For the second time, FOCUS-MONEY has conducted a study on customer service in partnership with DeutschlandTest. The study is intended to act as a useful guide for all companies with a marketing strategy centred around customer service.
SBK finished in third place with a total of 83.9 points and an award for excellent customer service.
Reviews on service, advice, trust and customer satisfaction relating to some 3,000 companies from more than 80 sectors were analysed as part of the study. Data was collected from 350 million online sources, including websites, social media channels, forums, press releases and blogs, and text fragments were reviewed on the basis of the following questions:
a. Which brand is mentioned?
b. What is being discussed? (This is known as the event type.)
c. What is the tone of the text fragment?
= This is known as social listening, which is a way of computing what is being said about a brand/company online and how it is being said.
The award for excellent customer service award was based on the number of points achieved in the overall ranking. Points were awarded on a scale of 0 to 100, with companies being divided into categories by sector.
You can find out more about the results of the study here.