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Innovative products, excellent service

How Tchibo keeps and fosters its customers’ trust.

Our customers’ trust is the basis of our success – the strength of our brand depends on it.The question of how we can best fulfil our customers’ expectations today and in the

future plays a significant role in determining our business activities. The answer is:

Tchibo has to offer services and products that provide added value and that set us apart

from our competition.

Over the past 6 years! we have developed a wide customer base through special

 products! high quality! fair prices! friendly and competent advice! and individual service.Our future success depends largely on our being able and willing to maintain and bolster

the brand’s popularity and customers’ trust in it. "e can achieve this by means of

consistent customer orientation! top quality products and full consumer protection.

 

Customer orientation: In our business culture, consistent customer orientation is a central value. We want

to attract and retain customers by means of our service promise and standards.

Products: We will live up to our aspiration to provide the best quality products through comprehensive

testing processes and extensive testing. ur understanding of quality also encompasses social and

environmental factors.

 

Consumer protection: We are in constant contact with our customers, putting all of our efforts into

complying with the legal requirements that protect consumers and their personal data.

Service: at the heart of all we do

Why Tchibo values its customers and their satisfaction so

highly.

#ach wee$! over ten million customers visit Tchibo shops in %ermany! &ustria and'wit(erland alone! as well as Tchibo’s online shops. Their satisfaction is our top priority.

)onsistent customer orientation is therefore a central value of Tchibo’s corporate culture.

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"e listen to our customers! learning from their criticism and suggestions *ust as we do

from their wishes and ideas. "e ta$e targeted measures within the scope of our mar$et

research activities! not only to ascertain and evaluate opinions! but also to align ouroperations with customer feedbac$.

"e are *udged by our standards of service as well as by our products! and therefore thesestandards have top priority. "e want to bring people to our business through our service

 promise and standards. "e present ourselves to customers with openness! honesty and

transparency! values also represented by our s$illed customer service operations and professional! comprehensive complaints management system. "e want to harness these

services to continue to improve our services and products in the future. +"hatever we do!

we do it for our customers, is our business principle. -f for some reason our customersare not satisfied! we do everything we can to find the causes and to avoid future mista$es.

 

Listening to our customers: The online survey centre

efore we can understand our customers’ expectations! we first have to $now what these

are. /or this reason! we established the Tchibo #xpert Online 0anel customer surveycentre in 1uly 23. Over 4! Tchibo customers are regularly interviewed through this

mar$et research tool on topics concerning Tchibo. +0anellists, can provide their opinions

online. #mployees in the mar$et research department then present the results and ma$e

these available to the appropriate departments! such as product development. Throughthis system we are able to base decisions concerning our product range directly on our

customers’ wishes.

 

When it comes to sustainability, our customers expect even more

-n 25! we carried out a survey on the issue of sustainability with the help of the Tchibo#xpert Online 0anel. The result: There is a fundamental interest in social and

environmental issues! but half of the respondents were unaware of our activities in this

respect – and only onetenth of respondents felt wellinformed. These figures showclearly that we have not yet been able to satisfy our customers’ need for information on

the topic of sustainability. -n 255! we will wor$ even more rigorously to develop

measures that will $eep our customers still better and more fully informed of ourecological and societal efforts.

Service concept

"e want Tchibo customers to feel right at home with us. "e are dedicated to $eeping

them satisfied with premium products and outstanding service. Our customers experience

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our service not only through direct contact with our s$illed and dedicated employees in

our shops! but also through the quic$ and easy ways to reach our customer services

department! such as email and telephone.

Shop service

#very day! Tchibo employees are at the side of customers with help and advice! ma$ingthem the face of our company. The trust that the Tchibo brand en*oys is based on these

 people’s s$ills and passionate efforts. Therefore! Tchibo places great value on preparing

employees for customer contact as thoroughly as possible and on regularly $eeping theirtraining up to date with courses and motivational training sessions.

Tchibo customers shop at the qualityexperts

What the essence of Tchibo’s unique business model consists

in.

The Tchibo name stands for one of the most popular retail and product brands there is.

Our success is due first and foremost to our unique business model: Tchibo blends

expertise on coffee with a new experience every wee$ of topquality consumer goods at

fair prices.

"e add emphasis to our superlative product quality standards by conducting rigorous

testing processes and comprehensive product chec$s. One of our central challenges in

this regard is increasing the amounts of sustainably produced raw materials we use. Ourextended concept of quality! which applies to all our products! encompasses and

 prioritises social and environmental issues.

 

-n this context! we are committed to encouraging our customers to adopt sustainableconsumption practices! and we assist them in doing so by promoting sustainability

conscious purchasing decisions and environmentally and climateconscious

 behaviour.The ways in which we realise this range from saving energy and water in the production of our goods to providing our customers with services around ecotourism and

green electricity comprising 5 per cent hydroelectric power. "e frame our commitment

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in the context of consistent dialogue with customers! other companies! and political

representatives! aimed at encouraging climateconscious practices.

Quality and safety

/or both coffee and consumer goods! Tchibo applies the highest quality standards to its

 product range. Tchibo’s customers can rely on the products they buy being safe and

having long useful lives – all at fair prices. 

Sustainable consumption

!chibo consistently wor"s to shape its product range to be even more environmentally and socially responsible.

#owever, our commitment will only bear fruit if consumers can identify sustainably produced goods and express

demand for them. With its attractive offers and specific communication with customers, !chibo fosters sustainable

consumption that protects the climate.