Best customer experience with "C1 - customers first"
The "C1 – customers first" program plays an important part in implementing our Guiding Principle "Customer delight and simplicity drive our action." The program ran from 2012 to 2016 and was designed to increase customer satisfaction, reinforce customer loyalty to Deutsche Telekom, create positive customer experiences, and spark enthusiasm. We implemented the following measures in 2016:
Successful customer program: C1 takes stock
The C1 program was ended successfully at the end of 2016 after five years. Since the start of the program, our customers' willingness to recommend us has seen a positive development, with a total index process tracking of 7.36 points in 2016 in comparison to 7.16 points in 2012. Key factors in the positive development were, first and foremost, programs like the welcome sent after a move, the personal switch advisor, and the continual improvement and automation of internal processes. We were able to achieve a slight improvement of 0.01 points in comparison to the previous year.
Furthermore, we consistently increased our TRI*M2016 reached a record 59 points (up from 52 points in 2012). We also achieved the best result to date for the overall TRI*M index for Germany of 60 points in 2016. This is an increase of 4 points in comparison to the annual value from 2012 (56).index values measured for customer loyalty. Consumer loyalty in
Ongoing measures in our C1 program will be transferred to existing service structures or other projects in 2017.
Awards for our service
TÜV Rheinland: rating of "good" for Telekom Service
| Deutschland TEST 2016: best online service |
Deutsche Telekom has the best online customer service in Germany. That was the finding of a study by "Deutschland Test" (a brand of the magazine Focus Money) and "Statista." The study evaluated the online customer service of 40 companies from the telecommunications, insurance, banking, and transportation industries. Service chats and communities were evaluated in the assessment, as was the quality of dialog through social networks like Facebook and Twitter .
| Deutschland TEST 2016: „Service-König“ |
Deutschland Test investigated customer service quality across Germany in 34 different industries for the second time. Deutsche Telekom is the winner in the Telecommunications category. Customers in the 40 largest German cities were surveyed for the test. This means a total of over 300,000 votes were recorded and evaluated.
| CHIP hotline test 2017 |
In collaboration with Statista, one of the largest market research companies, CHIP completed a major hotline test in 2017. Over a period of 8 weeks, they tested the service hotlines of a total of 150 companies from 12 industries with over 9,000 test calls, then summarized their findings in rankings. The testing focused particularly on the topics of customer service, wait time, availability, and transparency.
Deutsche Telekom was rated as "excellent" overall for its mobile communications hotline, and was the test winner in the Customer Service category. The fixed-network hotline was also rated as "excellent" in the overall assessment.
"Double flat rates" reviewed by Focus Money
The comparison site Check24.de completed a comprehensive test in April 2016 for FOCUSMONEY to investigate the price-performance ratio of double flat rates for fixed-line telephony and Internet service from a total of ten telecommunications and cable providers. The providers' price, service, and rate conditions were reviewed.According to the study, customers received the "best service" from Deutsche Telekom.
Customer service wins European Business Award
Honored with the International Business Excellence Award