Support That Delivers – Globally Trusted, Consistently Excellent

In 2024, ETAS once again demonstrated the importance of strong, reliable, and personal customer support. Through our annual Global Customer Survey, we engaged with customers from around the world to gather open and honest feedback. The response was remarkable, with 699 participants from all major regions sharing valuable insights into their experiences with ETAS support.

The survey featured 13 questions spanning various topics — from response times and availability to information quality, overall satisfaction, and product usage. This thorough approach gave us a holistic view of how customers experience our services and where they see opportunities for further improvement.

The message was clear: our support stands out in the industry. A notable 76 percent of respondents rated our availability as better than that of other providers — the highest result across the entire survey. In terms of overall support quality, 67 percent placed ETAS ahead of the competition. Respondents specifically commended our fast response times, clear and helpful communication, and the professional, personal support they received. Whether they accessed our hotline services or benefited from the on-site expertise of our resident engineers, the experience was consistently described as responsive, friendly, and solution oriented.

One aspect that customers frequently highlighted was the value of personal interaction. Our in-house team and our resident engineers were highly praised by our customers. Differentiating aspects were the accessibility, deep technical know-how, and hands-on presence of our in-house team and our on-site support engineers. As one customer articulated, “Very professional and personal support, also on-site. That’s excellent.”

We take great pride in our achievements so far and remain committed to continuously raising the bar. Delivering outstanding support isn’t merely about meeting benchmarks; it’s about building trust, maintaining close relationships, and always listening to our customers.

Fast. Friendly. First-Class. That’s ETAS.