Online Commerce Award

July 2019

Strike up the band.

The 2019 German Online Commerce award for best customer service went to the music supply store Thomann, which sells everything from guitar strings to vocoder synthesizers to 2200-watt PA systems.

The award was based on analysis by e-commerce service ECC Köln, part of the Institute for Commercial Research (IFH) at the Cologne University, which examined more than 15,000 customer reviews from more than 120 online shops.

Thomann beat out Amazon, which was, however, named best general online retailer ahead of Otto and Tchibo. In the fashion category, Bonprix ranked first, followed by Ernsting’s Family and Deichmann.

“The best companies succeed in making customers feel like part of a community,” said IFH head Kai Hudetz. “Merchants have to excite customers emotionally and create trust.”

The award ceremony © IFH Köln-ECC Köln