Xiaomi India opens 1,000 services centers to attend customer issues

Qualcomm Snapdragon drives Xiaomi smartphoneLeading smartphone brand Xiaomi India on Tuesday announced the opening its 1,000 service centers in India by opening the latest center in Hyderabad.

Xiaomi India, the number one smartphone brand ahead of Samsung, Apple and Huawei, has opened service centers in more than 600 cities across India.

The company also announced 500 authorised service centers for Mi TVs across India.

Xiaomi in June 2017 launched its 500 service center in Bengaluru. Since then Xiaomi achieved 100 percent growth in its service center initiatives, earning a Customer Satisfaction (CSAT) score of 86 percent with an industry Field Failure rate (FFR) at less than half of the industry average.

Xiaomi India initiatives

The smartphone company started E-token system that offers customers the privilege to save time and pre-book a visit to their nearest service centre on Mi.com or Mi Store app, experiencing a 72 percent reduction in customer waiting time at the service centers.

The China-based smartphone company said the online tracking on Mi.com will assist users to track the status of their submitted device.

In addition, TV installation e-services prioritize customer preference by allowing them to pre-book their TV installation timings.

Xiaomi India said its after sales team recorded a Turn Around Time (TAT) with 95 percent cases resolved within 4 hour repair time and an average of 84 percent cases witnessed their issues resolved in 2 hour repair time.

A recent RedQuanta report said that Xiaomi proved to be the leader in after sales services for phone customers. Customers appreciate early issue resolution as the imperative factor in their satisfaction with a brand. Xiaomi has emerged as a winner.

“After sales is one of the most important functions in Xiaomi and it is the second biggest workforce in our India team. With over 6,000 workforce contributing to the service network, we are building a strong network of dedicated employees who are focused on providing the best quality to our customers,” Manu Jain, managing director of Xiaomi India, said.