TÜV quality seal for “tested customer satisfaction” in 2023
TÜV Rheinland once again tested customer satisfaction with Deutsche Telekom in the year under review. The organization surveyed customers on the competency, reliability, and friendliness of Deutsche Telekom’s hotline employees, technical customer service, and shop staff. We even topped the individual results from the previous year in every area and – like in previous years – won customers over with our consultation quality across all channels. For these reasons, TÜV Rheinland once again awarded us their seal of approval with the rating “good.”
connect’s Hotline Test: first place for mobile and broadband in 2023
In 2023, our mobile communications hotline was recognized as the best among German network operators for the fifth time running – in the test conducted by the trade magazine connect, we once again won the judging panel over in the five categories of accessibility, waiting time, voice response system, friendliness, and quality of statements. We were ranked “outstanding” for our excellent accessibility and short waiting times and “very good” in the other categories.
The magazine also tested the fixed-network hotlines for existing customers of telecommunications companies in Germany, Austria, and Switzerland. The testers rated the communication providers in categories such as accessibility, friendliness, expertise, and solution orientation. Our team could be reached the fastest, with an average time of just 23 seconds, taking first place.
connect’s 2023 mobile network shop test
For many customers, being able to visit to a Telekom Shop and have a personal conversation with an advisor on site is essential. The modern facilities, provision of seating and beverages, excellent hardware placement, high average engagement of employees, and quality of advice together earned us the rating “Very good” in the overall assessment of our shops. Eight shops were even rated “Outstanding” this year. As a result, we were once again crowned the test winner in connect magazine’s shop test in 2023.
CHIP’s 2023 mobile network shop test
The trade magazine CHIP conducted its second annual survey of the customer experience in mobile network shops. We won the top spot, as in the previous year. In particular, CHIP praised our friendliness, willingness to help, and interest in our customers’ concerns.
connect: test winner among network operator service apps in 2023
The MeinMagenta app took first place in connect magazine’s test of service apps – including in the DACH region (Germany, Austria, Switzerland) for the first time. connect recognized the “outstanding” performance and security of the app. We also use the technical platform for our service app in our international subsidiaries in all European markets, in a total of ten countries.
Servicevalue: the best digital assistance systems 2023
Our chatbot “Frag Magenta” (“Ask Magenta”) took first place in the Servicevalue study. In addition to the overall ranking, “Frag Magenta” was awarded top marks in the categories “problem-solving competence” and “voice navigation.” The ranking also included three additional categories: digital customer service, customer experience and support, and data privacy and ethics.
First place in connect’s customer barometer for both mobile communications and internet provider in 2023
In the year under review, we took first place in connect’s customer barometer in both the mobile communications and internet provider categories. For the mobile communications test, connect magazine and the Fachinstitut für Technikthemen (Specialist Institute for Technology Issues) surveyed over 2 700 private customers of various providers. We were the overall winner, with a rating of 1.6, scoring points in particular in the subcategories answering speed, friendliness, and immediate solutions in first contact, all rated as best by our customers. The internet provider test involved surveying 2 600 customers and we also took first place here with a rating of 1.8.
CHIP’s overall winner in digital services for DSL and fixed-line network, hosting, mobile communications, and streaming services in 2023
In CHIP’s tests for digital services, we came out on top in four categories in the year under review: DSL & fixed-line network, hosting, mobile communications, and streaming services. For this test, CHIP magazine reviewed the digital services of 286 companies in 20 different industry sectors. We were given the rating “very good” in all four categories and were even the only provider to achieve this rating in the hosting category.
Wirtschaftswoche magazine: first place for the MeinMagenta app
At the start of the year under review, the market research institute Innofact surveyed 2 000 people about their usage behavior of apps and their features. Split into eight categories, users were asked about factors like relevance for everyday use, design, topicality, and continuous further development. Innofact assessed a variety of areas, including tourism, mobility, and banking. Our MeinMagenta app took place in the communications sector.
F.A.Z.: Germany’s best customer advisors
In their study “Germany’s best customer advisors 2023,” the F.A.Z. Institut analyzed around 20 000 companies in a variety of sectors. The rating was derived based on mentions on websites and in forums, blogs, consumer portals, and social media channels. The study examined the price/performance ratio, customer service, price, quality, recommendations, and service. With 100 points, we were the industry leader in the telecommunications sector, setting the benchmark for all other companies in this sector.
2023 “Service King” award from Focus Money
In 2023, we took first place in the telecommunications sector in the customer satisfaction survey of Focus Money magazine for the eighth time in a row. The financial magazine surveyed nearly 300 000 customers. Deutsche Telekom is the leading telecommunications provider throughout Germany.