In der Ausgabe 2016 zum Kundenmonitor Deutschland glänzen nach den letztjährigen Erfolgen der Onlinedienstleister besonders die Filialisten mit einer Steigerung der wahrgenommenen Servicequalität. Speziell höhere Zufriedenheit für Freundlichkeit und fachliche Beratung in den Filialen führen zu neuen Spitzenwerten im Lebensmittelhandel sowie bei Filialbanken und Postfilialen. In der Kundengunst verlieren dagegen Fluggesellschaften und Mobilfunkanbieter mit der Folge messbar niedrigerer Loyalität zur genutzten Marke.
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