Customer satisfaction showing weaker development
Customer satisfaction (SI) | 2018 | 2017 | 2016 | |
Passengers | 75,1 | 75,8 | 76,0 | |
DB Long-Distance | 77 | 77 | 77 | |
DB Regio (rail) | 66 | 68 | 69 | |
DB Regio (bus) | 74 | 74 | 75 | |
DB Arriva (bus und rail in Great Britain) | 79 | 80 | 81 | |
DB Netze Stations (passengers/visitors) | 68 | 69 | 69 | |
DB Sales | 82 | 82 | 81 | |
DB Connect (car-sharing) | 79 | 78 | 76 | |
DB Connect (Call a Bike) | 79 | 79 | 77 | |
Freight transport and logistics 1) | 65,5 | 70,5 | – | |
DB Cargo 1) | 60 | 67 | – | |
DB Schenker 1) | 71 | 74 | – | |
1) Survey annually since 2017.
Regular measurement of customer satisfaction is very im - portant to us. The data is gathered in each case by independent market research institutes. It is based on nearly 160,000 interviews with end customers and business customers.
In the year under review, overall customer satisfaction declined. While the development for passengers remained relatively stable, at DB Cargo and DB Schenker it declined noticeably. DB Long-Distance, DB Regional Bus and DB Sales maintained the same level, while at DB Regional Rail, in particular at the S-Bahn (metro) systems and DB Netze Stations, it deteriorated.
The development of customer satisfaction is therefore below our forecasts as seen in the 2017 Integrated Report.