Customer Satisfaction

Customer satisfaction is one of the key criteria for measuring service quality in public transport. Analysing customer satisfaction in terms of network services, frequency, prices, cleanliness and safety helps local authorities and transport companies to improve their services and increase the attractiveness of public transport. Accompanying customer satisfaction studies for cycling or walking also make it possible to improve municipal transport services in an integrated manner.


  • Continuous measurement to compare the development of customer satisfaction
  • Impact measurement of measures (e.g. when adjusting public transport fares)
  • Benchmarking between companies and city districts
  • Comparison of different service areas in public transport
  • Comparison of the evaluation of different means of transport
  • Target group-specific differentiation of customer satisfaction (e.g. according to socio-demographic criteria)
  • Documentation of the performance and service level



VAG Verkehrs-Aktiengesellschaft

SSB Stuttgart

SSB Stuttgart

Infra Fürth

infra Fürth


VGF Frankfurt

Stadtverkehr Friedrichshafen GmbH

Stadtverkehr Friedrichshafen GmbH