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Johannes Maisack

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TÜV survey: Deutsche Telekom increases customer satisfaction again

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  • Deutsche Telekom has been awarded the TÜV "Verified Customer Satisfaction" seal of approval once again
  • Customers give the telco's hotline, shops, and technical service grades higher than 2.0
  • Continuous improvements are taking hold: best values since measurements began
Deutsche Telekom has been awarded the TÜV "Verified Customer Satisfaction" seal of approval once again.

Deutsche Telekom has been awarded the TÜV "Verified Customer Satisfaction" seal of approval once again.

Deutsche Telekom has satisfied customers, as TÜV Rhineland has once again confirmed in a representative survey. 

Specifically, the organization asked 2,550 customers in February 2019 about how they rate Deutsche Telekom's service. The questions involved competency, reliability, and friendliness in the three places where Deutsche Telekom has contact with its customers: technical service and the Telekom Shops received the coveted TÜV seal of approval for the seventh time. The free customer service hotline, 0800 330 1000, was reviewed for the twelfth time running. 

Deutsche Telekom improved its service quality once again, beyond the values from the previous year. It also achieved the best ratings since measurements began. 

Dirk Wössner, Managing Director of Telekom Deutschland, is pleased with this success: "We give it our all day in and day out to make sure our customers are satisfied. Service is a key factor here, along with the best products and the best networks. That's why we work constantly to make our services even simpler, more innovative, and more reliable. We are thrilled that our customers are noticing this and giving us positive ratings."

The overall scores are calculated from the perceived competency, reliability, and friendliness of Deutsche Telekom's employees. The surveyed customers gave the hotline service an average rating of 1.96 (on a scale of 1-6, where 1 is the best value), topping the previous year's figure of 2.08. The technical service earned an average rating of 1.66 (previous year: 1,76), while the Telekom Shops were rated with an average of 1.65 (previous year: 1.70).

TÜV Rhineland has conducted regular surveys on customer satisfaction with Deutsche Telekom's service hotlines since 2001. In 2013, the organization also began collecting ratings on the service quality of the Telekom Shops and the company's technical service.

Deutsche Telekom enhances its services continually: examples include the MeinMagenta app, the free call-back service, and automatic voice recognition for authentication. More information (in German).

Full results of the February 2019 survey

Surveyed customers

2,550 (representative survey)

Overall result

Good

Hotline

  • Competency 1.63
  • Reliability 2.01
  • Friendliness 1.36 

The surveyed customers gave the hotline service an average rating of 1.96.

Technical Service

  • Competency 1.47
  • Reliability 1.6
  • Friendliness 1.36 

The surveyed customers gave the technical service an average rating of 1.66.

Telekom Shops

  • Competency 1.49
  • Reliability 1.49
  • Friendliness 1.33

The surveyed customers gave the Telekom Shops an average rating of 1.65.


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