Swiss champions in customer service
When it comes to customer service, it is important to respond individually to the needs of customers. For the ninth time, the rating and ranking agency ServiceValue has determined which companies manage to do this and offer service that inspires. For the survey, 650 providers from 57 industries were evaluated by customers from all over Switzerland.
The "Service Champions Switzerland" are determined exclusively via customer ratings and are based on the key question of whether customers have experienced very good service from the companies and providers under investigation over the last three years. Using the scientifically reliable Service Experience Score (SES), the customer ratings are translated into percentage approval ratings and thus made into a measurable and comparable variable across companies and industries. On the one hand, companies with a clearly above-average SES are awarded a gold, silver or bronze ranking across all industries. On the other hand, the companies with the highest SES within their respective industry are also selected as 57 industry winners. The survey is conducted without the participation of the companies assessed.
The top-rated industry winners with gold rankings
The top spot in the overall ranking of all 650 companies was again defended by Ochsner Sport, followed by Orell Füssli and Manor. Accor, Stöckli, Loeb, Swiss Quality Hotels, Kempinski, Züricher Kantonalbank (ZKB) and Samsung complete the top 10 best list. Some of these companies also feature in the table below, which lists the top 25 industry winners.
Sector Winner | Corporate SES | Sector
Ochsner Sport | 79,5% | Sport Shops
Orell Füssli | 78,5% | Bookstore
Manor | 78,2% | Department Store
Accor | 78,1% | Hotel chains / groups
Zurich Cantonal Bank (ZKB) | 77.2% | Cantonal Banks
Samsung | 77,1% | Consumer electronics - Manufacturer
Helvetia | 76.8% | Home contents and personal liability insurer
Sunrise | 76.4% | Telecommunications
Hotelplan | 76,3% | Travel Agencies
Aldi Suisse Tours | 76,3% | Tour operator
baloise | 75,8% | Car insurer
Variohaus | 75,8% | Prefabricated houses
KPT | 75.7% | Health insurer
Landi | 75,6% | Garden Center
Walder | 75,6% | Shoe trade
Pfister | 75,6% | Furniture stores
Aldi Suisse | 75.5% | Food Retailing
Hans Eisenring | 75,5% | Kitchen studios
Ackermann | 75,3% | Online department store
Sun Store | 75,3% | Pharmacies - stationary
Fielmann | 75,2% | Optician
Vero Moda | 75,2% | Fashion stores: women's fashion
Bike World | 75,2% | Bike Shops
Bank avera | 75,1% | Regional banks
baloise | 75.1% | Life insurer
Other sector winners include CKW (Centralschweizerische Kraftwerke), Confiserie Bachmann (Lucerne), Raiffeisen Switzerland, Kieser Training, Audika, Gübelin and Meiko, each with SES of at least 74.8%.
"Even providers of good products and services can be punished by their clientele if the service is not right," comments Dr. Claus Dethloff, Managing Director of ServiceValue GmbH, adding that "with tailored advice and support, know-how and, if necessary, goodwill, on the other hand, companies offer their customers a quality of service that leaves nothing to be desired."
Source: ServiceValue
