Quality control involves checking whether the defined standards have been met. The following quality factors, among others, are included 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 control measures in order to be able to guarantee an increase in quality.

By taking an economic and performance-oriented approach, these quality control measures also support our quality management and therefore become a central factor in our success. But ultimately the passenger has the say, because only satisfied customers get back on board!

Why is this so important? - If the customers' comparison between their expectations and their subjective perception of the service is positive, customer satisfaction is the result. Therefore, passengers are asked annually about their satisfaction levels. 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 mandatory quality standards are not met, cuts are made.

Ensuring that customers remain satisfied

Since 2000, passengers have been asked annually about their satisfaction levels; 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 based 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.