Customer Service in the digital Age.

Top 5 Statements

Study results run along the lines of the topics that are most relevant for customer service in the digital age: omnichanneling, service design, service automation, fans and service transformation. Read a short summary here. 

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Benchmark-Study Customer Service in the digital Age

You would like to receive our Benchmark-Study  «Customer Service in the digital Age» («Kundenservice im digitalen Zeitalter» only available in German)? Please order right here: On roughly 50 pages you find all study results clearly presented  and illustrated with great diagrams. Also a reading sample is available here. 

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PIDAS and the Zurich University for applied Sciences (ZHAW)

This Service Benchmark, which has now been published for the sixth time, is the most comprehensive study on the topic of customer service in German-speaking Europe. Collected information provides significant insights regarding the current quality of customer service in a comparison of countries and industries. In particular, the newly gained insights are extremely exciting with respect to chances and challenges resulting from digital transformation.  

Study Design

Benchmark-Study «Customer Service in the digital Age»

Publisher of the Study

PIDAS Aktiengesellschaft

Academic Partner

Zürcher Hochschule für Angewandte Wissenschaften (ZHAW), School of Management and Law Instituet for Marketing Management

Industry Focus

Property and live insurances, banks, telecommunications companies, providers in the healthcare sector, energy service providers and public bodies. Thus, the study creates comparable results across different dimensions and allows for comprehensive benchmarking. 

Statistical Population

For each country and industry a total of at least 200 people were questioned which leads to an overall sample of  3.615 interviewed persons. In addition, 100 company representatives (business and IT functions) from Germany, Austria and Switzerland were interviewed. All interviews took place in the period January to February 2017.

Expert Team

Frédéric Monard, CEO, PIDAS

Prof. Dr. Frank. M. Hannich, ZHAW

Dr. Hans-Peter Uebersax, Head of Solutions, PIDAS

Michaela Hirt, Practice Lead CC/CEM, PIDAS

Dr. Kurt A. Ackermann, ZHAW

Dr. Steffen Müller, ZHAW