As part of the TÜV ISO 27001 certification, LambdaNet Communications Deutschland AG carries out a customer satisfaction survey annually. A representative number of customers participated in the survey. They were asked about customer service, order processing, problem solving in case of malfunction and about the brand LambdaNet as a whole. This year's overall grade of 1.83 according to German school grading system (1 = excellent, 5 = fail), surpasses the already excellent prior year grade (2009: 1.87).
The account management was able to improve its grade to 1.67 (2009: 1.99). Eighty percent of the customers are satisfied or very satisfied with their account managers and stated that the advice is equally solution- and product-oriented. The order processing received the grade of 1.85 and the hotline was rated 1.96. Overall, 87% of the respondents were satisfied or very satisfied with LambdaNet and the collaboration. About half of the clients believe that the importance of the cooperation between them and LambdaNet will still increase in the future.
Value for money and flexibility in adapting to customer needs were named as significant strengths of LambdaNet, as well as the speed of processing requests and offers. In addition, the quality of the products is highly praised.
"Of course we are very satisfied with the results. They confirm that we have chosen the right path. We were and are always in transparent dialogue with our customers, who strengthened us and confided in us throughout the process of restructuring. We are happy to join forces in a positive future and will continue to do everything we can to keep our customers satisfied," commented Uwe Knoke, chief of sales and marketing at LambdaNet Communications Deutschland AG with regards to the survey results.
The account management was able to improve its grade to 1.67 (2009: 1.99). Eighty percent of the customers are satisfied or very satisfied with their account managers and stated that the advice is equally solution- and product-oriented. The order processing received the grade of 1.85 and the hotline was rated 1.96. Overall, 87% of the respondents were satisfied or very satisfied with LambdaNet and the collaboration. About half of the clients believe that the importance of the cooperation between them and LambdaNet will still increase in the future.
Value for money and flexibility in adapting to customer needs were named as significant strengths of LambdaNet, as well as the speed of processing requests and offers. In addition, the quality of the products is highly praised.
"Of course we are very satisfied with the results. They confirm that we have chosen the right path. We were and are always in transparent dialogue with our customers, who strengthened us and confided in us throughout the process of restructuring. We are happy to join forces in a positive future and will continue to do everything we can to keep our customers satisfied," commented Uwe Knoke, chief of sales and marketing at LambdaNet Communications Deutschland AG with regards to the survey results.
