CHIP Leading Support 2022 – Gigaset captures award for top online service23. June 2022 Published by Jana Greyling
Although e-commerce has become increasingly popular in recent years, meaning that the traditional advice and service offerings provided in brick-and-mortar retailing are often on the decline, customers still want good advice before buying a new product and after-sales support if they have any problems or questions. That is why this year CHIP, in cooperation with the consulting and market research company Globis Consulting, has examined the online support of numerous companies for the third time and presented the accolade “Leading Support 2022.” Gigaset’s online support was persuasive in all areas investigated and managed to capture third place in the overall ranking in the “Mobile & Phone” category.
The survey identified 472 electrical technology manufacturers that offer comprehensive German-language support. These were examined on the basis of various criteria:
- Depth of product information
- Information on updates
- Possibilities for obtaining advice
- Disclosure of procurement sources
- Support in the event of problems
- Mobile access
The individual criteria were weighted and used to compute the overall result for each of the vendors. Only vendors who achieve a target of 70% qualify as leading support vendors and offer their customers exceptional support options online. Just 194 vendors were able to impress with outstanding online support and capture the “Leading Support” accolade. Gigaset was one of them. With a total score of 94%, Gigaset succeeded in capturing third place in the “Mobile & Phone” category. Only Samsung and Suunto achieved better results in the category.
“We’re very proud of this excellent result. We put lot of emphasis on delivering a good service that gives our customers the support they need,” says Rüdiger Tiebing, VP Customer & Product Support at Gigaset. “We believe it’s especially important to answer inquiries quickly and efficiently and to solve problems lastingly. We’re also currently working on various projects to further optimize customer support, because customer satisfaction comes first. This award shows us that we’re on the right track and live up to what customers expect from us.”