Ismaning, April 07, 2022 – Consistently on the road to success: For the tenth time in a row, the live commerce expert HSE has been awarded the renowned “Germany’s Customer Champions” award – and for the eighth time since 2013 as the best place. With the highest fan quota of 57 percent, the company secured first place among B2C companies with 500 to 4,999 employees. HSE thus clearly exceeds its survey results from the previous year (+4 percent) and once again impresses with consistently outstanding service quality.
Customers consistently rated HSE’s service highly and, above all, emphasized reliability, sympathy and fairness as decisive factors for the positive image.[1] The company is also perceived by consumers as particularly successful from an economic point of view and received an excellent 93 out of 100 points (“is very successful”). The high level of satisfaction among HSE customers is reflected in particular in their loyalty to the live commerce provider: 96 percent stated in the survey that they would definitely remain a customer of HSE in the long term.
“The retail business is constantly changing and has developed enormously in recent years,” says Sandra Rehm, CEO of HSE. “The renewed award as Germany’s customer champion is all the more important for us: It is a proof point that customer proximity is essential for progress.” Uwe Richter, Director Customer Service at HSE, adds: “To be awarded for the tenth time in a row is confirmation the outstanding performance of all colleagues in the service area, who have ensured the high quality of our customer experience for so many years with impressive consistency”.
Inspiration, entertainment and outstanding service: HSE impresses across the board Starting with the entertaining live shows and the transparent ordering process through to delivery: HSE is characterized by its customer-oriented all-round service, which enables a unique shopping experience. At all touchpoints, customers can be sure that they have chosen the right provider and that they are receiving competent advice – from one of the 1,300 customer advisors who are enthusiastically at their side every day
The “Germany’s customer champions” award is presented annually by the market research and consulting company 2HMforum. awarded in cooperation with the German Society for Quality eV (DGQ) and the FAZ Institute. A total of 21,000 customers from more than 200 companies were surveyed this year as part of the nationwide competition.
[1] “is very reliable” 90 out of 100 points, “is very likeable” 90 out of 100 points, “is very fair” 92 out of 100 points
About HSE
HSE is a leading provider in Europe in the field of live commerce. Whether via one of the TV stations, the online shop, the award-winning app or via social networks – customers decide when and where they shop at HSE. HSE stands for the most entertaining form of shopping and inspires 1.8 million active customers who appreciate the curated range of products from the areas of fashion, jewellery, beauty, wellness, household and home & living.
The company reaches around 46 million households in Germany, Austria and Switzerland via three TV channels (HSE, HSE Extra and HSE Trend).
In the 2020 financial year, HSE generated revenues of EUR 809 million and an Adjusted EBITDA of EUR 160.3 million with an Adjusted EBITDA margin of 19.8 percent. Over 1200 employees, including over 850 in Germany, ensure a shopping experience that is both entertaining and customer-oriented. In addition, there are more than 2,800 external jobs at logistics and call center partners. HSE has received several awards for the outstanding service quality. The company has been majority-owned by the investment company Providence Equity Partners since 2012. More information on the HSE website and in the online shop.