Customer Satisfaction in Germany 2013 - ranking of industries according to the overall satisfaction of their customers

1. Made by
1,60
1,80
2,00
2,20
2,40
2,60
2,80
2,15 DIY Stores (Onlineshops) (-2) / Furniture Stores
(+5) Drug and Variety Stores 2,07
(-7) Mobile Service Providers 2,24
(+11) Investment Companies 2,74
(-1) Building Societies 2,33 2,34 Post Offices (+2)
(-6) Opticians 1,86
2,18 Hearing Aid Shops (-9)
2,21 Banks and Savings and Loans (+1)
2,02 Automobile Associations (-7)
1,60
1,80
2,00
2,20
2,40
2,60
2,80
1,70 Mail Order Electrical Equipment (+6)
(+2) Home Improvement and DIY Stores 2,44
(+3) Airports 2,20
(-12) Internet Providers 2,39
2,06 Electrical Equipment Stores
2,25 Letter Mail (-2)
2,30 Airlines (-6)
2,41 Gas Providers (+2)
2,48 Power Supply Companies (+7)
Household Appliance Repair Services 2,05
(+3) Public and Private Health Insurance Companies 2,16
(+1) Supermarkets and Grocery Stores 2,28
Customer Satisfaction in Germany 2013
Study design 2013
Ranking according to the average value of overall satisfaction measured on the scale
“completely satisfied” (=1), “very satisfied” (=2), “satisfied” (=3), “less satisfied” (=4)
and “dissatisfied” (=5)
In brackets: Change compared to 2012 in basis points
Question: „How satisfied are you with the service of your most used
supplier in general?”
Sample: 37.808 respondents: 23.482 by telephone interview and
14.326 online by web interview
Survey period: August 2012 - August 2013
Publisher: ServiceBarometer AG, Munich
Web: www.kundenmonitor.de