Press releases

Top Marks for Service

Gütersloh, September 25, 2015 No. 143/2015

Miele is branch winner with 'Kundenmonitor Deutschland‘

For the nineteenth time, Germany's consumers have voted Miele's service operation 'best in branch'. In a broad-based comparative study conducted by Kundenmonitor Deutschland 2015 based on a poll of consumers, Miele achieved a top average mark of 1.9 on the German school scale. The average across all service operations covered was 1.98.

The consumers polled were requested to assess service operations on a scale of 1 (= fully satisfied) to 5 (= dissatisfied). Of the consumers who had made use of Miele's after-sales service, more than 76% claimed to be convinced customers and assessed service performance with a 'fully satisfied' or 'very satisfied'. Only 20% were merely 'satisfied' and only 3% claimed to be 'less satisfied' or 'dissatisfied'.

Miele achieved marks well above the industry average for 'repeat custom' (1.49) and 'recommendation to others' (1.88). The mean value within the branch was 1.63 or 1.95 respectively.

'For Miele, this excellent rating with Kundenmonitor Deutschland is an indication of consumer trust and also a sign of the esteem which consumers have for our service team', explains Frank Jüttner, Managing Director of Miele Germany. The company provides regular training to its service technicians so as to enable them to do justice to the company's brand promise. 'We see our employees in service as brand ambassadors, providing our customers with a qualified and comprehensive range of services', adds Guido Geller, Service Manager with Miele in Germany.

In the course of the 2015 survey, Kundenmonitor Deutschland interviewed 21,523 consumers on the telephone between August 2014 and August 2015. Responses provided by 1414 persons who had had a major domestic appliance serviced over the past 12 months were included in the survey. The study covered manufacturers' own service operations as well as service agents and electricians.

(306 words, 1,974 characters incl. spaces)

Company profile: Miele is the world's leading manufacturer of premium domestic appliances including cooking, baking and steam-cooking appliances, refrigeration products, coffee makers, dishwashers and laundry and floor care products. This line-up is augmented by dishwashers, washer-extractors and tumble dryers for commercial use as well as washer-disinfectors and sterilisers for use in medical and laboratory applications (Miele Professional). The Miele company, founded in 1899, has 8 production plants in Germany as well as one plant each in Austria, the Czech Republic, China and Romania. 2014/15 turnover amounted to approx. EUR 3.49 bn with sales outside Germany accounting for around 70%. Miele is represented with its own sales subsidiaries and via importers in almost 100 countries. The Miele company, now in the fourth generation of family ownership, employs a workforce of around 17,740, 10,350 thereof in Germany. The company headquarters are located in Gütersloh/Westphalia, Germany.

 

Download as PDF Download incl. media (zip)
Your contact

Media information

Description Download

For the nineteenth time in succession, Miele Service ranked branch best with 'Kundenmonitor Deutschland'. More than 76% of those polled were 'fully satisfied' or 'very satisfied' with the performance of Miele's service operation. The company sees the number of customers who would recommend Miele service or return to Miele next time round as a particular sign of trust.

High Resolution TIFF
High Resolution JPG