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...