PAYBACK awarded “gold medal” for its customer service

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 programmes 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. The collected 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 programme 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’s CEO Central Europe, 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.