Miele is not only in the premium class with its devices, but also in customer service. This is the result of the current Kundenmonitor Deutschland, where Miele was once again crowned the winner. The evaluation is based on 1,626 interviews conducted throughout Germany with users of customer services for large household appliances (conducted in the period October 2018, January, April and July 2019).
In the survey, the respondents were able to submit their rating on a scale of 5, whereby the rating “1” corresponded to the top grade. Miele’s rating of customer satisfaction is 1.91, well above the industry average of 2.1. Miele is also above the industry average when it comes to customer service re-election intent (1.77) and customer service recommending (1.96). The average for the industry is 1.97 and 2.17, respectively.
Miele also leads the industry when it comes to the question of image. A total of 53 percent agreed with the statement “I trust this customer service. The average rating is ten percentage points lower (43 percent). At 48 percent, Miele also sets itself a similar distance from the industry average (41 percent) with regard to the statement “I value myself as a customer in this customer service.”
“The continuity with which Miele is always first on the customer monitor is something we are a little proud of. However, this result proves that we succeeded in the interaction of qualified service and respectful dealings with our customers, “explains Guido Geller, Head of Miele Customer Service in Germany, adding:” However, this does not just include the customer’s performance but the back office area also counts – from the order acceptance over the appointment allocation up to the appropriate spare part supply. “