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?
- Use of a service offering: 79% of respondents had contact with a customer service department in the last 12 months - Above-average use among under-35s and people with higher incomes.
- Expectations of waiting times are high: on the phone, 37% of Germans expect a waiting time of less than 1 minute. Emails should be answered within 24 hours and on social media a response should be given after one hour at the latest.
- Trust in response quality is still highest with personal contact. This is reflected in satisfaction with the various contact channels. Chatbots are the channel with the lowest trust and satisfaction. So trust and satisfaction tend to be higher the more personal/"human" the contact is.