Xiaomi launched its 2000th Authorized Service Center (ASC) today in Delhi. With service centers spread across over 680 cities, Xiaomi also emerged as the first industry brand to be certified under ISO 9001 and 14001 for the after sales quality management systems, highlighting the brand’s consistent efforts to deliver consistent and high quality experience to its customers.
As per the recent Red Quanta research report on after sales service quality for Q1 2019, Xiaomi leads among top smartphone players in the nation for its superior after sales service for three quarters in a row. Also, in a benchmarking study conducted by AC Nielsen, it was identified that Xiaomi is amongst the top performing brands, and its after sales services was perceived as one of the key strengths along with customer service experience.
Furthermore, the brand consistently continues to achieve Field Failure rate (FFR) at less than half of the industry average (as per internal reports) highlighting the remarkable quality and reliability standards of the company’s devices.
Xiaomi’s after sales team recorded an incredible Turn Around Time (TAT) with 96% of cases resolved within 4 hours and an average of 93% of cases witnessed their issues resolved in just 2 hours. The brand also witnessed a strengthened CSAT score, achieving an exceptional 92% of resolved cases resulting in absolute consumer satisfaction.. Adding to that, 97% of the Mi TVs were successfully installed within the brand’s commitment time towards its smart TV customers.