On-site scenario groups: From lab to life - A unique example for further developing classical focus groups

This paper explains how Deutsche Bahn (DB), the German national rail provider, developed focus groups in a scenario close to real life.

On-site scenario groups: From lab to life - A unique example for further developing classical focus groups

Klaus Berkensträter and Christine SchaperIpsos and Deutsche Bahn, Germany

Introduction

This paper presents a case study of a unique and experimental approach for Deutsche Bahn (DB), Germany's national rail.

The task: Evaluating hospitality, tidiness, safety and clear announcements of Deutsche Bahn.

The approach

This study was not conducted in a clinical facility where experiences and expectations are explored retrospectively (to evaluate the gap between 'real experience' and 'ideal experience'). This study goes one step further: Deutsche Bahn provided a train...

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