Germany - Market research

Description

The federal states of Berlin and Brandenburg have entrusted Verkehrsverbund Berlin-Brandenburg GmbH (VBB GmbH), as the association of public transport authorities, with the management of local rail passenger transport contracts in their states. As part of the performance and quality control of the transport contracts, the Quality Management Department regularly surveys customers on the transport performance of the railway undertakings (RUs) and the perceived quality by passengers, and since 2005 customer satisfaction has been surveyed by an independent third party. An evaluation was carried out in 2013, and in 2017 the SPNV quality ranking was developed, taking into account the results of the customer satisfaction survey. The results of the customer satisfaction survey are part of the quality control system of the VBB and will be reflected in the public benchmark of quality in regional rail transport "Qualität im Regio - meine Linie im VBB" (Quality in the region - my line in the VBB) introduced in 2017 and partly penalised in existing transport contracts. For rail transport companies, the publication is an incentive to provide a high-quality transport service and is also associated with a major image effect.

Opportunity closing date

31 January 2020

Value of contract

£100k-1m