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We answer your questions

The foundation of lasting success for businesses are SATISFIED CUSTOMERS. The customer experience is therefore crucial importance nowadays.

To assure an excellent performance, businesses should ask themselves:

How can I challenge and encourage my team?

The competition not only measures your company, but also your direct competitors. Unite your team behind a common goal and win the award through teamwork.

How does my customer service perform within the industry?

Knowing what the competition does pays off. With our help you are able to gain insights how your customer service performs in comparison with others in your industry.

How do customers experience the customer service in detail?

Every experience of my customers is unique. To know what happens in detail provides profound insights into the quality of the performance.

Where can I improve my service quality?

It is always possible to improve the service quality in a continuous manner. Learn more about which areas within your service can be optimised and which steps you can take to do so.

How can I market and communicate my service excellency?

Communicate your service quality both internally and externally. With our media partners we communicate your success throughout the year in the trade press and on social media.

How can I audit my customer service at the best rate?

It is a cost-intensive project to assess your own service perfomance. Independant providers/organisations can help in achieving this plan at the best price.

test 1

at least 2 companies
per category

test 2

165 mystery tests per company

test 3

testing period of 10 weeks
between May and July

test 4

20 scenarios
pre-Sales, sales, after-sales

test 5

up to 15 criteria
(interpersonal level, quality of information, accessibility)

trophee 2020

1 award winner
per category

95 calls
via phone (50%*)

40 E-Mails
or contact forms (30%*)

15 Web navigations
incl. LogIn area and App (10%*)

10 Chat
inquiries
(10%*)

*Weighting of the final score

What will be assessed?

The 165 mystery inquiries per company include two areas:

Pre-Sales inquiries
(prospective customers)

Payment options
Pick up stations
Warranties
Rates
i.a.

After-Sales inquiries
(existing customers)

Incorrect invoice
Damage in transit
Tracking of shipment
Return policy
i.a.

What is assessed with "Voted Customer of the Year"?

95 Calls

45 e-mail inquiries

15 web navigations

10 social media inquiries

More information

Recognise the added value for your customer care

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