For many years, we have been measuring customer satisfaction with various surveys conducted across Switzerland: in passenger trains* since 2003, in SBB stations since 2007 and in freight transport (SBB Cargo) since 2002.
In order to measure customer satisfaction in trains, we ask passengers to answer approximately 27 questions concerning various aspects of their last trip and contact with SBB. Overall customer satisfaction is calculated from these answers as an index from 0 to 100 points. In 2015, satisfaction increased by 0.5 index points to 74.1 points.
Passenger surveys are conducted on a daily basis all year round. This means we can identify changes in customer satisfaction at an early stage and respond accordingly. It also allows us to assess whether the measures carried out have been effective.
* The survey is aimed at a broad spectrum of the Swiss population aged between 15 and 74 who have travelled with SBB in the past year. One half is interviewed online, the other via telephone.