Xiaomi has today announced its 1000th service center in Hyderabad, with service centers spread across more than 600 cities. Alongside the service centres, the company also announced 500 authorised service centers for Mi TVs across India.
Xiaomi launched its 500th authorized service center in Bengaluru in June 2017. As per the press release shared by the company, there is a substantial 100% growth in its service center initiatives, earning a Customer Satisfaction (CSAT) score of 86% with an industry Field Failure rate (FFR) at less than half of the industry average highlighting the impressive quality and reliability standards of the company’s devices. Furthermore, Xiaomi’s after sales team recorded an incredible Turn Around Time (TAT) with 95% cases resolved within 4 hour repair time and an average of 84% cases witnessed their issues resolved in just 2 hour repair time.
RedQuanta, the research firm recently led a market research of the top 10 brands in the industry and the efforts taken to build the service quality ecosystem. The report concluded that Xiaomi proved to be the leader in after-sales services for customers. Customers appreciate early issue resolution as the imperative factor in their satisfaction with a brand and Xiaomi has emerged as a winner in this facet.
Manu Jain, Vice President, Xiaomi and Managing Director, Xiaomi India on the 1000th service center said “At Xiaomi, our focus is on making innovation accessible to everyone. We make this happen by delivering best specs with high quality at an honest pricing. Therefore, we extend quality across all our pillars including customer service. As an internet company at heart, we continue to innovate across customer experience by offering efficient after sales solutions that promotes greater convenience and additional joy to our customers. After sales is one of the most important functions in Xiaomi and it is the second biggest workforce in our India team. With over 6000 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”.
Xiaomi India has introduced multiple initiatives which are inspired by the efficiency of the internet, and made the after-sales service for Xiaomi users more enhanced, leading to a lower wait time, reduced TAT and higher CSAT. Few of these initiatives are:
E-token system which offers customers the privilege to save time and pre-book a visit to their nearest service centre on Mi.com or Mi Store app, thereby experiencing a 72% reduction in customer waiting time at the service centers within a year of its implementation.
Online tracking which is found on Mi.com wherein customers with an ongoing request are able to track the status of their submitted device.
TV installation e-services which prioritize customer preference by allowing them to pre-book their TV installation timings, instead of the usual practice of relying at a company’s behest.