What motivates us

Kund*in

Our customers are always the main focus of all our actions. Priority is given to their needs.

We are aware of our customers’ requirements, we arrange our offer and our services according to their needs, we incorporate customer feedback into our optimisation processes and seek exchanging information with you.

In order to make the shopping experience as pleasant as possible, we rely on technologies such as CGI (Computer Generated Imagery) and augmented reality for instance and provide a digital image search in the shop. However, such a customer-focused attitude involves a learning curve. How is the OTTO customer anyway; what do you want and how do you sound? In order to be able to answer these questions right at the beginning of your time spent at OTTO, all new employees partake in a programme called “Love Your Customer” in the course of the first few days on the new job. Therefore, all colleagues work in OTTO Customer Centre for two days, talk and chat with customers. Focus during the entire programme is placed on customer orientation. Why OTTO does that? Because the customers’ recommendation safeguards the future.

: Services are not only important for OTTO but also for more and more customers. Regardless of whether installation and connection of a new cooker or taking the old refrigerator to the recycling centre. OTTO takes care of it. Taking old appliances, installing electric built-in appliances, customer service by phone or chat, shipment tracking or swatches: OTTO provides a multitude of different services. We are a leading company, particularly in the area of “white goods”: Every other washing machine bought online in Germany is from OTTO. Furthermore, we are Germany’s largest online furniture dealer. Accordingly, we have a great deal of experience in so-called two-man handling: the delivery of heavy and bulky goods. For furniture, we offer an assembly service at the desired location and take the old furniture or washing machine with us when we leave. Moreover, customers can also book a long-term warranty.
In addition to our service, our most significant USP is the extensive and personal customer consulting service. Today, 12.5 million calls are made to us and 4.7 million mails are sent to us every year. Our approximately 2,000 consultants are on duty in 16 Customer Centres nationwide. They are there for our customers 24 hours a day, seven days a week and 365 days a year; even on Christmas and New Year's Eve, in writing or via social media.

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