The vast majority of train passengers in Denmark are satisfied with their experience. So says a new study by the consumer council Forbrugerrådet Tænk which surveyed 12,365 DSB, Arriva, Nordjyske Railways and Metro passengers about their train travel experience.
The study showed that eight out of 10 passengers said they were ‘very’ satisfied with their trip. The survey was the first time that a joint examination of customer satisfaction had been done. Previous surveys had been conducted by the individual companies.
“For the first time, train operators across the country have been examined in a way where you can compare the results,” Forbrugerrådet Tænk head Lars Pram told DR Nyheder.
Underground flying high
Metro customers were the happiest, with 89 percent saying that they were satisfied with the trip.
Despite the customer’s overall satisfaction with train travel, there is still a fly in the ointment for train operators; only half of the travellers surveyed believe that train travel is economical.
According to the survey, customers not only thought ticket prices were too high, but that a large number of improvements need to be made before they felt a train trip was worth what they paid for it.
“It is a concern that so many passengers said that the price and the perceived value of their trip did not match,” Forbrugerrådet Tænk wrote in the report.
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The entire report is available here (in Danish only).
