High Level of Satisfaction

AS A SERVICE PROVIDER, WE PLACE GREAT EMPHASIS ON THE REQUIREMENTS OF OUR CUSTOMERS AND CUSTOMER SATISFACTION IS THEREFORE A KEY ISSUE.

For us measuring customer satisfaction is not a one-time undertaking but a continuous process that is performed on a regular basis – and this has been done for many years already. In 2020, 1,540 surveys were conducted and we calculated an average rating of 1.06 (Rating: 1 = very good, 5 = unsatisfactory).

HOW DO WE MEASURE CUSTOMER SATISFACTION?

To measure customer satisfaction, we employ the “Customer Satisfaction Survey” (CSS) system. Here, upon completion of the NTS services, customers will be asked to provide feedback in two different ways. Feedback is captured on a short, standardized questionnaire that is evaluated statistically; feedback for comprehensive services is surveyed by telephone.

"Even in the pandemic year 2020, we were pleased to receive an average customer satisfaction rating of 1.06!”

Michael Seewald

Chief Operating Officer, NTS

The calculated average values are communicated on a weekly basis and are displayed on our website as “NTS index of customer satisfaction”. The weekly index, which is the average value of the previous week, is calculated from the replies of that week or – in case of no data from that week – from that week when data was last available. The average value of the previous month corresponds to the evaluated data of the last calendar month. Therefore, the average value of the last week as well as the average value of the last month is calculated anew and communicated accordingly.