Expansion of Customer Centre: the Helpdesk

Our one-stop-shop Customer Centre has been running for three years now. That prompted us to examine your opinion on this matter in more detail. Within the scope of the Customer Helpdesk project, we also surveyed customer and service satisfaction by means of a mystery shopping tour. The result: satisfaction is at a high 83 percent. However: we are not satisfied by that. The programme for further improvement of service satisfaction comprises the following items, among others: we are implementing a multilevel helpdesk system, in order to improve our service quality for you and make the processes more transparent. We are restructuring our Internet appearance – it shall provide you with even more comprehensive first information. We are also optimising telephonic accessibility for you: long waiting times on the phone will be a matter of the past.

In addition to that, we have made plans to clear up our language – you should not need an interpreter for our information. We want to communicate in an understandable, clear and unambiguous way. Therefore, we have started up the project designated “Grassroots Administrative Language”. The positive effects will be noticeable soon. We are establishing a separate complaint management for those points that still don’t fully work out as desired. As mentioned: 83 percent satisfaction is nice, but still not enough.