At DB Schenker, we’re always focused on refining our strategy to improve our quality. We know that in order to be a successful organization, customer satisfaction must be a primary focus. That’s why we’ve placed it as a top priority of our 2020 strategy.
In our new strategy, we focus on three aspects to improve quality:
- Culture of quality: Put consistent focus on customers and operational excellence
- Digital expertise: Continue to use innovative solutions in our core business and to generate new business
- Increasing performance: Take responsibility and increase our output
We set great store by our customer’s opinions, which is why we use independent market research institutes to measure customer satisfaction six times a year. This gives approximately 140,000 passengers and 1,800 business partners the chance to have their say.
Additionally, in the Transportation and Logistics division of DB Schenker, more than 800 of DB Cargo's European business partners take part in the survey process every year. DB Arriva (UK Trains, Bus) relies on tools such as surveys conducted by the independent British passenger association, Passenger Focus.
Overall, DB's individual business units have experienced a stable level of customer satisfaction, but we are committed to expanding our database to survey our customers and business partners worldwide.