German CX diary I.: Comparing Deutsche Bahn (DB) with Regiojet.

I′ve spent a year weekly commuting between Praha and Bratislava.

Not to lose 4hrs of my time, but, to the contrary, I′ve been using trains as my mean of transport. I could use it as preparation time for meetings or follow-up after visits after engagement days.

I′ve selected to take non-state alternative train service provider Regiojet from the Czech Republic. After commuting approximately 100 times with their trains I can say I know their service level (note: I′ve usually used Business and Relax service levels). Tickets usually were between 15-25 Euro for a 4h ride (380km).

Last week I had a chance to travel with Deutsche Bahn from Vienna to Frankfurt Sud. I preferred the train over the plane due since I had a lot of luggage with me and also, 6.30h compared to approximately 4hrs?flights (including being at the airport before and longer travel from the airport after) didn′t seem so distant. I′ve opted in for 2nd class and the service was operated by the most modern Inter City Express (ICE-T) train service.?The price for the ticket varies over time, starting from 50 Euro up to 180 Euro for a first-class ticket a few days before. I paid 85 Euro incl. Seating reservation two weeks before the journey.

As a CX professional, let me now simply compare their services:

A/ Ticket selection:

• Regiojet, due to fewer cities operated and fewer tariffs have less complexity, thus easier to choose.
• DB doesn′t have an overview of the trains, so you cannot pick a place (like on a plane) if you want to sit in the direction of the train, only window/aisle, quiet/phone, or table seating. This is odd.
• DB doesn′t require mandatory seating reservations, which also seems ridiculous. Why? See next the points.

B/ During the journey:

• Both are comparable in terms of delays. Regiojet usually 5-15 minutes which equals 30 minutes of DB on my journey (double the distance).
• Seating comfort is also comparable for both operators.
• Non-mandatory seating makes the ICE quality much lower - even if my train was indicated as "medium occupancy forecasted" (which might be great info), but in reality, it was overcrowded with people searching for a vacant seat. Many of them didn′t succeed and ended up sitting in the aisle. This is not adequate for an ICE image.
• Mandatory seating in Regiojet stewards doesn′t ask passengers to control the tickets, since everyone has a mandatory seating reservation.
• DB had better journey live app notifications about delays. Really instant and reliable.
• In terms of the refreshment, variety wins DB, but also at higher prices.
• Lavatories are better maintained in DB since there is a dedicated person taking care of them throughout the journey.
• Internet is faster and more reliable in DB.

C/ After the journey:

• DB didn′t send any customer satisfaction questionnaire.
• Regiojet attaches to every journey satisfaction questionnaire with active follow-up on the issues, that the passenger has indicated (closed loop).

Bottom line?

Taking into consideration the price level, there is no winner. Germany is much bigger and the complexity of its railway services and operations is much larger than a Czech railway service provider "start-up".

However, these non-state competitors can sharply focus on customer journey and needs and try to optimize the added value around actual needs which makes a win-win situation (saving cost by digitizing that adds value). And all that by listening more to the customers and being closer. That is very much needed also in Germany and I think, the prepared market entry of a DB challenger Flixtrain might disrupt the market soon.?