How good is customer service at German municipal utilities really?

Status quo in municipal utility customer service 2025

What is the current state of customer service at German municipal utilities, and which digital solutions can increase efficiency and customer satisfaction? In this study, we analyze the existing service channels, highlight discrepancies between offerings and customer expectations and present concrete potential for optimization. Find out why municipal utilities still need to upgrade and how AI-supported solutions such as chatbots and AI copilots can revolutionize customer service.

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Methodology

For the study, 411 municipal utilities in Germany were analyzed with regard to their service offering, first response time and general service quality. Publicly available information on the service channels offered was evaluated and a test request was sent by email to over 50 municipal utilities.

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Service channels offered

The analysis of the service channels offered shows a mixed picture: While some municipal utilities already rely on digital solutions, the overall offering often falls short of modern customers' expectations. It is particularly striking that many companies continue to rely heavily on traditional, manual processes.

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Evaluation of the response time

A key finding of the study: the customer service of many municipal utilities is slower than expected. In a practical test, we sent a simple service request by email to over 50 municipal utilities - but after seven days, only 44% had responded at all.

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Answers to the following questions await you:

  • Which service channels are used and how?
  • What is the difference between customer expectations and reality?
  • What is a good response time?
  • What technological options do I have?
  • and much more