Customer service: quality and speed

A “good customer service” write their offerer 39,3 per cent of the 1 & 1 customers to – no other provider can keep up. The Telekom with 37.4 per cent and Unitymedia (35.7 per cent) are however in strike distance. By the way, 72.6 percent of Unitymedia customers already had to make use of the customer service. All other vendors gave less reason, but the distance was not clear: with 62.9 percent Vodafone is in this category in the forefront, all other providers were in between.


The customer service of 1 & 1 proved particularly fast: 36 per cent of the customers found the service to be "very fast" and another 38 per cent as "fast". Clearly, Telefonica was the clearest in this category, with 19 percent "very fast" and 40 percent "fast" answers. Even in "bad" reaction times Telefonica together with Unitymedia (6 per cent) together at the end. So there is still need for optimization in terms of customer service.


Just as important as the speed is the quality of the answers. And here also the 1 & 1 customer service proves to be exemplary: 74 percent of the customers calls the response quality of the 1 & 1 customer service as "very good" or "good". Vodafone and Deutsche Telekom are almost 70 percent and 69 percent respectively. Only 62 percent were satisfied with the responses from Telefonica's customer service.


On the bottom line, 1 & 1 with a score of 77.4 offers the best customer service from all suppliers. On the silver rank, the Telekom (71.6) lands, closely followed by Vodafone (71.2). Telekomica customers see the greatest demand for their service providers in terms of customer service: the Munichers are at the last place with 64.4 points.