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Monitoring customer satisfaction with service quality on long distance trains for the Federal Passenger Company (FPC)

Within the framework of the project, several waves of the quarterly customer satisfaction study for long-distance train passengers were carried out. The survey involved over 60,000 passengers that assessed service quality in trains according to more than 100 parameters.

On the basis of the data collected by the specialists of the agency, a comparative analysis of all the 15 regional subdivisions of FPC AO was carried out. Indicators of satisfaction with the work of the company’s key subdivisions were counted, a bulk of passengers’ recommendations were analyzed, assessment dynamic trends were constructed. The results of each wave of the project were presented in form of 15 regional and one cumulative report.

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