A survey has revealed that Huawei, Oppo and OnePlus are the three brands that ranked high in customer satisfaction survey by Numr Research. The survey uncovered the Net Promoter Score (NPS) for various phone brands in India. It revealed that Oppo has garnered the top spot in the survey, followed by OnePlus and Huawei.
Furthermore, popular brands like Xiaomi, Samsung and Vivo scored low in the overall NPS score board. The results are based on the survey that was conducted by Numr Research, which is a market research company in India. Additionally, over 500 users completed the survey, who were between 25 and 60 years of age.
In case you are not aware, the NPS is basically a metric for calculating customer satisfaction and loyalty. It is a proven marketeer’s tool based on a single question – on a scale of 0-10, how likely are you to recommend (a company or a service) to your friends, family or colleagues?
Apart from OnePlus, Oppo, Huawei, brands like Apple (NPS of 68), Xiaomi (NPS of 66), Lenovo (NPS of 64) and Samsung (NPS of 63) have garnered almost close scores. Vivo, one of the top brand in terms of marketing spends and sales, fell far behind with a score of only 25, as per the survey.
“This fiercely competitive market now has multiple products at every imaginable price point. In this environment, the NPS score helps in predicting who will win the war,” said Amitayu Basu, CEO, Numr Research. “With OPPO leading the way with 84 percent NPS score, world leaders like Samsung and Apple are left to lick their wounds in their ever-decreasing market share pie,” Basu said. Besides, the survey also revealed that 52 percent of users use only one phone, while 42 percent of users use two devices.
Besides, shipments of premium phones priced at Rs 30,000 and above grew by 33 percent in the June quarter compared to the year-ago period. “This growth was mainly driven by new flagship launches from OnePlus in terms of OnePlus 7 series, price cuts from Apple for its iPhone XR and aggressive promotions from Samsung for Galaxy S10 series. Second-quarter was the first-ever quarter when premium smartphone segment had the highest number of models, offering wide variety of choice for consumers,” Counterpoint said.
– With inputs from IANS