Customer satisfaction
Development in the year under review
| Customer satisfaction / grade | 2024 | 2023 | 2022 |
|---|---|---|---|
| DB Long-Distance | 2.7 | 2.7 | 2.7 |
| DB Regional (rail) | 2.2 | 2.2 | 2.2 |
| DB Regional (bus) | 2.1 | 2.0 | 2.2 |
| DB Cargo | 2.9 | 2.8 | 2.7 |
| DB InfraGO (stations; passengers/visitors) | 2.6 | 2.5 | 2.4 |
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 examined in regular performance dialogs aimed at ensuring an improvement in customer satisfaction. The data is gathered in each case anonymously by independent market research institutes. We aim to conduct a direct survey in connection with the trip to better evaluate the links between purchasing decisions and reuse. The identified drivers of satisfaction are ranked against each other. DB Cargo’s customer satisfaction survey was conducted in the spring of the corresponding year.
Details on the development of customer satisfaction in the individual business units can be found in the chapter Development of the business units.