Customer satisfaction at a consistently high level

Despite the current crisis, the results of this year's customer satisfaction survey in five national markets show that customers value their positive and professional working relationship with ÖBB Rail Cargo Group (RCG).

RCG carries out a customer satisfaction survey every two years. A total of 470 customers from five countries took part in the online survey conducted by marketmind from 2 May to 18 June 2024. The topics ranged from customers’ general reasons for satisfaction and potential areas for improvement to perceptions of our crisis management, including in relation to the war in Ukraine and disruptions caused by extreme weather events or engineering works.

Satisfaction score

The satisfaction score is one of the most important key figures and has maintained a consistently high level since the last survey in 2022. The Customer Satisfaction Index has even increased slightly (69 in 2022 vs. 72 in 2024). Customers listed the positive, often long-term, nature of the working relationship, the high-quality customer support and the reliable processing as the main factors behind high customer satisfaction.

Thank you for the trust

Despite the high level of satisfaction, we are of course aware that there is always room for improvement. We would like to express our thanks to our customers for taking their valuable time to highlight this to us. Their feedback gives us a more precise idea of the adjustments we need to make in the future to offer them an even better service.

15.10.2024