Telekom Logo
  • 2019 Corporate Responsibility Report

How can
I help you?

A friendly voice at the end of the line is important because it immediately makes the conversation much more pleasant. Additionally, the use of new technologies can shorten the waiting time. But really good service is much more than that. More than 30,000 people work at Deutsche Telekom every day to make our service a bit better: customer advisors, technicians, specialists.

40000

engineer visits are handled by Telekom Service in Germany in one day.

100 million times a year

The Telekom Service employees in Germany handle the concerns of 46 million mobile and 30 million fixed network customers. Overall, that’s 100 million customer contacts each year! A demanding task – because our customers are entitled to expect their contacts to be able to give them expert advice on the latest products and technologies at all times. To that end, we offer a wide range of services: consulting, installation, and service from mobile and fixed networks to individual business customer solutions.
zitat

“Service is and will remain a human discipline! There is no machine, no matter how intelligent, that can replace a human with their expertise and empathy.” Ferri Abolhassan, Managing Director of Telekom Deutschland, Service

Many roads lead to service

We want to make it as easy as possible for our customers to contact us: whether by phone, app, chat, email or at a Telekom Shop.

1
MeinMagenta app

The MeinMagenta app provides fast help for lots of questions and an overview of usage and costs, bills, contracts, and order status. Customers can use the “Magic Button” to start a (video) chat with a consultant and speak with them personally.

2
„Telekom hilft“

In the „Telekom-hilft.de“ (Telekom helps) community, it is primarily customers helping other customers. Our customer advisors get involved whenever no solution can be found without their help or when customer data is needed to solve the problem. Tens of thousands of users are reached every day through the community.

3
Personal callback service

The personal callback service can be used within five days of the first contact by the customer. After the phone call, the customer receives a text with the information that the advisor just spoken to will call back at the customer’s request between 8 a.m. and 8 p.m.

4
Callback during
waiting time

When a customer contacts our service and finds that the announced waiting time is too long, they can request a callback from Deutsche Telekom in the voice menu to a phone number specified. The callback will then be made within the previously announced waiting time.

5
Team of Experts
(T-Mobile USA)

In the U.S., we offer all postpaid customers competent, personal contacts, in the shape of our „Team of Experts“, who can immediately assist with any questions. That way we avoid customers having to be forwarded multiple times. In Germany, too, more and more Telekom Experts (TEX) teams are ready to help.

6
„Mein
Telekom Techniker“

Planning for the next visit from an engineer is easier thanks to “Mein Telekom Techniker” (My Telekom Engineer): Customers receive a personalized link that lets them track the arrival time of our engineers in real-time. They can also reschedule their engineer appointment themselves with a few clicks and will receive a reminder text before the visit.

7
Computerhilfe experts for computer support:

If your PC, smartphone, etc. ever stop working, or questions crop up about an application, our Computerhilfe support experts can help – easily and conveniently by phone. If the problem can’t be solved by remote access, the experts will come to the customer’s home to help there.

8
Deutsche Telekom „Ideenschmiede“

Since 2018, our Ideenschmiede (think tank) has been offering interested parties the opportunity to help shape Deutsche Telekom’s products and services. The community now has more than 8,500 members working on more than 100 projects.

9
Digital Schutzpaket

Hacking attempts on private households have also been on the rise for years. Deutsche Telekom offers affected customers quick assistance with its Digital Schutzpaket. To prevent attacks from happening in the first place, Deutsche Telekom experts help protect home networks from hackers.


COMPUTER AID

What is more annoying than when the Internet stops working? Right: A service hotline that asks for a customer password. Both have an end now. Learn more

Rethinking customer service

Alongside well-established methods, our service also relies on innovative technologies to make contacting us even faster and more convenient. One example: Callers to our customer service in Germany no longer need to identify themselves with a customer number and password. Voice ID simplifies the process with the forgery-proof voiceprint: For this, the caller repeats a given sentence three times. At their next call, they simply repeat the sentence and are immediately identified by their voice. Our Digital Service Assistant also shortens waiting times: It’s an automated text chat channel available around the clock. If the problem can’t be solved via chatbot, customers will be put through to an employee who will continue the chat seamlessly.

We allow ourselves to be measured

How satisfied are our customers with us really? Like many large companies, Deutsche Telekom uses the international analysis system “TRI*M” to measure customer satisfaction. We use the “TRI*M index” to continuously gauge the strength of Deutsche Telekom’s customer relationships. The basis for the TRI*M index  img is a customer survey in all markets where we are active, with the exception of T-Mobile USA. In addition to service, network quality and cost-benefit ratio also play a role. In 2019, the Group-wide TRI*M Index was 67,3 points. Compared to 2018, this is a slight deterioration (68.5), which can mainly be attributed to changes in our systems business.

Award-winning service quality

We aim to provide the best service. In 2019, we once again received multiple awards for our efforts.

1
Connect

In a test by the magazine connect (4/2019), our mobile hotline took first place. In the magazine’s service app test (10/2019) the MeinMagenta app was rated “very good”.

2
TÜV

In 2019, we received the TÜV “tested customer satisfaction” quality seal. A total of 2,550 customers were asked how they rated Deutsche Telekom’s service with regard to competence, reliability, and friendliness.

3
CHIP

The trade magazine CHIP tested more than 140 company hotlines in October 2019. In the “Fixed Network and Internet” and “Mobile Communications” segments, the Telekom hotline received the best rating.

4
“King of Service”

In 2019, Deutsche Telekom once again took first place in the customer satisfaction survey conducted by Focus Money. The trade magazine collected more than 275,000 customer votes for its survey.

5
Connect mobile
network hotline
test 2019

Connect magazine conducts an annual review of broadband/fixed network hotlines from various providers. Their 2019 test confirmed that Deutsche Telekom has the best fixed network infrastructure and the best hotline.

6
“Best service
quality” in TESTBild

In 2019, TESTBild magazine used a reader panel to examine the service quality of several industries. Deutsche Telekom was the clear test winner in the mobile category.

7
Digital customer champion

According to a study by management consultants BearingPoint, Deutsche Telekom is the “Digital Leader in Europe”. In a multi-industry comparison, we took first or second place in four of the six rated categories.

Available quickly in an emergency

We often don’t realize how much we take telecommunications for granted until the service is not available. The fixed network can break down when storms cause severe damage to Deutsche Telekom lines. In such critical situations, a Deutsche Telekom crisis team convenes via conference call within 15 minutes. The team works closely with security services and disaster management bodies to ensure that the public can be reconnected as quickly as possible. Deutsche Telekom also has a team of specialists that steps in when the network infrastructure is severely damaged. For instance, when the historic flooding in 2013 led to the total shutdown of a Deutsche Telekom site in Bad Schandau, we were able to restart network operation within three days. Operations were moved to a container on stilts, which allowed us to set up 8,000 lines in just a short time. To ensure that all those affected are informed quickly, our regional technical managers contact the local mayors directly in the event of an incident. They provide information about the extent of the incident and also offer direct contact for any queries.