Targets (S4-5)

Our goal is to ensure that passengers receive reliable (i.e. timely, complete and accurate) and guiding information consistently across all channels. The improvement from the passenger’s perspective is measured on the basis of customer satisfaction with the information provided in the event of irregularities. The defined target level for passenger information in the event of irregularities (e.g. delays, train cancellations, missed connections or track changes) is a grade of better than 2.4 for 2027. 2.6 was set as the interim target for 2026.

The grades are converted from the index values of customer satisfaction surveys in the event of irregularities. The target relates to the customer satisfaction of passengers traveling with DB Long-Distance and DB Regional (broken down into S-Bahn (metro) and regional transport) in Germany.

The target was set on the basis of current surveys and studies and agreed with the Management Board. Customer needs were recorded in various surveys and incorporated into the target values.

Reporting on target achievement is available in the Group’s internal digital situation room, is made available to the business units in detail on a weekly basis and is discussed in monthly performance dialogs.

In 2025, the planned target for “customer satisfaction in the event of irregularities” was not achieved, at 2.8. The reason for this is poor punctuality, which has a significant impact on customer satisfaction.

Regular customer surveys, exchanges with the DB Passenger Advisory Board and quarterly reporting to the Supervisory Board are relevant for tracking performance. Insights and opportunities for improvement are identified through diverse and continuous customer surveys and market research. Further information can be found under Processes for engaging with consumers and end-users about impacts (S4-2).