Customer satisfaction showing weaker development

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...

 

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The customer is at the center of our actions

We place customers at the center of our actions. Customer satisfaction is therefore the most crucial indicator of our service quality...

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Customer satisfaction - DB Long-Distance

Customer satisfaction was at the same level as in the previous year ...

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Customer satisfaction - DB Regional

Customer satisfaction on rail services declined, particularly on the Hamburg and Rhein-Main S-Bahn (metro) lines. Bus services maintained their satisfaction rating ...

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Customer satisfaction - DB Arriva

Customer satisfaction in Great Britain reduced during the year primarily due to continuing disruption from May timetable changes and industrial action in UK Trains ...

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Customer satisfaction - DB Cargo

Customer satisfaction deteriorated significantly due to problems in reliability and punctuality. Since 2017 we have been surveying about 1,000 customers annually on customer satisfaction...

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Customer satisfaction - DB Schenker

Customer satisfaction deteriorated in the year under review. There are various causes for this ...

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Customer satisfaction - DB Netze Track

Customer satisfaction also worsened. To assess this, about 240 customers are asked each year about their satisfaction with all of the services offered to them. Customers were particularly critical on infrastructure availability and construction works ... 

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Customer satisfaction - DB Netze Stations

Customer satisfaction worsened slightly. Lower scores, particularly on the issues of information about construction work, equipment and status of stations and visual and audio information should be noted. To assess customer satisfaction, about 27,000 passengers are asked each year, in two waves, about their satisfaction with the stations, and about 60 tenants and 90 public transport authorities are surveyed annually...

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Customer satisfaction - DB Netze Energy

We surveyed about 250 customers regarding customer satisfaction. Following the change in our data collection cycle, there was no measurement of customer satisfaction in the previous year. Customer satisfaction in the year under review was again high. The reduction in comparison to 2016 can be explained by changes in the area of traction current...

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