2017 Integrated Report – Departure into a new era

Mixed assessment of price-performance ratio

To optimize perception of the price-performance ratio of our offers, specific measures aimed at increasing quality and broadening the scope of services were implemented, together with certain pricing measures and measures aimed at altering customer perception.

Customers’ views of the price-performance ratio are collected through customer satisfaction surveys in many business units. Views are rated on a scale from 1 (very satisfied) to 6 (very dissatisfied), except for DB Cargo, which uses a scale from 1 to 5. The data is used to compile a satisfaction index (SI), which is used uniformly throughout DB Group. Scores are converted to a scale from 0 to 100.

Assessment of price-performance ratio (SI)

2017

2016

2015

_

DB Long-Distance

66

67

65

DB Regional Bus

64

65

63

DB Cargo 1)

59

56

DB Netze Energy (traction current) (B2B) 2)

67

64

DB Vehicle Maintenance (external customers)

53

61

60

DB Connect (car-sharing)

72

70

74

DB Connect (Call a Bike)

82

84

78

1) Survey every two years (annually from 2017).

2) Survey not conducted in 2017.

Satisfaction with the price-performance ratio has deteriorated for the most part. An improvement was only seen at DB Cargo and the car-sharing offered by DB Connect.