Quality

This shows SBB’s track record in matters related to quality with figures on safety, punctuality and mobile connectivity on the move. Our customer satisfaction indices record how happy our customers are with this, and many other aspects of our service quality.

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2016 2017 2018 2019 2020 Δ%
 
Safety
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Footnote

From the infrastructure manager’s point of view: SBB network including Sensetalbahn, excluding Zentralbahn.
Derailments
number 0 4 4 2 1 -50.0
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Derailments


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Collisions involving train runs
number 5 6 7 5 10 100.0
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Collisions involving train runs


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Accidents at level crossings
number 10 12 15 15 12 -20.0
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Accidents at level crossings


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Accidents to passengers or third parties gaining access to trains
number 2 2 1 1 4 300.0
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Accidents to passengers or third parties gaining access to trains


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Punctuality – passenger traffic
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Customer punctuality
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% 91.2 91.2 91.2 90.6 93.4 2.7
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Customer punctuality


Footnote

Percentage of passengers who arrive on time or less than three minutes late. All railway undertakings; measured at around 900 SBB Infrastructure operating points.

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Customer-weighted connection punctuality
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% 97.0 97.1 97.0 96.8 97.6 0.8
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Customer-weighted connection punctuality


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All railway undertakings; measured at around 900 SBB Infrastructure operating points.

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Punctuality – freight traffic
 
Customer punctuality
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% 89.4 91.9 93.5 1.6
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Customer punctuality


Footnote

Punctuality of consignments, SBB Cargo AG (Switzerland).

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Connectivity
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Rolling stock optimised for connectivity
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% 42.3 46.6 51.4 57.5 64.1 6.6
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Rolling stock optimised for connectivity


Footnote

In order to ensure that reception inside the train is just as good as it is outside, mobile network providers and SBB are using signal boosters in trains and high-frequency windows that let mobile signals through.

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Long-Distance Services fleet
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% 76.7 77.0 79.5 84.0 88.0 4.0
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Long-Distance Services fleet


Footnote

By 2024 the long-distance fleet will be equipped with signal boosters or high-frequency windows that let mobile signals through. Old rolling stock that is only occasionally used or is soon to be scrapped will not be upgraded.

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Regional Services fleet
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% 11.4 19.6 26.2 30.7 37.4 6.7
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Regional Services fleet


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By 2026 the regional fleet will be equipped with signal boosters or high-frequency windows that let mobile signals through.

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Railway network with 4G coverage
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% 94.7 97.0 97.7 99.1 98.6 -0.5
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Railway network with 4G coverage


Footnote

Proportion of the route network used by passenger services with 4G coverage. 4G coverage is the basic requirement for a good and fast mobile data connection.

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Stations with SBB WiFi
number 79 79 79 79 79 0.0
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Stations with SBB WiFi


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Registered customers
m 2.06 1.18 1.48 1.55 1.07 -31.4
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Registered customers


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Volume of data downloaded
TB 16.2 14.1 16.9 18.3 14.5 -21.0
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Volume of data downloaded


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Customer satisfaction
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Overall customer satisfaction index
index (0–100) 75.0 74.7 75.0 75.8 76.2 0.5
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Overall customer satisfaction index


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Customer satisfaction: Passenger Division
index (0–100) 74.4 74.7 75.1 75.5 77.0 2.0
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Customer satisfaction: Passenger Division


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Customer satisfaction: Real Estate Division
index (0–100) 77.3 78.5 78.5 79.7 80.5 1.0
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Customer satisfaction: Real Estate Division


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Customer satisfaction: Freight Division
index (0–100) 72.8 69.2 69.4 70.9 67.5 -4.8
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Customer satisfaction: Freight Division


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