Case Study: DSW21 achieves real-time passenger feedback and high customer loyalty with Spectos GmbH

DSW21 - Customer Case Study

DSW21, the Dortmund-based public transportation provider, needed a better way to collect passenger feedback than its traditional annual survey cycle. The company wanted to reach younger riders through digital channels while also checking whether digital survey results would align with its established passenger research.

Spectos GmbH implemented a multichannel, real-time feedback solution using website, QR code, link, smartphone, tablet, PC, and feedback terminals, with promotion via posters, staff, and the DSW21 website. In a 6-week pilot, Spectos GmbH captured 395 responses, found that over 97% of riders were very satisfied, and measured 85% customer loyalty, showing that the digital approach reached passengers across age and gender groups.

DSW21

Torge Gebhardt

Communication and Information