Customer satisfaction
Customer satisfaction (SI) | 2019 | 2018 | 2017 | |
| DB Long-Distance | 76.5 | 77.1 | 77.2 |
DB Regional (rail) | 66.1 | 66.3 | 68.1 | |
DB Regional (bus) | 73 | 74 | 74 | |
DB Cargo | 61 | 60 | 67 | |
DB Netze Stations (passengers/visitors) | 69 | 68 | 69 | |
DB Arriva (bus and rail, Great Britain) | 78 | 79 | 80 | |
DB Schenker | 71 | 71 | 74 | |
Continuous and systematic customer feedback provides the basis for ensuring adequate product and service quality. That is why regularly evaluating customer satisfaction is hugely important to us. The data is gathered in each case by independent market research institutes. It is based on almost 160,000 interviews with end customers and business customers across 35 studies.
In the year under review, overall customer satisfaction for passengers declined, while it remained the same or improved slightly in the key areas of freight transport and logistics for business customers. DB Cargo improved slightly, while DB Schenker remained stable. While customers had a better opinion of DB Netze Station and satisfaction in DB Regional Rail was roughly the same as the previous year, DB Long-Distance and DB Regional bus had declining satisfaction rates.
