Winners of the customer service audit honoured online

Published on 2020-11-05

- 6 companies with excellent service performance win the award in their categories

- Süddeutsche Zeitung, official media partner reports on customer service and winners


Mainz, 05.11.2020 - The grand final of the customer service competition "Gewählt zum Kundenservice des Jahres 2021" (Voted Customer Service of the Year 2021) took place in an online award ceremony on 4 November 2020. CEO Maturin Craplet, together with the host Julian Button, unveiled the winners of the first German edition for the audience.


The interest in getting to know the winners was great and confirmed the importance of excellent customer service. 19 participants from 9 categories competed against each other to win the title. A total of 6 winners were honoured with the award "Gewählt zum Kundenservice des Jahres 2021” (Voted Customer Service of the Year 2021). The winners of the first edition are:


- Weltbild - category "mail order”

- 1&1 IONOS - category "hosting services”

- Michelin - category "tyre manufacturers”

- iRobot - category "household appliances

- Rajapack Germany - category "office supplies & business equipment”

- Möbel Martin - category "furniture trade”


In today's print edition, our media partner Süddeutsche Zeitung reports exclusively on the winners. In addition to the special article on the subject of customer relations, an online advertorial will be published at the same time. Read about the winners here:

 - https://kundenservicedesjahres.de/pdf/forms/SPECIAL-Sueddeutsche-Zeitung-05.11.2020.pdf
 - https://advertorial.sueddeutsche.de/armonia/wer-schaffte-es-ins-herz-der-kunden/

All participants went through a stress test from 25 May to 31 July. Considering the guiding question "How does my customer service perform?", a ten-week test phase was realised, during which the companies had to face 225 mystery test requests in each of five channels: telephone, e-mail, internet navigation, social media and chat. The tests were conducted by consumers who were able to record the experience in detail with the help of a criteria catalogue. The customer service audit is already known in France, Spain, Morocco, Tunisia and England.


This year, the participants have successfully passed the tests despite all challenges: the majority of the companies have proven how quickly and efficiently they can react to unforeseen events and continue to offer their customers an excellent service experience even in difficult times. The full awards ceremony, interviews with CEOs, partners and the secret of how these 6 companies made it to the podium are available online: https://youtu.be/jmt1SQh6FCQ