Case Study: DSW21 achieves real-time passenger feedback and higher customer satisfaction with Spectos multi-channel measurement

DSW21 gathers 395 passenger responses in 6 weeks with Spectos GmbH

DSW21, a large public transportation provider in Dortmund, Germany, faced the challenge of modernizing its passenger feedback system to better reach younger customers via digital channels and to see if a digital poll would correspond with its traditional annual survey. They partnered with Spectos GmbH to pilot a multi-channel solution for measuring customer satisfaction.

Spectos implemented a multi-channel measurement system that allowed passengers to provide feedback via website, QR code, feedback terminals, and other digital methods. In a six-week pilot, Spectos recorded over 395 responses and found that 97% of riders were very happy with the services and 85% would recommend DSW21 to others. The project confirmed that digital surveys effectively reach all passenger demographics and that the results corresponded with DSW21's existing data.

DSW21