We use the TRI*M index to gauge customer retention and regularly participate in benchmarking. The recorded data is based on a customer survey conducted in all markets and segments (except T-Mobile US). To measure the TRI*M value, customers are asked four standardized questions – for example, whether they would recommend Deutsche Telekom to others; their answers are compiled in a key performance indicator. The TRI*M value for the Deutsche Telekom Group is calculated as an overall value from the individual measurement results of the countries or segments.
At the end of the year under review, the indicator for the Group (excluding T-Mobile US) came in at 76.0 points versus an adjusted value of 72.6 points at the start of the year (both determined on a comparable basis). As a result, the index value improved, and we firmly achieved our Group aim of increasing it slightly. The Germany and T-Systems operating segments contributed to the very positive development in particular with significant improvements in customer loyalty. The EU segment also contributed to these results with a strong increase in customer loyalty.
At 71.7 points, the TRI*M index for Germany is significantly higher than in the previous year (69.2). It is also considerably higher than the comparable figures for the competition when it comes to both consumers and business customers. We also experienced a slight improvement in our EU business segment, from 68.8 to 70.2, while the TRI*M index for T-Systems actually increased to 96 from a baseline of 87 points. In sum, we once again firmly reached our overall goal of a slight increase for the Group as a whole. Thanks to the figures achieved at Telekom Deutschland and T-Systems in particular, we are in a leading position which we aim to maintain in 2023. Our aim for the EU segment is to achieve a slight improvement.
Customer satisfaction and loyalty scores are factored into both the long-term variable remuneration scheme for our board members and, to an extent, the performance assessments of our managers, meaning some of their variable salary components are linked to these ratings.
We use the TRI*M index
to gauge customer retention and regularly participate in benchmarking. The recorded data is based on a customer survey conducted in all markets and segments (except T-Mobile US). To measure the TRI*M value, customers are asked four standardized questions – for example, whether they would recommend Deutsche Telekom to others; their answers are compiled in a key performance indicator. The TRI*M value for the Deutsche Telekom Group is calculated as an overall value from the individual measurement results of the countries or segments.
At the end of the year under review, the indicator for the Group (excluding T-Mobile US) came in at 76.0 points versus an adjusted value of 72.6 points at the start of the year (both determined on a comparable basis). As a result, the index value improved, and we firmly achieved our Group aim of increasing it slightly. The Germany and T-Systems operating segments contributed to the very positive development in particular with significant improvements in customer loyalty. The EU segment also contributed to these results with a strong increase in customer loyalty.
At 71.7 points, the TRI*M index for Germany is significantly higher than in the previous year (69.2). It is also considerably higher than the comparable figures for the competition when it comes to both consumers and business customers. We also experienced a slight improvement in our EU business segment, from 68.8 to 70.2, while the TRI*M index for T-Systems actually increased to 96 from a baseline of 87 points. In sum, we once again firmly reached our overall goal of a slight increase for the Group as a whole. Thanks to the figures achieved at Telekom Deutschland and T-Systems in particular, we are in a leading position which we aim to maintain in 2023. Our aim for the EU segment is to achieve a slight improvement.
Customer satisfaction and loyalty scores are factored into both the long-term variable remuneration scheme for our board members and, to an extent, the performance assessments of our managers, meaning some of their variable salary components are linked to these ratings.