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Coffee from a Nespresso capsule for breakfast, news checked on a smartphone on the way to work. Shop the new bestseller from Orell Füssli during your lunch break or shop the latest in home electronics online from Digitec Galaxus. And at the end of the day, watch the new Netflix series in comfort. Many of our daily favorite brands also feature in the Best Customer Service 2024 rankings, which are based on Blick’s survey in collaboration with Statista data researchers.
Friendly, personal and competent advice is as important as the quality of the service offered, finding the right product and of course the price.
Nespresso’s customer service received first place in the home and kitchen appliances category with 8.62 points and two points in the tea and coffee category with 8.53 points. The maximum number of points is 10.
Continuously invest in staff
“Our brand’s business model is based on a direct relationship with our customers, which allows us to closely monitor the evolution of their needs and adapt our offers,” says Pierre Besnard (44), commercial manager at Nespresso Switzerland. The shopping experience in branches is the DNA of the Nestlé coffee subsidiary. And here customer behavior has changed after the Covid outbreak. “We found that they expect more from an experience in the boutique versus a digital purchase,” says Besnard. That’s why sales staff are constantly trained to become coffee experts to meet customers’ specific needs.
Fashion professional PKZ came first in all categories with 9.09 points, while CEO Manuela Beer (54) is pleased with the survey results: “Our ultimate goal is to inspire and inspire our customers with our service and our passion for fashion.” The result is a great compliment to employees.
In addition to an attractive product range, lifestyle events and store environment, personal recommendations are also the key to success. To this end, PKZ maintains its own academy for employee training. “It’s very important to understand exactly what customers’ wants and needs are,” says Beer.
When customers prefer personal advice
Raiffeisen Switzerland and Berner Kantonalbank share the best rating among financial service providers. «The cooperative model and customer proximity are outstanding features of Raiffeisen. With more than 700 branches throughout Switzerland, we are locally anchored and know our customers well,” says Heinz Huber (59), president of Raiffeisen Switzerland.
His bank is constantly investing in advice and digitalisation. In recent years, the need to carry out many banking transactions independently and digitally at any time has increased. “But for more complex issues or if you need support, personal advice is still preferred. We want to meet both needs,” says Huber.
Allegations ‘moment of truth’
In the insurance industry, Mobiliar won four times. “I am very pleased with the results! We work every day to provide our customers with the best possible support,” says Patric Deflorin (52), Head of Market Management.
The Best Customer Service in Switzerland 2024 ranking is based on an independent survey of Swiss people who have purchased something or used a service in the last three years. The survey was conducted through consumer panels organized by the internationally renowned ranking company Statista and a survey on the Blick websites (German-speaking Switzerland and French-speaking Switzerland). The survey period lasted from September 18 to October 25, 2023.
Half of the calculation of the number of points is based on willingness to recommend. The remaining 50 percent consists of accessibility, sincerity, professional competence and solution orientation. Points have been rounded for better readability. There is a maximum of 10 points.
You can find detailed information about the methodology here.
The Best Customer Service in Switzerland 2024 ranking is based on an independent survey of Swiss people who have purchased something or used a service in the last three years. The survey was conducted through consumer panels organized by the internationally renowned ranking company Statista and a survey on the Blick websites (German-speaking Switzerland and French-speaking Switzerland). The survey period lasted from September 18 to October 25, 2023.
Half of the calculation of the number of points is based on willingness to recommend. The remaining 50 percent consists of accessibility, sincerity, professional competence and solution orientation. Points have been rounded for better readability. There is a maximum of 10 points.
You can find detailed information about the methodology here.
How can insurance earn points? “For us, claims are the ‘moment of truth’ where we can deliver on our promise to help our customers quickly and easily,” says Deflorin. If a basement is flooded, “then you need someone on site to provide active backup and compassionate support.” A decentralized organization with 80 general agencies could achieve this.
Customers also expect prompt assistance from health insurance companies, especially when it comes to questions regarding cost coverage. According to survey participants, Swica offers the best service package here.
Make time for customers
Migros is in the best position in the beverage and food industry. Your recipe for success? “Friendliness and willingness to help are the be-all and end-all. This includes actively getting to know our customers and making time for them: we greet them, we advise them, we serve them and we say goodbye,” says Migros. If the customer is looking for a product, he or she will be escorted to the shelf whenever possible.
Close support of customers, holding their hands and anticipating their needs. Other companies can learn this from the top-rated companies.
Source :Blick
I’m Tim David and I work as an author for 24 Instant News, covering the Market section. With a Bachelor’s Degree in Journalism, my mission is to provide accurate, timely and insightful news coverage that helps our readers stay informed about the latest trends in the market. My writing style is focused on making complex economic topics easy to understand for everyone.
