National surveys

The national Kundenmonitor is a cross-sectoral survey on customer satisfaction and customer retention.

Central research topics are customer share, customer satisfaction, contact quality, complaint management, usage patterns, customer retention and competition comparison. So far the survey has been carried out in Germany, Austria and Switzerland.

The pilot survey - established in Germany since 1992 - was revised for each country’s general conditions. The survey design was discussed with representatives of the retail, financial and infrastructure sector and adapted to market practice accordingly.