High customer satisfaction is of paramount importance to us. That is why we collect around 30,000 pieces of customer feedback every month throughout the entire customer journey. We ask our customers specifically about their concrete experiences with our freenet and klarmobil brands, their satisfaction and their willingness to recommend us to others. This continuous survey enables us to record positive and critical feedback in real time. This enables us to respond to potential problems at an early stage and develop our offerings in a targeted manner. To ensure that everyone in the company can work closely with our customers' needs, we make customer feedback available throughout the company. This creates transparency, promotes customer proximity and helps us to make better decisions in the interests of our customers.

At freenet, we see customer feedback as a valuable basis for the further development of our processes, products and communication. We systematically integrate the wishes, motives and requirements of our customers into business decisions across all areas of the company. We rely on active exchange: we bring together external perspectives and internal teams in various formats to jointly develop ideas, clarify questions and work out new solutions. This creates a direct dialogue between employees and customers that goes beyond simply listening. The aim is to initiate concrete changes – whether in the design of customer journeys, product development, communication or in over-the-counter retail. Every piece of feedback is a contribution to improvement. Because every voice counts for us.

Equal access to the digital world is an important prerequisite for social participation. We want to give as many people as possible access to modern telecommunications – regardless of age, experience or financial means. To this end, we offer a wide range of mobile phone tariffs for different needs and budgets, as well as modern devices and customisable services.

We are also involved in projects that promote digital skills. In Berlin, freenet employees volunteer to help senior citizens touse digital devices safely and independently, including workshops on smartphone basics, password protection and an introduction to AI.

The freenet SmartLab in Berlin regularly hosts free events and workshops on digital topics. Whether data protection, artificial intelligence or using smartphones, the formats offer practical content that promotes the safe and conscious use of digital technologies.