PAYBACK is “Service Champion”

For the second time in a row, PAYBACK has triumphed when it comes to customers’ personal service experience, taking the top spot in the 2014 Service Champions Study. This is the fourth time that the company ServiceValue GmbH has cooperated with the Goethe University Frankfurt and the newspaper DIE WELT to conduct Germany’s most comprehensive rankings of the service quality offered by companies there. In the service rankings of a total of 1,500 companies across more than 180 industries, PAYBACK once again took pole position in the “loyalty systems” category, beating other programmes such as Miles & More and the Deutschlandcard. The survey focuses purely on customers’ experiences, and the assessment is conducted by real experts: current and former customers with direct experience of the companies and their services.

The representative study received scientific guidance from the Goethe University in Frankfurt am Main. The service rankings use the scientifically proven "Service Experience Score" (SES) to evaluate customers’ opinions. “The SES is a reliable indicator that incorporates customer recommendations, repeat usage, purchase of additional products and services as well as emotional attachment,” says Prof. Rolf van Dick, head of social psychology at Frankfurt’s Goethe University. As a result, the service rankings deliver “credible insights into which companies successfully provide customers with good service experiences and which companies are less successful,” Prof. van Dick goes on to explain.

“More than 73 million customers around the world – and 24 million of them in Germany – already collect PAYBACK points. Our aim is to provide them with the best, most relevant offers and to constantly offer the best online, offline and mobile services. We are delighted to have received the ‘Service Champion’ award, because it confirms that our efforts to deliver top customer benefits are appreciated,” comments Bernhard Brugger, CEO of PAYBACK Europe.