Renewed Rise in CSI, Marked Improvement in CCI

103-3

The positive development in the survey results and the fact that we were able to achieve all of the objectives we had set for ourselves in 2016 show that our customer satisfaction efforts are paying off. The results for 2015 were either up on, or on a par with, the prior-year level in almost all categories of the customer satisfaction survey.

By way of example, our customers

  • gave both our customer service as a whole and our commercial and technical customer service a better score than in previous years.
  • gave us better marks for the security of our residential developments and buildings in 2016 than in the previous year (+8%).
  • scored us particularly high with regard to how friendly our caretakers are, as in the previous year. 102-43, 102-44

In particular, our customers appreciated our move to extend our service hours in our two customer service locations in Duisburg and Dresden. This resulted in a further marked increase in perceived telephone availability.

All in all, both the CSI and the CCI improved considerably in 2016. The CSI rose by 8% as against 2015 in 2016, which equates to a total increase of 30% since 2012. The results showed a particularly marked improvement in terms of customer loyalty, with the CCI up by 18% year-over-year.

+30%

Increase
in the CSI between 2012 and 2016

+18%

Increase
in the CCI year-over-year

73

h/Week
of availability offered by Vonovia’s customer service team

20

Minutes
is the maximum it takes Vonovia to call the customer back if all lines are busy