PAYBACK’s customers receive the very best standards of customer service in Germany. The company took pole position in “Service Champion 2013”, the country’s most comprehensive ranking exercise conducted by the Goethe University Frankfurt, ‘Die WELT’ newspaper and ServiceValue GmbH. In the analysis of some 1,500 companies across 180 different sectors, PAYBACK won first prize in the “loyalty systems” category, beating other schemes such as Miles & More and the Deutschlandcard.
The “Service Champions” report investigates current and former customers’ personal service experience with a range of companies to produce recommendations for optimising their performance. Data is used to compare businesses within specific sectors and compile a general overview of customer service throughout the country.
“Over 50 million customers have already joined the PAYBACK scheme worldwide, 20 million of them in Germany. Our aim is to provide the best, most relevant offers via customers’ preferred channels, thus offering them the best possible service. This ‘Service Champion’ award is yet more evidence that we must be getting a lot of things right,” says PAYBACK Europe CEO Bernhard Brugger.
The report uses the Service Experience Score (SES) analytical criteria to ascertain and evaluate approx. 1,000 customer opinions on each company. “The SES is a reliable indicator that incorporates customer recommendations, repeat usage, purchase of additional products and services along with emotional attachment,” says Prof. Rolf van Dick, head of Social Psychology at Frankfurt’s Goethe University.
About PAYBACK:
PAYBACK is the leading international multipartner loyalty programme and one of the biggest and most powerful marketing platforms worldwide. In Germany, customers can use PAYBACK to collect points from over 600 companies and redeem these for vouchers, rewards or Lufthansa miles or donate them. In 2012, card holders collected points worth EUR 174 million and redeemed 95 percent of these. As a multichannel marketing platform and “Trialogue Company”, PAYBACK communicates synchronously via all channels – offline, online and on the move – and, in doing so, provides the optimum combination of coverage and personalisation. Companies are able to run integrated campaigns via all available channels. They can get their message across to customers at the right time and the right place and, as a result, maximise their ROI.