Quality controlling in regional rail transport in Mecklenburg-Western Pomerania
Quality controlling involves checking whether the defined standards have been met. The following qualitative factors, among others, are fixed in our transport contracts:
- Deviations from the contractually agreed vehicle deployment
- Failure kilometres and replacement services
- Transport services actually provided
- Infrastructure cost accounting
- Revenue from transport
- Traffic demand data
In coordination with the railway undertakings, we are continuously developing our quality controlling in order to be able to guarantee an increase in quality.
Through an economic and performance-oriented approach, this control also supports our quality management and thus becomes a central success factor. But ultimately the passenger has the say: because only satisfied customers get back on board!
Why is this so important? - If the customer's comparison between his expectation and the subjectively perceived service is positive, customer satisfaction is formed. Therefore, passengers are asked annually about their satisfaction. The analysis of these results is not an end in itself, but influences the subsidy payments of the state of Mecklenburg-Vorpommern to the railway companies. If binding quality standards are not met, cuts are made.
Ensure that customers remain satisfied
Since 2000, passengers have been asked annually about their satisfaction; in 2020, there were 12,362 interviews. Various quality criteria as well as overall satisfaction with the current journey were considered in this survey. The evaluation is done on a school grade scale from 1 to 5. Since the beginning of the satisfaction survey, passengers have continuously rated the services of the RUs as good (M-V 2020 grade 1.73).
Apart from the subjective quality criteria, punctuality is the only objective criterion for quality assessment.
You can obtain the evaluation of the quality in SPNV 2021 here: