Press Release
Best DSL and cable company hotline for 2022
PŸUR customer service comes out on top in connect hotline test
- Availability: outstanding
- Quality of advice given: very good
- Friendliness: very good
Berlin, 6 September 2022. Coinciding with its fifth birthday, PŸUR, Tele Columbus AG’s young brand, achieved the best results by far of all telecommunications providers tested in the connect 2022 fixed-network hotline test. Testers gave PŸUR’s customer support hotline a clear seal of approval for the very good quality of the advice given, along with a 100% score for availability and friendliness.
Good customer service is vital for telecommunications providers’ customers to ensure their telephone and internet connections run smoothly. Utilising what is essentially a complex technical product requires customer service personnel to provide skilled assistance and sound advice on choosing the right offer.
connect, Europe’s leading special-interest telecommunications magazine, took a detailed look at the service support hotlines of major DSL and cable operators across Germany. A total of 165 testers asked the customer service personnel questions about bills, charges and technical problems. Each hotline was called 50 times and consulted on a range of various issues at different times.
The editorial team at connect is impressed: “This year, PŸUR has really managed to pull it off and come out on top. PŸUR makes an especially strong showing when it comes to accessibility, with each call being answered on the first try,” connect writes in issue 10/22, which will hit shelves on 2 September.
PŸUR also leads the field in terms of the quality of the answers given and friendliness, having secured a “very good” rating. In the connect test, the largest weighting is placed on availability and the quality of the information provided.
By securing the highest ratings in the 2022 test, PŸUR continues to improve on the very good hotline scores it achieved in 2021 and 2020. While PŸUR trailed Deutsche Telekom by four points last year, it succeeded in pulling well ahead of its competitors this time around. The company scored a total of 448 out of a possible 500 points, leaving a good 12 points between PŸUR and the runner-up. “We have achieved our goal of providing the best customer service hotline in the telecommunications business. Our increased focus on improved service and a fast and competent hotline is paying off: the results of the connect test confirm that we are delivering the best customer service,” says Roland Schleicher, Chief Operations Officer of Tele Columbus AG, who is responsible for customer service and transforming the customer experience across the company.
Since 2018, PŸUR has consistently used customer feedback to achieve tangible improvements in customer satisfaction levels, which have increased measurably.
