TÜV Certification "Service tested" - Overall Result "Good"

The neutral organisation attests: a vast majority of Chemie.DE Information Service®'s customers is satisfied with service quality

As a service provider, customer satisfaction is of pivotal importance to us. We are grateful when, in conversations, our customers praise or criticise us. But occasional feedback can be no substitute for an unbiased, representative assessment of how your customer base rates your service quality.

Are we just another tract within the proverbial service wasteland or perhaps a lush, green oasis? We wanted to know, and so we commissioned the German technical inspection association "TÜV Saarland" to conduct a survey aimed at assessing how satisfied our customer base is with the service quality we provide.


How such TÜV surveys are conducted in general

To generate representative and meaningful results from assessing customer satisfaction of companies that run internet portals, TÜV Saarland employs a two-step design. In the first step, company's customers are asked for judgement on various individual criteria pertaining to the internet portals and the one-on-one service. In a second step, customers are asked to select the five criteria that they see as the most relevant, thus ensuring that criteria of pivotal importance would carry adequate weight. For the TÜV certification to be awarded the overall rating of all criteria and the ratings of the five criteria deemed most important are required to average 2.25 or better on a five point scale (from 1 = very good to 5 = inadequate).


The Chemie.DE Information Service® survey

In December 2008, more than 2,000 customers were contacted and asked to submit ratings for 18 individual criteria on how satisfied they were with Chemie.DE Information Service®. The criteria relating to the company's day-to-day customer service were very diverse and included reliability, customer counselling and whether staff were easy to reach by phone and advertisements promptly published.

The survey revealed the five factors that had the greatest influence on our customers' overall satisfaction:

The following five individual criteria were considered by customers to be especially important and were decisive for receiving the "Service tested" distinction with the overall mark of 1.8 ("good"):

What the TÜV survey results revealed

We were delighted to learn that more than 90% of customers were either "satisfied" or "very satisfied" with the quality of service. For all five criteria deemed most relevant by the customers we were able to exceed the requirements, with "stability of the websites" and "professional competence of staff" having been rated "very good". The single outstanding mark was 1.25 ("very good") for "friendliness of staff". Thanks to these results Chemie.DE Information Service® may henceforth carry the "Service tested" seal of quality.


Significant consensus of opinion

Customers also specified what, in their view, are Chemie.DE Information Service®'s strong points:

Stefan Knecht, Managing Director of Chemie.DE Information Service®, commented the results as follows:

"The TÜV survey has provided us with an unbiased assessment of our service quality and has made our services more transparent. Customers can rely on us for excellent customer care, professional competence and quality. The study's outcome is a good basis to further improve and continuously monitor our progress. By doing so, Chemie.DE Information Service® is setting a standard for transparency and service quality among the information providers in our sector."