Your feedback as the foundation for an even better service

Question: Do you feel that our service team provides you with competent support?

Your feedback shows that the vast majority of participants feel well supported by our service team. 69% rate our support as very good, and a further 24% as good. Overall, this results in a positive overall picture with 93% approval.

For us, this result is both confirmation and motivation. We take the 7% of neutral feedback seriously—it helps us to better understand expectations and to further develop our service step by step.

Question: Which channels do you prefer to use to contact us?

You prefer to contact us via email (48%) and phone (29%). Both channels therefore continue to play a central role in our collaboration. Our chat function is used by 16% and is a useful addition to direct communication.

For us, this result confirms our understanding of service: we want to support you where you prefer to reach us.

At the same time, we see potential in tutorials and the knowledge base, which are currently only used by 4%, and we would like to expand this in the future.

How helpful do you find our tutorials and instructions?

The results paint a mixed picture: 38% of participants rate our tutorials and instructions as helpful, with a further 13% rating them as very helpful. At the same time, 21% give a neutral assessment, while 25% say they do not currently use the services.

This feedback is particularly valuable to us. It shows that our content already offers real added value for some of our customers—but at the same time, it does not yet meet the needs of everyone who expects support. In the future, we would like to work even more on content that specifically addresses your specific use cases.

How clear and understandable are our information and answers for you?

Your feedback shows that our information is predominantly perceived as clear and understandable. 53% of participants rate it as very clear and understandable, and a further 41% as clear and understandable.

At the same time, we also take note of the neutral (5%) and critical feedback (1%). This is an important indication for us to continue to focus on explaining complex topics in an even more comprehensible way.

How does our service compare to other providers?

A quick look at our competitors is, of course, part of the picture 😉. 47% rate our service as better, 31% even as much better. 22% see us on a par with other providers.

We take note of this pleasing result with a wink—but above all as an incentive. Because in the end, it's not the comparison that counts, but your daily experience of working with us. And that's exactly what we continue to focus on.

How satisfied are you with our availability and response time?

Quick responses and good availability are particularly important in everyday working life. We are therefore especially pleased about your positive rating here. 73% of participants say they are very satisfied with our availability and response time. A further 18% are satisfied.

At the same time, we are consciously taking the 9% of neutral responses into account so that we can tailor our processes and response times even better to your expectations.

How satisfied are you overall with the support provided by our service team?

76% of participants say they are very satisfied with our service, while another 19% are satisfied. This gives us an overall positive rating of 95%.

This shows that our service works well for many of you in everyday life, but that we can still improve in this area. Neutral (4%) and critical feedback (1%) helps us to make targeted improvements.