Without a functioning internet connection you are lost today. Be it in the home office, in the evening during the streaming session on the couch or while immersing yourself in fascinating gaming worlds – if the data falter, the house blessing goes wrong. The network operator’s hotline promises quick help just in case. If, to top it all off, you end up with bad-tempered, incompetent or even impudent staff or twiddling your thumbs in the waiting loop, your nerves are on edge.
All hotlines at least “good”
Unfortunately, not so long ago, this scenario was not uncommon. However, as our tests show, the quality of the service hotlines has improved significantly in recent years. You hardly have to reckon with a total failure these days, the hotliners usually do a good job. This is also the case in 2021, despite the pandemic: the results are six times “very good” and six times “good”.
That’s how we tested
- 234 Tester contacted the hotlines by phone for several weeks. All German broadband providers were contacted twelve times each, in Austria and Switzerland ten times each with five different questions at different times – so each German provider was called 60 times, those in Switzerland and Austria 50 times each.
- the Quality of the statements is the highest good in a service test for connect and accordingly receives the highest weighting with 325 points. The decisive factor is whether the tester was given the correct and complete answers.
- The focus was also on reachability (maximum 100 points): How often is the hotline called with an inquiry? Can i even get through? the Waiting and response times (maximum 50 points) were also precisely measured and rated. How long do I wait for a contact person?
- Is my customer concern correctly understood and received? I will friendly advice or dispatched quickly? With soft skills, it is well known that the sound makes the music. There were also points for this in the test – a maximum of 25.
Source: RSS Feed: Connect – Vergleichstest by www.connect.de.
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