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2020 Corporate Responsibility Report

Awards for our service

TÜV quality seal for “tested customer satisfaction”
For the sixth time in a row, TÜV Rheinland awarded our hotline, our technical service, and the Telekom Shops the “tested customer satisfaction” quality seal based on a representative survey. Some 2,550 customers in Germany were polled for the study. Deutsche Telekom received the rating “good”, with an average grade of 2.0 or better in each of the individual categories.

“Connect” hotline test: Fixed network 2020
Our broadband/fixed network hotlines were also distinguished by “Connect” magazine in 2020 – likewise in the categories of accessibility, waiting time, staff friendliness, and quality of statements. With 426 out of 500 points, “Connect” named Deutsche Telekom the test winner in the fall – for best customer service.

“Connect” hotline test: Mobile communications 2020
Every year, “Connect” magazine tests the mobile hotlines of various providers and evaluates the categories of accessibility, waiting time, staff friendliness, and quality of statements. In issue 5/2020, “Connect” praised Deutsche Telekom’s customer service as “very good.” The magazine certified us as having the best mobile hotline with 436 out of 500 points.

“Connect” survey: Customer satisfaction – internet providers B2B 2020
In 2020, "Connect” and the Fachinstitut für Technikthemen (FifT, Specialist Institute for Technology Issues) again surveyed business customers (1,618 in total) about various internet providers. The survey was conducted online in the categories of customer service, brand/provider, network, and hardware and software (e.g., TV app). Deutsche Telekom emerged as the overall winner and impressed in particular in the network, brand/provider, and hardware and software categories.

“Connect” survey: Customer satisfaction – mobile providers B2B 2020
In 2020, “Connect” and FifT once again conducted a survey among 2,216 business customers about various mobile communications companies. The online survey assessed the categories of customer service, brand/provider, network, and software (e.g., smartphone app). Deutsche Telekom took first place, and particularly stood out in the customer service, network, and brand/provider categories.

CHIP hotline test: Fixed network and internet providers
In 2020, the trade magazine CHIP put hotlines for new customers in eight industries to extensive tests. The testers made 6,921 test calls and conducted 1,340 in-depth interviews. They tested Deutsche Telekom in the categories of fixed-network and internet providers, mobile providers, TV/VoD providers and hosting providers – and rated each in the categories of service, waiting time, accessibility, and transparency. This year for the first time, Deutsche Telekom was named the test winner in all four categories, also making it the best fixed-network and internet provider. In this category, we achieved the top score of 1.0 in the service and transparency categories.

CHIP hotline test: Mobile providers
Trade magazine CHIP tested hotlines for new customers in 2020 and named Deutsche Telekom test winner in the mobile provider category. We achieved the top grade of 1.0 in the service and transparency categories.

CHIP hotline test: TV and VoD providers
In the 2020 new customer hotline test, the trade magazine CHIP named Deutsche Telekom the test winner in the TV and VoD provider category – with the top score of 1.0.

CHIP hotline test: Hosting providers
Deutsche Telekom was also named test winner in the hosting provider category in the 2020 new customer hotline test from trade magazine CHIP. We received the top score of 1.0 in the service, waiting time and transparency categories.

“King of Service” 2020 by “Focus Money”
In 2020, Deutsche Telekom once again took first place in the customer satisfaction survey conducted by “Focus Money.” The trade magazine collected 282,391 customer votes for its survey. Deutsche Telekom came out top for the telecommunications sector, both on a national level and in 51 out of 56 cities.

Computer Bild”: Top Digital Assistant 2021
For the first time, “Computer Bild” and Statista tested the best digital assistants (service chatbots) from four industries (telecommunications, insurance, finance, utilities). At the end of 2020, Deutsche Telekom was recognized as having the best digital assistant within the telecommunications industry. User guidance, functionality, user experience, security, and ethics were evaluated.