Zählerweg 1
CH – 6300 Zug
Tel.: +41 41 211 211 0
Fax: +41 41 211 211 1
frank.dornach@kundenmonitor.eu
rene.rieder@kundenmonitor.eu
CH – 6300 Zug
Tel.: +41 41 211 211 0
Fax: +41 41 211 211 1
frank.dornach@kundenmonitor.eu
rene.rieder@kundenmonitor.eu
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General Informations
Kundenmonitor Germany
Since 1992 the results of Kundenmonitor Germany have been published annually. Each year approximately 20 industries are examined and 200 companies rated in representative telephone and online interviews. About 80,000 opinions on service quality and customer orientation of different providers can be collected each year in Germany.
Kundenmonitor Germany 2009: Good Customer Service in the Crisis
The Kundenmonitor Germany survey 2009 shows that the current economic situation seems to have no impact on the customer orientation of many companies. Only investment companies and big banks are confronted with a decline in customer satisfaction.
Top Performances in Customer Satisfaction
In 2009 companies with the highest score of overall customer satisfaction are:
| Supplier | Mean* | Industry |
|---|---|---|
| Medikamente-per-klick.de | 1,57 | Online Pharmacies |
| Sanicare | 1,58 | Online Pharmacies |
| Google Mail | 1,61 | E-Mail Providers |
| Aldi Talk | 1,67 | Mobile Service Providers |
| Doc Morris | 1,69 | Online Pharmacies |
| Simyo | 1,74 | Mobile Service Providers |
| Shop-Apotheke | 1,75 | Online Pharmacies |
| DKB Deutsche Kreditbank | 1,84 | Direct Banking |
| Yahoo Mail | 1,85 | E-Mail Providers |
| Debeka Krankenversicherung | 1,87 | Public and Private Health Insurance Companies |
| Toyota Werkstätten | 1,87 | Car Repair Shops |
| Sparda-Banken | 1,89 | Banks and Savings and Loans |
| BMW Werkstätten | 1,89 | Car Repair Shops |
| GEK Gmünder Ersatzkasse | 1,91 | Public and Private Health Insurance Companies |
| Fielmann | 1,92 | Opticians |
| Mercedes-Benz Werkstätten | 1,93 | Car Repair Shops |
| Ford Werkstätten | 1,95 | Car Repair Shops |
| ING-DiBa | 1,95 | Direct Banking |
| Debeka Bausparkasse | 1,95 | Building Societies |
| Budnikowsky | 1,96 | Drug and Variety Stores |
| Miele Kundendienst | 1,96 | Household Appliance Repair Services |
| ADAC | 1,97 | Automobile Associations |
| AOL | 1,97 | E-Mail Providers |
| Hotmail | 1,97 | E-Mail Providers |
| SBK Siemens-Betriebskrankenkasse | 1,98 | Public and Private Health Insurance Companies |
| dm Drogeriemarkt | 1,98 | Drug and Variety Stores |
| QVC | 1,98 | TV Home Shopping |
| Das Futterhaus | 1,99 | Pet Supplies |
*Mean value of overall satisfaction using a scale from »completely satisfied« (1) to »dissatisfied« (5)
Study Design 2009
Over the period between March and August 2009 29,463 persons were interviewed about 29 industries for Kundenmonitor Germany 2009. The interviews were conducted by CATI (Computer Assisted Telephone Interviewing) and CAWI (Computer Assisted Web Interviewing).
For a detailed overview please check the downloads on the left.