We keep our promises
2min read
05/11/2020
RAJA Germany is voted Customer Service of the Year 2021 in the category Office Supplies & Equipment.
On the evening of 4 November, the ceremony to announce the winners of Voted Customer Service of the Year 2021 took place, not as planned in Frankfurt am Main, but as a virtual live event due to the Corona pandemic. The RAJA employees did not miss the opportunity to follow the award ceremony together in a small setting, but at a distance.
The joy was great when RAJA emerged as the winner in the category Office Supplies & Business Equipment. This puts RAJA in the company of companies such as Michelin, robot, Weltbild or IONOS by 1&1, whose outstanding commitment to customer satisfaction was also honoured.
Customer Service of the Year is the independent event in the field of customer service. The award ceremony was held in Germany for the first time by Armonia Deutschland GmbH. So far, the Customer Service of the Year Awards have only been held in France, Spain, England, Morocco and Tunisia. It should be mentioned that RAJA France and RAJA Spain can already call themselves award winners.
What was evaluated?
During the 10-week evaluation phase, 225 mystery test enquiries were carried out at each company, distributed over the channels telephone, e-mail, webshop, chat and social media. The evaluation was based on up to 15 criteria, from the waiting time to the politeness and competence of the consultants to the tone used in the written answers.
RAJA scored particularly well in the areas of telephone enquiries, internet navigation and social media. There are still small points for improvement in the areas of e-mail and chat communication. According to Christina Gauland, Head of the Customer Service Centre, these will be successively addressed, because the goal is to offer customers the best possible shopping experience on all channels.
“We keep our promises” became the internal motto for the evaluation phase, because that is exactly what RAJA is all about. Even during Corona, RAJA was able to assure its customers of full accessibility and advisory competence and deliver the goods in 24/48, thanks to long-standing partnerships with the suppliers.
