Xiaomi India today announced its 1000th service centre in Hyderabad and also stated that its service centres are spread across more than 600 cities. Alongside the service centres announcement for smartphones, the company also announced 500 authorised service centres for Mi TVs across India. Back in June 2017, Xiaomi launched its 500th authorised service centre in Bengaluru and a year later, the Chinese company announced its 1000th service centre. Xiaomi also stated that it witnessed a substantial 100% growth in its service centre initiatives, earning a Customer Satisfaction (CSAT) score of 86% with an industry Field Failure rate (FFR) at less than half of the industry average since June 2017. Furthermore, Xiaomi’s after sales team recorded a Turn Around Time (TAT) with 95% cases resolved within four hours of repair time and an average of 84% cases witnessed their issues resolved in just two hours.
RedQuanta, the research firm recently released 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, said RedQuanta.
Upon celebrating the 1000th service centre, Manu Jain, Vice President, Xiaomi and Managing Director, Xiaomi India shared that, “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 workforces 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. Xiaomi introduced an 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 the customer waiting time at the service centres within a year of its implementation. Another interesting initiative taken by Xiaomi India is Online Tracking, which is found on Mi.com wherein customers with an ongoing request are able to track the status of their submitted device.