COMPANIE With more than 135 million riders, passenger feedback management is of key importance to Dortmunder Stadtwerke AG. DSW21 (Dortmunder Stadtwerke AG) is a large infrastructure and public transportation provider in Dortmund, Germany, and surrounding areas. The core of the organization’s work lies in ÖPNV (local public transportation). On a yearly basis, DSW21 transports more than 135 million passengers in the region. The number of subscribers is approximately 95 thousand persons. In this context, an opinion poll is particularly difficult. CHALLENGE DSW21 conducted feedback surveys at regular one-year intervals. This implementation methodology provides backward-looking data. It allows for strategic conclusions related to the past survey period and had been an integral pa

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