Service Center Customer Research for Smartphone Brand

Presented by Channelplay Limited

Challenge

The client wanted to evaluate the performance of its smartphones' service centers in comparison with relevant competitor service centers. The key metrics were decided in agreement with the client and competitor benchmarking on various parameters was incorporated in the study.

Proprietary solution

Approach

• Secondary research to figure out the details of service centers of the competition brands in various cities
• Customer selection criteria included those whose mobile phones were under warranty and complete repair has happened
• The surveyors conducted exit interviews outside the service centers and conducted interviews with customers who fulfilled the selection criteria
• A good mix of all types of customers were covered who were a part of client’s target group

Result

Outcome

The client got relevant insights against its most relevant competition about the following:

• Standard timelines to resolve different types of repair issues
• Communication practices followed by different players
• Customer Satisfaction basis the time taken and quality of repair
• Customer’s overall satisfaction with the service center
• Net Promotor Score comparison with competition
• Best practices followed by competition
• Improvement areas for client

About this project

Business issue:

Brand / product / service launch Brand / product / service repositioning

Market research specialties

Corporate Image/Identity Research Attitude & Usage Research Controlled Store Tests Brand Positioning

Presented by:

Channelplay Limited
Data Collection:
Full Service
Mystery Shopping

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