06.11.2015 Statista and CHIP are distinguishing: The best german hotlines in 2016

Statista and CHIP are distinguishing: The best german hotlines in 2016

 

Waiting times for hotlines are becoming ever shorter. Compared to the last year, callers of Hotlines are estimated hanging one and a half minutes shorter in holding queues. This is one of many surprising results of this year's Hotline tests of Statista and CHIP.

 

Hamburg, 06.11.2015 - The digital economy is booming. More and more manufacturers, service providers and companies rely on digital distribution and services. Thus huge cost ways are saved, but with that, one important thing is getting neglected with this turnaround on the fast track - the proximity to the customer. The only personal contact often occurs only over the phone. The 12 big industries Statista and CHIP have considered seem to have taken that issue by heart. Statista has tested hotlines of 169 companies through its paces. With more than 10,000 test calls and 340 hours in the queues Statista and CHIP have identified and honored the best German Hotlines of 2016.

 

The results are largely reproduced but the one or the other surprise can be found as well. For example, there is hardly any hotline having the same position occupied as from the previous year. But they all have one thing in common: The waiting time has been minimized. With Direct Banks you will now be able to clarify your concern in under one minute. Even PC-aid providers and electric utilities play forward, when it comes to a short waiting time. For travel portals and software vendors, however, you need to plan with up to three and a half minutes before you will be consulted.

 

This year especially the internet and telephone provider 1 & 1 has made a steep climb. He was not even listed in the top 10 mobile operators in the last year, however, the telecom competitor is this year's winner in even two categories - mobile and DSL / landline. The best result of all 12 tested industries could achieve ‘privileg’, a houseware manufacturer, who has set the focus on online trading in its distribution. With 99 achieved points of 100 possible points, the white goods manufacturer provides the (almost) perfect service over the phone. Especially direct banks were able to convince with its speed: Meanwhile, the average waiting time in this division is less than a minute, actually 0:47 seconds. In 97.2% of cases the waiting time exceeded less than 5 minutes, only 2.8% of callers have not reached a personal adviser after 5 minutes.

 

Although digitalization and e-commerce are becoming increasingly interrelated, the big Hotline test is showing that providers continue working to intense customer focus and personal service.