“I am over the moon that our efforts and consistent focus on our customers have paid off,” said a delighted Melanie Schefer Bräker, Head of B2C Customer Care at Swisscom. “This first place also shows that our continuing investment in training and coaching, reliable processes and stable systems is paying off.”
Swisscom once again achieved full marks for availability, which was rated ‘outstanding’. Waiting times have been significantly reduced, down from 2:35 to 1:34 minutes. Swisscom employees also came out on top for friendliness and information quality, both of which were rated ‘very good’. With a total of 466 points, Swisscom achieved the highest score of all the hotlines tested in Switzerland, Austria and Germany; making it the best mobile hotline among the German-speaking countries.
How connect tests: 296 testers contacted the hotlines of the different providers over several weeks. All network operators in Germany, Austria and Switzerland were contacted five times each with ten different questions at different times, resulting in 50 calls per provider.