What do German consumers expect in terms of service? What is more important, good accessibility or good advice? Which aspects of customer service most influence customer satisfaction? The study provides answers to these and other questions. Use the findings as a benchmark for your service KPIs and stay up-to-date - what do German consumers expect?
Customer service of high relevance: 73% of respondents have had contact with a customer service department in the last 12 months
Confidence in response quality remains highest with personal contact. This is also reflected in satisfaction with the various contact channels.
The demands on waiting times remain high: On the phone and chat, a response should be provided within 4 minutes, emails should be answered within 24 hours, and on social media, a response should be provided after a few hours at the latest or significantly faster.