For the past ten years, DB Cargo Polska has been subjecting its rail freight services rendered to customers to individual assessments. The overall level of customer satisfaction with the entire transport process has consistently remained at a high level, above 4 points, on a five-point scale. What is worth mentioning is the higher rating in the areas of “Recommendation of service provider” and “Company image” in this year's survey. Both areas were rated 4.7 points by customers (in 2021 the score was 4.5 points).
“In times of severe market turbulence, caused first by the pandemic and now by the war in Ukraine, our customers face the need for uninterrupted supply chains on a daily basis. I am glad that we can help them in this difficult time by being a reliable, stable and open partner,” says Paweł Pucek, Member of the Management Board for Sales at DB Cargo Polska. It motivates us to work even harder so that they can count on us every day. I would also like to thank my colleagues from the Sales and Production Departments. Without their involvement, it would not have been possible to enjoy such a good reputation.”
The survey is carried out by the independent opinion research institute IPSOS GmbH. The survey is addressed to customers in the six markets which the DB Cargo Group operates in, including Poland. In each edition of the survey, the entire transport process is evaluated, from sales consultancy, contract management, order placement, wagon provision, transport execution, information flow, invoicing, to claims processing. Over the last ten years all stages of the transport process have been recognised by the customers, scoring above four points, on a five-point scale. The survey also assesses the willingness to cooperate in the future, the probability the service provider would get a recommendation and the image of the company. In these cases too, the scores have remained at a high level exceeding 4 points since the beginning of the survey.
In this year's edition of the survey, the participation rate exceeded 70%.