Consumer satisfaction with United Internet’s products and services is a critical element of the Company’s success. Continuous improvements that incorporate consumer feedback are needed to accommodate customers’ ever-increasing demands on telecommunications and internet companies. This is why United Internet uses regular customer surveys plus additional market research instruments to identify areas of potential optimization for products, processes, and the customer service organization. United Internet’s double materiality assessment included the customer perspective by involving relevant departments such as Customer Experience. The insights gained were underpinned by the results of surveys and market research.
The Consumer Access Segment uses a customer sentiment score (Kundenstimmungswert or KST) as an indicator of customer satisfaction. The KST is based on regular surveys that are conducted at key contact points during the customer journey and cover the entire customer “life cycle.” The KST is assessed with the help of defined targets and accompanying assessment guidelines. In addition, customer surveys are used to identify areas of potential optimization for products and processes.
The Consumer Applications Segment conducts regular surveys to gage the use to customers of the products and services offered. This is determined using three KPIs: recommendations (as measured by the Net Promoter Score or NPS), customer satisfaction (which uses the Customer Satisfaction Index), and customer trust (which uses the Trust Index).
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