Benchmark report – Digital customer dialogue

Content
The report offers a comprehensive comparison of companies that are aware of and resolve their customers’ needs and problems through digital channels. Firstly, over 2,000 customers were asked, in an online questionnaire, which digital channels they prefer to use and their level of satisfaction with them. Secondly, the dialogue channels were reviewed with regard to response time and response quality, along with measuring the scope of offerings. This was done using the so-called ‘Mystery Testing’ method, with the help of a standardised test procedure.