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  • 2018 Corporate Responsibility Report

Awards for our service

	 TÜV Rheinland: Prädikat „gut“ für Telekom Service

TÜV Rheinland: a “good” rating for Deutsche Telekom’s service
For the sixth time in a row, TÜV Rheinland awarded our hotline, our technical service, and the Telekom shops the coveted “tested customer satisfaction” quality seal based on a representative survey. Some 2,550 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

DEUTSCHLANDTEST 2018: Service King
For the fourth time in a row, DEUTSCHLANDTEST surveyed customers’ service experiences in 34 branches nationwide. Deutsche Telekom was the winner in the Telecommunications category for the third time in a row, with customers 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.

Deutschlandtest 2017 „Beste Service App"

Double flat rate for internet and phone

Focus Money tested the best double flat rate for making landline calls and surfing the web in collaboration with the online portal Check24, scrutinizing aspects such as price, service, and rate conditions. Deutsche Telekom came out on top in this comparison in the “Service” sub-category.

Deutschlandtest 2017 „Service-König“

2018 CHIP hotline test for fixed-line and mobile telecommunications
In collaboration with Statista, one of the largest market research companies, CHIP completed a major hotline test in 2018. Over an eight-week time frame, the hotlines for new customers of a total of 141 companies from 12 industries 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 in the “Mobile Communications” category for its hotline and was the test winner in the Customer Service category. In the “Fixed Network” category, the hotline was also rated as “very good” in the overall assessment.


CHIP Hotline Test 2018 Festnetz und Mobilfunk

Connect 2018 “Broadband Hotline Test”

The magazine Connect carries out an annual review of the broadband/fixed-network hotlines of the various providers.

The current test confirms that Deutsche Telekom offers the best fixed-network infrastructure and the best hotline. Aspects such as accessibility, wait time, costs, friendliness of employees, and the quality of information were assessed.

Auszeichnung mit dem “International Business Excellence Award” 2017

Connect 2018 “Best Service App”

The trade journal Connect asked which was the “Best Service App” in the telecommunications sector this year. The service apps of network operators Deutsche Telekom, O2, and Vodafone were tested. Deutsche Telekom’s MagentaSERVICE app was the test winner with a rating of “exceptional”.

 

Honored with the International Business Excellence Award 2018

Deutsche Telekom once again won the “International Business Excellence Award” in 2018 in the categories “Customer Experience and Voice of the Customer” and “Telecommunications and Information” for its Voice of the Customer program, an international customer contact analysis. The program collects customer feedback across all contact channels. More than five million feedback responses are collected this way every year and used to optimize customer service. The system is already in use in twelve European countries.

 

T-Mobile Austria wins “International Customer Experience Award”

T-Mobile Austria received two distinctions for its messaging service at the ceremony to mark the 2018 International Customer Experience Awards. The T-Mobile service won the coveted award in the categories “Contact Center” and “Best Digital Strategy”. The messaging function offers customers a location-independent service that is not tied to opening hours. Service advisers therefore have time for longer investigations, which in turn allows the customer to remain in contact with a single contact until the case is resolved.