Customer satisfaction questionnaire

We would be grateful if you could spare a few minutes to complete this Customer satisfaction questionnaire to help us ensure that our standard of customer care exceeds expectations wherever possible. 1. Your gender:

Male
2. Your age:

Female 25-39 40-54 55+

15-24
3. Your occupation:

Self-employed

Employee

Not working

Student

4. How often do you travel using Deutsche Bahn?

Most days

1-3 times per week

1-3 times per month

Less than once a month

5. What is the main purpose of your trips?

Leisure

Business trips

Travelling to work/to school/to university

Others

6. What destination of your trips?

International (between countries) Intercity (less 100 km)

Intercity (more 500 km)

Intercity (between 500 and 100 km)

Please tick the appropriate box to indicate your degree of satisfaction. Where: 1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor TOPIC 7. Ticketing time and ease of buying tickets 8. The provision the information about train schedules and platforms, the provision of information during train trips, in particular in case of delay. 9. Comfort of trains and seating areas: seat condition, air conditioning 10. The cleanliness and maintenance in the train, including condition 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 on board trains 14. Punctuality and reliability of trains (Departing and arriving on 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 elderly passengers 20. Easy and accessible complaint mechanism 21. The level of prices on tickets, sufficient presence of special 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 of transportation?___________________________________________________________________________________________ _______________________________________________________________________________________________________ 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? _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ 1 2 3 4 Comments\ Suggestions