Deutsche Bahn

The largest railway operator & infrastructure owner in Europe.

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Situation

DB wanted to ensure higher levels of customer satisfaction through a better, more targeted & consistent consumer experience.  However, they had no methodology for measuring the success of their ongoing customer initiatives & service concepts.

 

Brief

Assess the current situation & implement a methodology to ensure consistent measurement of initiatives to understand successes & identify scope for ongoing improvement.

 

Outcomes

Clearly structured performance indicators for service concepts.

Clear process & communication protocol for performance discussions.

Comprehensive overview of KPIs & target settings.

 

Our Approach

We collected all available data on current service concepts & mapped out the current situation.  

We defined the desired future state, whereby all initiatives & service concepts are measured against a consistent set of performance indicators to ensure conclusions that would determine clear actions.

We then developed a framework to include all necessary information to measure this set of performance indicators.

We defined clear roles and responsibilities for the ongoing management of this process.

Team Lead

Nicolas Peetsch

Senior Business Consultant 

Services provided

Consumer Centric Transformation