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  • 2017 Corporate Responsibility Report
2017 Corporate Responsibility Report

Service quality

Here is a selection of material topics from the 2017 CR-Report. More information can be found in the chapter Customers & products.

Awards for our service


 

	 TÜV Rheinland: Prädikat „gut“ für Telekom Service TÜV Rheinland: a "good" rating for Deutsche Telekom’s service  
For the fifth time in a row, the TÜV-Rheinland awarded Detusche Telekom's customer service, technical service and Telekom Shop sales organization the coveted "tested customer satisfaction" quality seal based on a representative survey. Some 2,670 customers in Germany were polled for the study in a representative random sampling. The three service organizations earned high marks in the areas of reliability, competence and friendliness, in particular.
Deutschlandtest 2017 „Online-Service“ – Focus Money

Focus Money’s DEUTSCHLANDTEST 2017: Online Service
The market research institute Statista conducted the BEST Online Service study on behalf of DEUTSCHLANDTEST. The goal of the survey was to find out which companies earned the highest marks from customers with regard to the quality of digital customer dialog. Deutsche Telekom was awarded BEST Online Service both within the telecommunications sector as well as across sectors. Deutsche Telekom also nabbed BEST Online Service in the Scope of Offer and Service Quality category.

Deutschlandtest 2017 „Beste Service App"

DEUTSCHLANDTEST 2017: Best Service App
DEUTSCHLANDTEST decided to find out what the "Best Service App img" is. To this end, 46 apps from five sectors were evaluated by 2,000 surveyed users.
Deutsche Telekom's MagentaSERVICE APP was the winner in the telecommunications sector and earned second place in the overall ranking. Deutsche Telekom also won the Functional Scope category.

Deutschlandtest 2017 „Service-König“

DEUTSCHLANDTEST 2017: Service King
For the third time in a row, DEUTSCHLANDTEST surveyed customers' service experiences in 34 branches nationwide. Deutsche Telekom was the winner in the Telecommunications category for the second time in a row, with customers thereby confirming that Deutsche Telekom offers excellent service. Customers in the 40 largest German cities were surveyed for the test. A total of over 300,000 votes were recorded and evaluated.

CHIP Hotline Test 2018 Festnetz und Mobilfunk
CHIP Hotline Test 2018 Festnetz und Mobilfunk

CHIP hotline test 2018 for fixed-line and mobile telecommunications
In collaboration with Statista, one of the largest market research companies, CHIP completed a major hotline test in 2017. Over an eight-week time frame (end of June – start of September 2017), the new customers hotlines of a total of 141 companies from 12 branches were tested. More than 8,600 tests were carried out and subsequently summarized in rankings. The testing focused particularly on the topics of customer service, availability, wait time and transparency. Deutsche Telekom was rated as "very good" overall for its mobile new customers hotline and was the test winner in the Customer Service category. The fixed-network new customers hotline was also rated as "very good" in the overall assessment.

Auszeichnung mit dem “International Business Excellence Award” 2017

Distinction with the International Business Excellence Award 2017
In 2017 Deutsche Telekom once again received the International Business Excellence Award in the Customer Experience & Voice of the Customer category. It also won the Telecommunications and Information category this year for the Voice of the Customer program, our international customer contact analysis. The program collects customer feedback across all channels of contact. More than five million feedback responses are collected this way every year, which are used to optimize customer service. The system is already in use in twelve European countries.

1 x Silber und 2 x Bronze beim The Loyalty360 - Customer Loyalty Awards

One Silver and two Bronze Loyalty-360  Customer Loyalty Awards
Deutsche Telekom was honored for its Voice of the Customer program at the 2017 Loyalty-360 Awards. We received a Bronze Award for the Customer Experience & Engagement and the Measurement categories. Deutsche Telekom also won a Silver Award in the 360-Degree Award category. The program provides international customer contact analysis used to collect customer feedback across all channels of contact. More than five million feedback responses are collected this way every year, which are used to optimize customer service. The system is already in use in twelve European countries.