The results of the audit Gewählt zum Kundenservice des Jahres 2021

Published on 2020-10-07

  • International Audit „Gewählt zum Kundenservice des Jahres“ (Customer Service of the Year in Germany) successfully completed in German
  • Partially excellent customer service performance despite the influence of the Corona virus
Mainz, 29.09.2020 – In Spain, England, Morocco, Tunisia and France they are well known: the winners of the audit "Gewählt zum Kundenservice des Jahres". The results of the successful format for Germany are determined and winners will be announced in November! From November 5, one day after the award ceremony, the winners will be able to share their victory and the joy of it with customers.


Results in detail

All participants showed the strongest performance on their websites - with 86.2% this channel scores best of all 5 contact channels on average.

There is hardly an industry that has been spared the consequences of the Corona crisis. The customer service industry also had to react quickly to handle the increased volume of customer inquiries. The overall performance of all channels clearly illustrates that the e-mail, chat and telephone channels have been most affected by the Corona crisis. The main reason is the lack of availability of support staff behind these channels.

The chat has proven to be the contact medium with the highest potential for optimization across all participants. In the live chat, as well as in the communication with the chatbot, especially the personal elements such as addressing the customer by name and the clear identification of the customer advisors can be further developed.

The evaluation of the results has shown that the Corona virus had and continues to have a strong impact on the customer service of many participating companies. Nevertheless, the award winners were able to show an exceptional performance with an availability in the telephone channel of 97%. This year's award winners are therefore on average almost 20% more accessible than the rest of the competition (here the figure is 78.1%).

Successfully through the crisis

Despite the Corona crisis, the first edition of the German audit with 19 participants got off to one of the best starts in international comparison. The participants also successfully passed the tests: the majority of the companies proved how quickly and efficiently they can react to unforeseen events and continue to provide an excellent service experience to their customers even in difficult times.

Press contact
Gewählt zum Kundenservice des Jahres
Im Niedergarten 10, 55124 Mainz
Maturin Craplet