What customers really care about when it comes to phone repairs in 2025

The mobile phone market is changing rapidly, and so are customers’ expectations when it comes to phone repairs. In 2025, customers expect more than just a quick repair: they want transparency, quality, and convenience. Discover the 3 key success factors for your repair shop by reading our blog.

1. Fast Phone Repairs

Nowadays, customers expect phone repairs to be completed within a day, preferably within just a few hours. Long waiting times are a reason for them to immediately turn to the competition.

To serve your customers optimally, it’s important to always keep enough parts in stock. Make sure you have a generous supply of the most common parts for popular smartphones. Below you’ll find an overview of parts for frequently requested devices:

iPhone 16 Pro Max

• Displays
• Batteries
• Back covers

Samsung Galaxy S25 Ultra

• Displays
• Batteries
• Back covers

Google Pixel 9 Pro

• Displays
• Batteries
• Back covers

Also, make sure to keep accessories for popular smartphones in stock to serve your customers even better. For example, consider products for the iPhone 17 series, such as the iPhone 17, 17 Pro, 17 Pro Max, and 17 Air.

Communicate clearly what customers can expect regarding repair time, for example: “Ready within 3 hours.” This way, they immediately know what to expect and you prevent frustration or confusion. By setting realistic and transparent timeframes, you build trust and increase the chances of repeat visits.

Ensure a smooth workflow where intake, diagnosis, and repair are well coordinated. The fewer steps and waiting times, the faster you can return the phone to the customer. A well-organized process saves time, leads to satisfied customers, and enables you to complete more repairs in a single day.

Did you know that research by NEMO-Q shows customer satisfaction drops by as much as 18% when the waiting time is longer than expected?

Transparency in pricing and parts

Price and used parts are decisive factors when choosing a repair shop. Customers want:

Customers want to know exactly how much a repair will cost upfront, with no surprises afterward. Therefore, communicate clear and transparent pricing. By providing clarity in advance, you build trust and lower the barrier for choosing your service.

Make sure to clearly communicate the quality of the parts you use in a repair, such as Service Pack or Pulled components.

Offer customers different options, for example parts in various price ranges and quality levels. This way, customers can choose what best fits their budget and needs.

Tip: Put your price list online or offer quick quotes via WhatsApp for maximum transparency.

Trust in craftsmanship

Due to the presence of unreliable providers, consumers increasingly value trustworthy craftsmanship. Make sure to provide:

Positive customer reviews on Google, Trustpilot, and social media show new customers that you are reliable and provide excellent service. Actively collect feedback and encourage satisfied customers to leave a review — this strengthens your online reputation and improves your visibility. 

Certifications and quality marks, such as those from Techniek Nederland or ESD certificates, demonstrate that you work professionally and according to the correct standards. They give customers extra confidence that their device is in good hands. Clearly display these qualifications on your website, in your store, and across your communication channels.

A professional appearance of both the store and staff. First impressions matter, and they start with a neat, well-organized store and staff who look professional. Customers are more likely to entrust their device to a business that looks well-maintained and where employees come across as customer-focused and knowledgeable. A professional appearance not only conveys quality but also increases the chances of repeat visits and positive word-of-mouth.

Conclusion

In 2025, phone repair is more than just a technical task, it’s a complete customer experience. Speed, transparency, and craftsmanship are no longer optional but essential to attract and retain customers. Keep an up-to-date stock of popular parts, be clear about pricing and quality, and actively build trust through certifications and customer reviews.

Those who master these three success factors position themselves as reliable and professional repair partners that customers want to return to. Ready to make your repair shop future-proof? Now is the time to elevate your processes and customer experience to the next level.

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