8/3/2019 PDF Questionnaire

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Customer satisfaction questionnaire

We would be grateful if you could spare a few minutes to complete this Customer satisfaction questionnaire to help us ensure thatour standard of customer care exceeds expectations wherever possible.

1. Your gender:

2. Your age:

3. Your occupation:

4. How often do you travel using Deutsche Bahn?

5. What is the main purpose of your trips?

6. What destination of your trips?

Please tick the appropriate box to indicate your degree of satisfaction.Where: 1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor

TOPIC 1 2 3 4 Comments\ Suggestions

7. Ticketing time and ease of buying tickets

8. The provision the information about train schedules andplatforms, the provision of information during train trips, inparticular in case of delay.

9. Comfort of trains and seating areas: seat condition, airconditioning10. The cleanliness and maintenance in the train, includingcondition of toilets

11. Luggage storage facilities

12. Journey time (speed of trains, quantity of stops)

13. Behaviour of the staff in the station, availability of staff onboard trains

14. Punctuality and reliability of trains (Departing and arrivingon time)

15. Train schedule, frequencies of the trains

16. The quality of station facilities and services (toilets, shops,cafes, other facilities), waiting facilities

17. Car parking facilities

18. Security in the railway station, inside the train

19. Assistance and information for disabled and elderlypassengers

20. Easy and accessible complaint mechanism

21. The level of prices on tickets, sufficient presence ofspecial price offers (including for pensions, students, others)

22. What alternative travel options for city-to-city transport do you use? What reasons of choosing other kinds oftransportation?__________________________________________________________________________________________________________________________________________________________________________________________________23. Do you have any comments or suggestions that would help us improve our quality of customer service?______________________________________________________________________________________________________________________________________________________________________________________________________________24. In the next 3-5 years how do you expect Deutsche Bahn to change?______________________________________________________________________________________________________________________________________________________________________________________________________________

15-24 25-39 40-54 55+

Self-employed Employee Not working Student

Most days 1-3 times per week 1-3 times per month Less than once a month

Leisure Business trips Travelling to work/to school/to university Others

International (between countries) Intercity (more 500 km) Intercity (between 500 and 100 km)

Intercity (less 100 km)

FemaleMale