumer intelligence firm. They enable businesses to listen to customer expectations outside and make transformational changes inside. Over a decade in business, RedQuanta has helped many of the world’s most iconic brands to understand their consumers better.

About Xiaomi Corporation

Xiaomi Corporation was founded in April 2010 and listed on the Main Board of the Hong Kong Stock Exchange on July 9, 2018 (1810.HK). Xiaomi is an internet company with smartphones and smart hardware connected by an Internet of Things (IoT) platform at its core.

With an equal emphasis on innovation and quality, Xiaomi continuously pursues high-quality user experience and operational efficiency. The company relentlessly builds amazing products with honest prices to let everyone in the world enjoy a better life through innovative technology.

Xiaomi ranked 3rd globally in terms of smartphone shipments in the fourth quarter of 2020. The company has also established the world’s leading consumer AIoT (AI+IoT) platform, with 324.8 million smart devices connected to its platform, excluding smartphones and laptops. Xiaomi products are present in more than 100 countries and regions around the world. In August 2020, the company made the Fortune Global 500 list for the second time, ranking 422nd, up 46 places compared to 2019. It also ranked 7th among internet companies.

Xiaomi is a constituent of the Hang Seng Index, Hang Seng China Enterprises Index, Hang Seng TECH Index and Hang Seng China 50 Index.

Mi India has been the number 1 smartphone player since Q3 2017 as per IDC Worldwide Quarterly Mobile Phone Tracker, February 2021 release.

Mi India has been the number 1 Smart TV brand since Q2 2018 as per IDC Worldwide Quarterly Smart Home Device Tracker, December 2020.

For more information about the company, please visit https://blog.mi.com/en/