Customer satisfaction
Development in the year under review
Customer satisfaction / grade | 2023 | 2022 | 2021 |
DB Long-Distance | 2.7 | 2.7 | 2.5 |
DB Regional (rail) | 2.2 | 2.2 | 2.0 |
DB Regional (bus) | 2.0 | 2.2 | 2.1 |
DB Cargo | 2.8 | 2.7 | 2.5 |
DB Netze Stations (passengers/visitors) | 2.5 | 2.4 | 2.4 |
DB Schenker | 2.2 | 2.5 | 2.6 |
As part of the further development of the Strong Rail strategy, we have standardized the reporting of customer satisfaction scores by switching to grades. This reflects the level of customer satisfaction on a scale of 1 (very satisfied) to 6 (very dissatisfied). At the same time, the customer satisfaction indicators at DB Long-Distance and DB Regional (rail) were even more closely aligned with the customer experience.
One of DB Group’s top targets is to achieve a consistently high level of customer satisfaction. In passenger transport, in addition to the development of operational key indicators such as punctuality and capacity utilization, ticket purchase, offering, seat availability, comfort and providing information, play an important role. Regular measuring of customer satisfaction is hugely important. The results of the entire travel experience are discussed in regular performance dialogs and efficient management of customer satisfaction is ensured. The data is gathered in each case anonymously by independent market research institutes. The aim is to conduct a direct survey after the end of the trip in order to better assess the relationships between buying decisions and repeat use. The identified drivers of satisfaction are ranked against each other.
Details on development in the individual business units can be found in the chapter Business unit development.
