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Mit Rat Und Tat Chenspeziu Sch Auf Einer Skala Von 0 Bis 100 Punkten

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Mit Rat Und Tat Chenspeziu Sch Auf Einer Skala Von 0 Bis 100 Punkten VERLAGSSONDERVERÖFFENTLICHUNG DEUTSCHLAND TEST Verkaufsgespräch Drei Viertel der Alle Testsieger nach Branchen Deutschen wünschen sich bei größeren Branche/Unternehmen Punkte Branche/Unternehmen Punkte AnschaV ungen eine Abrechnungsdienstleister Cognos 85,9 qualiU zierte Beratung Methodik VSA 100,0 Blumenhändler Arbeitnehmervermittlung Blume 2000 100,0 Test Amadeus Fire 100,0 Buchhändler Zum dritten Mal hat DEUTSCHLAND Teilzeit Thiele 98,9 Heinrich Hugendubel 100,0 TEST das Thema „Kundenberatung“ Randstad 91,5 Thalia 92,7 untersucht. Im Kern ging es um diese Hays 69,0 DBH 83,8 Fragen: Welche Firmen und Händler sind hier stark? Wem gelingt Franz & Wach Personalservice 61,0 Büromöbel der Mix aus gebotener Zurückhaltung und gewünschter Informa- Autobanken König + Neurath 100,0 tionsqualität am besten? Sprich: Wer leistet eine punktgenaue und bedarfsorientierte Beratung? Die Antwort liefern die Tabellen auf Toyota Kreditbank 100,0 Sedus Stoll 55,8 den folgenden Seiten – inklusive aller Branchen und Testsieger. Volkswagen Bank 89,8 Callcenter-Betreiber BMW Bank 89,6 Convergys Global Services 100,0 Datenerhebung Mercedes-Benz Bank 87,0 Catering & Lebensmittellieferung Das Erfassen der Daten erfolgte in zwei Stufen. Zunächst wurden Autohändler Sodexo 100,0 sämtliche Texte, die die zuvor deU nierten SuchbegriV e enthalten, Auto Eder 100,0 Aramark 59,5 aus dem Internet geladen und in einer Datenbank erfasst (durch- Autovermieter Coffee-Shops geführt von Ubermetrics, Berlin). Basis hierfür waren Zehntausen- Sixt 100,0 Starbucks 100,0 de Online-Nachrichten und mehrere Millionen Social-Media- Europcar 92,7 Damenbekleidung Quellen. Nicht erfasst wurden Seiten oder Inhalte, die sich hinter Autowerkstätten Gerry Weber 100,0 einer Bezahlschranke oder einem zugriV sgeschützten Bereich Carglass 100,0 Ulla Popken 76,3 beU nden. Voraussetzung war außerdem eine deutsche („.de“) oder Bäckereien & Konditoreien Gina Laura 65,2 deutschsprachige Domain („.at“ und „.ch“ wurden ausgeschlossen). Der Beck 100,0 Direktbanken Anschließend wurden die Daten mithilfe künstlicher Intelligenz – Backstube Wünsche 94,9 Comdirect 100,0 sogenannter neuronaler Netze – analysiert (Beck et al. Services, Ludwig Stocker Hofpfi sterei 58,7 Consors Finanz 55,7 München). Dabei wurden die Textfragmente in drei Schritten mit Brothaus 54,9 Discounter Informationen angereichert: Welche Marke wird erwähnt? Welches Papperts 53,2 Lidl 100,0 Thema wird besprochen? Welche Tonalität weist das Textfragment Dat Backhus Heinz Bräuer 51,4 Drogeriemärkte auf? Bahnen Rossmann 100,0 Deutsche Bahn 100,0 dm Drogeriemarkt 53,9 Auswertung Banken Einrichtungsgeschäfte Studie „Kundenberatung“ Für die Studie wurden 21 Millionen Nennungen zu 4000 Unterneh- Deutsche Bank 100,0 Ikea 100,0 men jeweils den Kategorien Service, Beratung, Vertrauen und BBBank 89,2 Porta Möbel 75,6 Kundenzufriedenheit zugeordnet und ausgewertet (Dezember 2018 Degussa Bank 88,4 Opti-Wohnwelt Föst 69,0 bis November 2019). Gewichtet wurde jede dieser vier Kategorien Postbank 79,5 Möbel Inhofer 68,0 mit einem Viertel. Die Berechnung des Punktwerts erfolgte bran- Commerzbank 57,2 Segmüller 61,8 Mit Rat und Tat chenspeziU sch auf einer Skala von 0 bis 100 Punkten. Zur Berech- nung der einzelnen Punktwerte wurde für jedes Unternehmen Targobank 53,3 Einzelhandel & Cash-and-Carry 4000 Unternehmen aus fast 150 Branchen im Check – welche Firmen in zunächst der Anteil der positiven und negativen Nennungen zur Baumärkte Selgros 100,0 Gesamtzahl der Nennungen für das Unternehmen errechnet. Aus Baywa 100,0 Metro 74,6 Deutschland für eine besonders hohe Beratungsqualität stehen dem Saldo der Anteile der positiven und negativen Nennungen Toom 92,3 Elektrofachgeschäfte ergibt sich der Tonalitätssaldo. Er wurde anschließend für jedes Hornbach 72,0 Media Markt 100,0 Unternehmen und für die jeweilige Branche in einem Punktwert Bauhaus 69,8 Expert 93,8 Hagebau 68,5 Elektroinstallation arf ich Ihnen helfen?“ So man- und wollen nun eine persönliche Ein- Internet. Ein zentraler Punkt bei der Kun- standardisiert. Das jeweils beste Unternehmen bildet mit 100 Bausparkassen Senvion 100,0 cher Kunde könnte bei dieser schätzung. Und dann sind da noch dieje- denbindung ist die Beratung. Umfragen Punkten die Referenz der Branche, der Rest wurde auf der Spanne Schwäbisch Hall 100,0 Elektronik-Großhändler Frage auf dem Absatz kehrt- nigen, die den Laden mit ganz vagen Vor- zeigen: Gerade bei größeren Anschaf- von 0 und 100 Punkten abgetragen. Wüstenrot 99,0 Rutronik Elektronische machen. Auch fühlen sich viele stellungen betreten und sich von Anfang fungen legen mehr als drei Viertel der 100,0 D Auszeichnung Bauunternehmen Bauelemente unwohl, wenn sie beim Stöbern unter bis Ende leiten lassen. Deutschen besonderen Wert auf eine scharfer Beobachtung des Verkäufers Kunde ist eben nicht gleich Kunde. Für qualifi zierte Beratung. DEUTSCHLAND Das Prädikat „Exzellente Kundenberatung“ wurde anhand der Goldbeck 100,0 Energiedienstleister stehen. Dann gibt es wiederum Kun- die Unternehmen bedeutet das: Jeder TEST zeigt, welche Unternehmen diesem erreichten Punktzahl im Gesamt-Ranking vergeben. Der jeweilige Strabag 95,5 Ista 100,0 den, die genau wissen, was sie möchten einzelne Kontakt erfordert Fingerspitzen- Anspruch am besten nachkommen. Branchensieger erhielt 100 Punkte und setzt damit den Referenz- Implenia 92,9 Energieversorger wert für alle anderen untersuchten Unternehmen innerhalb der Wolff & Müller Innogy 100,0 – aber dennoch nach Beratung fragen. gefühl. Denn die Konkurrenz schläft nicht 77,1 Branche. Eine Auszeichnung erhalten diejenigen Unternehmen, die Hoch- & Industriebau RWE 98,9 Sie haben vorher im Internet recherchiert – weder in der Fußgängerzone noch im MAIKA BONNER/THORSTEN JACOBS mindestens 50 Punkte in der Gesamtwertung erreicht haben. Hentschke Bau 70,4 Uniper Global Commodities 89,4 Durchgeführt wurde die Studie durch das Institut für Management- Bildungsdienstleister E.on 86,4 und Wirtschai sforschung (IMWF). SRH Schulen 100,0 EnBW 50,6 Foto: Adobe Stock VERLAGSSONDERVERÖFFENTLICHUNG DEUTSCHLAND TEST Branche/Unternehmen Punkte Branche/Unternehmen Punkte Branche/Unternehmen Punkte Branche/Unternehmen Punkte Branche/Unternehmen Punkte Branche/Unternehmen Punkte Entsorgungs- & Großhändler für Öffentlicher Dienst Schuhe Stadtwerke Konstanz 70,6 Verkehrsgastronomie Recyclingunternehmen Lebensmittel & Getränke Bundesagentur für Arbeit 100,0 Birkenstock Orthopädie 100,0 Stadtwerke Jena 70,5 Alex Gaststätten 100,0 Umicore 100,0 Hawesko Holding 100,0 Deutsche Rentenversicherung 73,0 Deichmann 51,0 Stadtwerke Osnabrück 66,6 Vermieter von Maschinen & Geräten Facility Manager Transgourmet 82,1 Europäische Zentralbank 64,3 Schuhhändler Stadtwerke Bonn 66,5 HKL Baumaschinen 100,0 Wisag Service Holding 100,0 Großhändler für Online-Bürobedarfshändler Foot Locker Germany 100,0 Stadtwerke Halle 65,6 Vermögensverwalter Farben & Lacke Pharmazie & Medizintechnik Lyreco 100,0 Service-Dienstleister SWE Stadtwerke Erfurt 64,2 WM-B Vermögensverwaltung 100,0 Akzo Nobel 100,0 Sanacorp 100,0 Online-Versandhändler Ias 100,0 Stadtwerke Solingen 55,8 EuroPentair 66,2 Caparol Farben Lacke Großhändler für Stahl & Metalle Amazon 100,0 Sicherheitsdienste SWK Stadtwerke Krefeld 54,6 Versicherungen 82,2 Bautenschutz Klöckner 100,0 Parfümerien Securitas 100,0 Stadtwerke Trier 51,9 Signal Iduna 100,0 Feinkosthändler Douglas 100,0 FraSec Steakhäuser Aachen Münchener 50,4 Großhändler für 86,3 Feinkost Käfer 100,0 technische & chemische Produkte Pflege- & Hilfsdienste Fraport Security Services Maredo 100,0 Versicherungsmakler Fernseher & Heimkino 3M 100,0 AWO Service 100,0 Prosegur 52,5 Stellenvermittlungsagenturen Ecclesia Versicherungsdienst 100,0 Panasonic 100,0 Hafendienstleister Pflege- & Seniorenheime Smart-Home-Lösungen Experis 100,0 Funk Gruppe 57,1 Philips 58,1 Hamburger Hafen und Logistik 100,0 Collegium Augustinum 100,0 Loxone 100,0 DIS 74,3 Volks- & Raiffeisenbanken Fertighäuser Duisburger Hafen 88,2 SeniVita Sozial 90,8 Rademacher 86,9 Strom- & Gasnetzbetreiber Volksbank Mittelhessen 100,0 Bien-Zenker 100,0 HPA Hamburg Port Authority 60,2 Hospital zum Heiligen Geist mit Software- & Hardware-Entwickler Bayernwerk 100,0 Hannoversche Volksbank 92,3 Finanzdienstleister Niedersachsen Ports 57,7 Oberalten-Stift, Marien- 72,0 Itelligence 100,0 Supermärkte Volksbank Raiffeisenbank 81,8 Interhyp 100,0 Eurogate 55,2 Kundenberatung Basis für erfolgreiche Geschä1e Magdalenen-Kloster & Altendank Heitec 76,6 Rewe 100,0 Rosenheim-Chiemsee Finanzvertriebe Händler für Fahrzeugteile Compassio 69,4 Software-Unternehmen Edeka 86,8 Dortmunder Volksbank 66,6 MLP 100,0 A.-W. Heil & Sohn 100,0 Kursana Care 68,4 Microsoft 100,0 Kaufland 53,9 Volksbank Sauerland 57,9 Fintechs Haushaltselektrogeräte Branche/Unternehmen Punkte Branche/Unternehmen Punkte Alloheim Senioren-Residenzen 54,7 Solartechnik Systemgastronomie Wiesbadener Volksbank 55,4 Scalable Capital 100,0 Siemens 100,0 QSC 72,3 Lichttechnik Portale, Communitys & SMA Solar Technology 100,0 Burger King 100,0 Berliner Volksbank 55,0 Fluggesellschaften Vorwerk 96,6 Cisco Systems 63,2 Zumtobel Lighting 100,0 Suchmaschinen Sozial- & Vapiano 59,5 Weinhändler Lufthansa 100,0 Miele 54,2 Kabelnetzbetreiber Trilux 85,4 Google 100,0 Gesundheitsunternehmen Nordsee 55,4 Jacques’ Wein-Depot 100,0 Flughäfen Heimtierbedarf Kabel Deutschland 100,0 Logistikunternehmen Post- & Kurierdienste Malteser Deutschland 100,0 Tankstellen Weiterbildungsanbieter Fraport 100,0 Zooplus 100,0 Kaufhäuser SSI Schäfer 100,0 DHL 100,0 Alexianer 71,9 Retail Operating Company
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