2017 Integrated Report – Departure into a new era

Mixed customer satisfaction

Customer satisfaction (SI)

2017

2016

2015

_

Passengers 

75.8

76.0

76.4

DB Long-Distance

77

77

75

DB Regional (rail)

68

69

71

DB Regional (bus)

74

75

74

DB Arriva (bus and rail, Great Britain)

80

81

83

DB Netze Stations (passengers/visitors)

69

69

69

DB Sales

82

81

81

DB Connect (car-sharing)

78

76

78

DB Connect (Call a Bike)

79

77

77

Freight transport and logistics 1)

70.5

67.5

DB Cargo 1)

67

64

DB Schenker 1)

74

71

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

Regular measurement of customer satisfaction is very im­­por­­­tant to us. The data is gathered in each case by independent market research institutes.

In the year under review, customer satisfaction in relation to freight transport and logistics (DB Cargo, DB Schenker) improved noticeably. Overall customer satisfaction of passengers has remained more or less stable. DB Sales improved slightly in this respect, while DB Regio­­nal is slightly below the previous year’s level.