This is how satisfied consumers are with companies’ customer service

Digitalization is an ambivalent trend. On the one hand, it offers many opportunities for innovative types of customer service. At the same time, however, it is often used to reduce the costs of the service. Oliver Esch, head of customer service at Fielmann, is familiar with this accusation. He confirms that his work is also becoming more and more digital. But this benefits customers who “complete every step of their purchase with us either online or offline in one of our branches,” says Esch. The ranking proves him right; Fielmann does particularly well here.
At BSH Hausgeräte, customers can increasingly process their concerns independently in an app. The app saves data about the device, downloads new updates and can analyze error messages. “We can work much more individually with the customer because we know a lot of things that you can’t even pick up on the phone,” says Döge. Nevertheless, not everything will be digital anytime soon: “We are also leaving all other channels open, including the telephone.”