How our customers rate TK’s service
We regularly survey our insurees to see how satisfied they are with our customer service. The results of these surveys and additional research yield certain service performance indicators, which we publish here.
Techniker Krankenkasse has established service standards which take a customer-oriented approach and support the customer service process from the first inquiry from a customer through to the completion of a case.
To evaluate whether we are achieving our goals, we survey our customers every two months to see how satisfied they are with our service. In addition, we determine how quickly they can reach us. We summarise the results in the form of service performance figures.
Overall customer satisfaction rate: 96.8 percent
- 96.8 percent of all respondents are satisfied overall with the service provided by TK (result from 17,725 customer surveys during the period from May to June 2020).
Call transfer rate: 97.2 percent
- 97.2 percent of all customer calls coming in during our service hours were transferred in August 2020.
Waiting time: 26 seconds
- In August 2020, callers had to wait an average of 26 seconds before being able to talk to a TK employee.