The Satisfaction Index (SI) is calculated exclusively from data generated in connection with complaints on Complaint24 – including consumer ratings after completion as well as public company responses on the portal.
Only complaints that have been completed and rated are included in the calculation. Two completion statuses are distinguished:
Resolved
An agreement was reached. The issue was resolved and the complaint was closed positively.
Unresolved
No solution could be reached. The issue remains unresolved and the complaint was closed negatively.
SI = ((AQ × 3) + (CR × 10 × 2) + (SR × 3) + (REC × 2)) / 10
The consumer rating (CR) is based on a scale from 0 to 10 and is therefore scaled accordingly in the calculation.
The Satisfaction Index is composed of four criteria:
The response rate shows in how many cases a company has responded to a complaint.
A complaint is considered answered if one of the following conditions is met:
The company publishes a public response on Complaint24 before the complaint is closed. In this case, the complaint is automatically counted as answered.
If no public response has been posted by the time the complaint is closed, the consumer can indicate during closure whether they were contacted by the company. If contact is confirmed, the complaint is counted as answered.
Important:
If a public response already exists, the consumer can no longer provide additional confirmation of contact.
Only the status at the time the complaint is closed is relevant for the calculation. Responses published after closure and rating are not considered retrospectively.
Average customer service rating given by consumers on a scale from 0 to 10.
Percentage of completed complaints in which consumers confirmed that their issue was resolved.
Percentage of completed complaints in which consumers stated that they would recommend the company after their complaint was handled.
The Satisfaction Index is updated daily.
A Satisfaction Index is only calculated if at least 3 complaints have been completed and rated within the last 12 months.
If these requirements are not met, the company profile will display “n/a” (not available).