German Railways

Customer

German Railways

Role/ performance

Marketing Performance Measuring

Order

Develop and implement a methodology to consistently measure initiatives to better understand success and identify optimization opportunities.

Situation

Deutsche Bahn aimed to increase customer satisfaction through an improved and targeted customer experience. However, there was no standardized approach to measuring the success of ongoing customer initiatives and service concepts.

Our approach

Collection and analysis of all available data on the existing service concepts.

Definition of the target state with consistent performance indicators to evaluate all initiatives.

Development of a framework for measuring these performance indicators.

Definition of clear roles and responsibilities for the ongoing management of the process.

Results

Standardized performance indicators for all service concepts.

Established process and clear communication guidelines for performance reviews.

Comprehensive overview of KPIs and targets for evaluating the customer experience.

German Railways

Order

Situation

Our approach

Results

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