Object of study
The central object of the study is the customer orientation of companies and organisations in Germany, Austria and Switzerland (measured by the customer satisfaction of private end customers older than 16) as well as its impact on future customer relationships in terms of customer loyalty.
Kundenmonitor is based on a population representative approach. The results refer to the following populations:
|Germany||Telephone interview (CATI)||German population older than 16, reachable by phone in private households in Germany (private end consumers)|
|Online interview (CAWI)||German population aged between 16 and 74, reachable via internet and member of an online access panel|
|Austria||Online interview (CAWI)||Austrian population aolder than 16, reachable via internet and member of an online access panel|
|Switzerland||Online interview (CAWI)||Swiss population aged between 16 and 74, reachable via Internet and member of an online access panel|
Sample and survey period
The sample sizes are annually adjusted to the statistical and industrial requirements, particularly in regards of the market relevance of certain providers. ServiceBarometer AG adjusts the industry range and updates the questionnaire every year according to secondary analyses and the recommendation of experts. For the telephone interviews in Germany, the responding households are selected on the basis of the current telephone random sampling system of the representation of private market and social research agencies in Germany (Arbeitsgemeinschaft der deutschen Marktforschungsinstitute, ADM).
The current surveys are based on following sample sizes:
|Survey||Sample size||Survey period|
|Kundenmonitor® Deutschland 2019||Approx. 25,000 end customers interviewed online||October 2018 to July 2019|
|Kundenmonitor® Deutschland 2018||25,793 end customers interviewed online and 5,615 interviewed by phone||October 2017 to July 2018|
|Kundenmonitor® Österreich 2018||3,174 end customers interviewed online||October 2018|
|Kundenmonitor® Schweiz 2018||3,202 end customers interviewed online||October 2018|
The socio-demographic profile of the respondents marginally differs from the real distribution in the countries examined (according to official statistics of current population estimation). Accordingly, the sample size is weighted to allow an expansion of the results to the population of the respective country (older than 16 for CATI interviews, aged between 16 and 74 for CAWI surveys).
Irrespective of the industry, the following socio-demographic data of the respondents is gathered:
- Household size
- Household net income
- Internet use