‘Customer Service of the Year’ is an annual competition that honours companies with the best customer service in their industry - based on real service experiences through mystery testing.
Companies from almost all sectors that have an end customer communication system can take part - whether by telephone (a prerequisite for participation), email, chat, social media or contact form.
After a 30-minute registration, your customer service will undergo a standardised test procedure over a period of several weeks, which maps up to 165 real customer situations (calls, emails, chats, etc.). The results are incorporated into a transparent scoring model.
Participating companies benefit from a detailed audit report, internal visibility, external brand reinforcement and - if successful - the official award and licence to use the seal.
That depends entirely on your goals - and that's exactly what we tailor the process to.
There are two options:
Quite the opposite. Especially in phases of change, participation helps to objectively measure the current status. Our tests show how your new structures are received by customers - and where there is still room for optimisation.
Afterwards, many participants report that the competition has provided them with important insights for further implementation that is specifically tailored to customer needs.
The best insights often emerge directly after the change. A fresh look at your new processes helps to recognise teething troubles early on - before inefficient routines become ingrained.
The audit gives you measurable feedback at an early stage as to whether your reorganisation is really having an effect on customer contact.
Why not combine the two? Many companies use our pre-tests or the competition specifically as preparation for a planned changeover.
This allows you to identify your weak points early on - and align your new processes directly with them. A before-and-after comparison provides you with concrete key performance indicators with which you can score points both internally and externally.
We often hear this concern - and just as often the opinion changes.
Because what initially seems like a cost factor quickly turns out to be a valuable investment in your service quality, your employer brand and your visibility on the market.
Several award winners - including well-known companies - have said in retrospect:
‘We briefly considered whether we would really do it - but then it was clear: the learning effect, the motivation in the team and the media impact are more than worth it.’
Yes - and it is precisely these soft factors that have the greatest, most lasting effect for many companies.
For decision-makers, participation means sending a strong signal in the direction of customer centricity. It is a visible commitment that shows both internally and externally: customer service has strategic relevance.
A common goal is created for the team - tangible, motivating, identity-building. Participation brings people from different departments together, promotes dialogue and strengthens cooperation. Many companies report that the competition
Then your participation was particularly courageous - and particularly valuable.
Even if you are not (yet) an award winner, you will receive one of the most comprehensive audit reports in the industry. Many participants say:
‘This is exactly what gave us the decisive impetus to raise our service level to the next level.’
Important to know: Participation is anonymous.
Only the winners are communicated publicly - all other companies remain confidential. This means you can use your results internally without being pressurised to explain them to the outside world.
The criteria are based on real customer expectations and are deliberately formulated with everyday life in mind. It is not about being theoretically perfect or achieving the highest possible score.
The focus is on the question: How do real customers experience your service - in comparison to others?
The competition provides orientation:
The audit is our proven test procedure for measuring service quality - developed according to scientific standards. The ‘PUR’ audit can be booked without taking part in the competition. ‘PUR’ stands for Personal, Unbiased and Realistic.
Our testers contact your customer service team with realistic enquiries - spread over a period of around 10 weeks. They are assessed according to over 80 objective criteria in the areas of availability, expertise, friendliness, response time and much more.
The entire test procedure is standardised, comparable across all sectors and is carried out by an independent partner and controlled by us. The assessment is anonymous, so no ‘show service’ is possible.
Yes, with our pre-test offer you receive a mini-audit version with up to 110 tests - ideal for analysing the status quo of your customer service and making targeted improvements.
Early bookers secure various benefits and can also receive discounted pre-tests, additional goodies or a personal consultation on request.
The regular test period is around 10 weeks. Pre-tests take around 5 weeks, depending on the scope.
Yes, the pre-tests can be booked flexibly and independently of the competition period.
They are ideal for an initial assessment of your customer service - for example before a planned participation, after internal changes or in preparation for audits.
The process is kept compact: A one-off coordination appointment is all it takes, and we take care of the rest. You receive the results in a clear report - with specific recommendations for action and benchmarks.
Particularly attractive: if you book early for the competition, the pre-tests can be used at special conditions.