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Kundenmonitor Germany
Since 1992 the results of Kundenmonitor Germany have been published annually. Each year approximately 30 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 2011: Consumers Highly Aware of Poor Service
Currently consumers react very sensitive to certain service deficits of companies. While traditional/classic dimensions of service quality, as for example friendliness, gain new toplevels, at the same time these established drivers lose momentum on customer satisfaction and loyality growth.
If companies fail to provide for customer advantages such as special rates for green energy or userfriendliness in online banking, advice given along with online sales or a cost airbag offered by some mobile service providers, this lack is regarded by consumers as poor service and leads to dissatisfaction.
Top Performances in Customer Satisfaction
In 2011 companies with the highest score of overall customer satisfaction are:
| Supplier | Mean* | Industry |
|---|---|---|
| Congstar | 1,56 | Mobile Service Providers |
| Europa Apotheek Venlo | 1,65 | Online Pharmacies |
| Aldi Talk | 1,66 | Mobile Service Providers |
| medikamente-per-klick.de | 1,67 | Online Pharmacies |
| apotal.de | 1,68 | Online Pharmacies |
| Shop-Apotheke | 1,74 | Online Pharmacies |
| blau.de | 1,76 | Mobile Service Providers |
| Apo-Discounter | 1,77 | Online Pharmacies |
| Sanicare | 1,77 | Online Pharmacies |
| Doc Morris | 1,77 | Online Pharmacies |
| Zooplus | 1,81 | Pet Suppliers |
| MyCare | 1,82 | Online Pharmacies |
| Simyo | 1,82 | Mobile Service Providers |
| VfG Versandapotheke | 1,85 | Online Pharmacies |
| SBK Siemens-Betriebskrankenkasse | 1,87 | Public and Private Health Insurance Companies |
| HUK24 Kfz-Versicherung | 1,88 | Automobile Insurance Companies |
| Fielmann | 1,88 | Opticians |
| Sparda-Banken | 1,89 | Banks and Savings and Loans |
| Budnikowsky | 1,89 | Drug and Variety Stores |
| DEVK | 1,90 | Legal Cost Insurance |
| HUK-Coburg Kfz-Versicherung | 1,92 | Automobile Insurance Companies |
| Techniker Krankenkasse | 1,94 | Public and Private Health Insurance Companies |
| Lufthansa | 1,94 | Airlines |
| Müller Parfümerie | 1,95 | Perfume Shops |
| ADAC | 1,96 | Automobilclubs |
| BKK Mobil Oil | 1,96 | Public and Private Health Insurance Companies |
| LichtBlick | 1,97 | Power Supply Companies |
| 1&1 Mobile Service Providers | 1,98 | Mobile Service Providers |
| dm-Drogeriemarkt | 1,99 | Drug and Variety Stores |
*Mean value of overall satisfaction using a scale from »completely satisfied« (1) to »dissatisfied« (5)
Study Design 2011
Over the period between August 2010 and September 2011 36,258 persons were interviewed about 30 industries for Kundenmonitor Germany 2011. 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.