Especially in times of global competition, customer satisfaction is an important factor for business success. It is significantly influenced by how well companies are able to fulfill their customers’ wishes. Deutschland Test and Focus Money have determined which companies are particularly convincing in this respect. As part of a study, social media posts on around 11,000 companies and brands were examined. The result: IBsolution receives the seal “Exemplary fulfilled customer wishes 2023” in the category “IT consultants”.
In the social listening, statements on the categories of quality, customer satisfaction, recommendation, trust, service and customer advice were included in the evaluation. The calculation model for the ranking is based on the three pillars of visibility, information coverage and service fulfillment. For a customer request to be fulfilled, the customer must first be aware of the product, service or company (visibility). If the customer receives answers to the relevant questions about the product or service, he is able to assess whether the product meets his requirements (information coverage). Positive evaluations of a company’s performance ultimately reinforce the customer’s decision to buy (performance fulfillment).
From the IT consulting sector, a total of 26 out of 120 companies analyzed met the requirements for an award. The three categories of visibility (20%), performance fulfillment (40%) and information coverage (40%) were included in the performance measurement. The study “Exemplary fulfilled customer wishes 2023” was realized by the IMWF Institute for Management and Economic Research on behalf of Focus Money and Deutschland Test.
Read more in the article “Where the customer is king” (available in German) on the Deutschland Test website.