THESE ARE THE WINNERS OF "VOTED CUSTOMER SERVICE OF THE YEAR 2026"!

On November 5, 2025, Germany’s best customer service teams were honored for the sixth time at the Gibson Club in Frankfurt. 
Within the audit and competition “Customer Service of the Year”, 16 companies from a total of 17 industries impressed with their outstanding service quality. 

To earn the coveted seal, participants had to prove themselves in an intensive mystery audit over several weeks. 
Alongside achieving a minimum overall score, the top position within each category was decisive – the seal is awarded only once per industry. 

With this year’s edition, the competition continues its international growth: in addition to Germany, Austria, Switzerland, France, Spain, the United Kingdom, Morocco, Senegal, and Tunisia, Canada will officially join from 2026 onwards. 

The 16 Winners of the “Customer Service of the Year 2026” Award 

The Testing Phase 

From May 19 to July 25, 2025, companies from 17 industries faced mystery test requests. 
Over a ten-week period, nearly 7.500 tests were conducted across five channels: telephone, email, chat, social media, and website navigation. 
Up to 15 criteria were assessed – including soft skills, communication quality, accessibility, response time, and overall customer experience. 

Importantly, only the winners are publicly highlighted – rankings or non-winners are not disclosed. 

This ensures that the competition remains a constructive benchmarking tool, highlighting development potential without publicly comparing companies. 

Results and Key Trends 

Overall, participants achieved an average score of 69 out of 100 points, with results ranging from 34 to 88 points. 

The strongest overall performer in 2025 was Michelin, achieving 88 points. 
The best individual channel was Internet, with Vodafone leading at 99.6 points. 

Once again, the data shows: Accessibility remains the key success factor. 
Companies with faster response times achieved better overall results across nearly all channels. 

While chat and social media continue to show room for improvement, the Internet and telephone channels performed significantly above average. 

Customer Service as a Success Factor 

According to the Customer Service Barometer 2025*, service quality remains the decisive driver of brand perception: 

A clear signal that customer closeness is becoming ever more crucial for brand success. 

Voices of the Winners 

Roman Melcher, Managing Director of dm Germany, emphasizes the importance of empathy and attitude in daily interactions: 

“This recognition is a wonderful affirmation of our colleagues’ daily dedication – in our ServiceCenter, in stores, and at the dm-dialogicum. Our goal is to treat every customer encounter with appreciation, competence, and genuine service orientation. We are delighted that this commitment is being noticed and appreciated.” 

Tanguy Leon-Pflieger, VP Sales B2C Michelin Europe North, highlights Michelin’s holistic approach: 

“At Michelin, the needs of our customers are always at the center of everything we do. This award confirms that our commitment and the effort of our service teams truly make a difference.” 

Guido Weissbrich, Member of the Management Board at Vodafone, describes customer service as a lived passion: 

“For us, customer service is more than just a process – it’s a true passion. We listen actively, show empathy, and find solutions – quickly, individually, and on equal footing. This recognition shows that we’re on the right track.” 

After the Audit: Transparency & Development 

After the testing phase, each participating company receives a detailed performance report outlining its individual results. 
These are compared with anonymized results of competitors and the overall average across all participants – creating a clear benchmark within and across industries. 

The personal reporting takes place in October, followed by the official award ceremony in November, celebrating the winners. 
Not only award recipients are invited – the event is open to all who are passionate about customer service, whether as participants, professionals, or guests. 

An evening to celebrate service quality, share inspiration, and connect with others who believe in the power of exceptional service.