German flooring retailers: Knutzen in first place, Kibek in second place
Knutzen came out on top in a recent study of German home textiles and floor coverings chains: It was conducted by the Institute for Service Quality (DISQ) on behalf of the news channel NTV. With 82.3 out of 100 points, the North German furnishing chain received the grade "very good"; all other specialist store chains were rated "good". In second place is carpet specialist Kibek ("good"), in third place Hammer. They are followed by TTL, TTM and Tedox.
In the sub-category "advisory competence", almost all chains scored "very good"; Tedox at least scored "good". According to the study, however, waiting times are a shortcoming. The appealing, clean and mostly barrier-free sales rooms were particularly positive. The range of laminate, resilient floor coverings, carpeting and home textiles was also largely convincing; however, the parquet product group was not part of the range in 30% of the branches tested. In terms of additional service, all scored well: with delivery offers, installation services and the disposal of old floor coverings, for example.
For the DISQ service study, ten undercover visits (mystery tests) were made to different branches of each of the six companies, i.e. a total of 60 service contacts.Carpet Home-Newsletter: Click here for free newsletter subscription