Customer satisfaction
| Customer satisfaction (SI) | 2020 | 2019 | 2018 | |
DB Long-Distance | 80.2 | 76.5 | 77.1 | |
DB Regional (rail) | 69.0 | 66.1 | 66.3 | |
DB Regional (bus) | 71 | 73 | 74 | |
DB Cargo | 68 | 61 | 60 | |
DB Netze Stations (passengers/visitors) | 72 | 69 | 68 | |
DB Arriva (bus and rail, United Kingdom) | 80 | 78 | 79 | |
DB Schenker | 74 | 71 | 71 | |
Regular evaluation of customer satisfaction is hugely important to us. The surveys are conducted anonymously and by independent market research institutes. Details on development in the individual business units can be found in the chapter Business unit development.
Targets and management approach
Punctuality is the key indicator of product quality at a Group level in terms of the Strong Rail strategy, and is a determining factor in calculating the variable compensation amount for executives at DB Group.
Other important levers for increasing product quality include the use of more modern vehicles, reliable and comprehensive customer and transport information, the quality and reliability of services offered, as well as reasonable travel and transport times. That is why we continually invest in our fleet and infrastructure, and optimize cooperation with our suppliers and sector partners. We also place a strong emphasis on tapping into the opportunities of digitalization. Our initiatives for increasing product quality and improving customer satisfaction are an important part of the plan to implement our strategy.
The rock of mobility
“We’re moving on!” Consistently since the start of the Covid-19 pandemic, we have played a substantial part in getting people and goods safely and reliably to their destination. Our brand image and customer satisfaction figures both reached new highs in 2020. In particular, this shows that our customers highly value our commitment and our reliability during the pandemic.