Evaluation of the MVG Service Quality in the City Area of Munich

References - Quality Measurement


Evaluation of the MVG Service Quality in the City Area of Munich


The Stadtwerke München (SWM) operate the Münchener Verkehrsgesellschaft mbH (MVG), the leading mobility provider in the city area of Munich. Bus services are provided in cooperation with private operators. On behalf of the MVG’s quality manager, test customers measure the quality of the services provided within the framework of the continuous improvement process.

The data is processed on a half-year basis, then it is compared with the target values defined previously. The data obtained are allocated according to quality criteria following German DIN EN 13816.

Test were performed at stops, underground trains, buses and tram lines as well as service facilities.

The project comprises the conception, performance and evaluation of these both open and hidden tests in the city area of Munich. The tests have been performed continuously since 2007. The evaluations of the results and the approach are reviewed on a regular basis.

The results of the quality evaluation are used to determine the status quo of the service provision, as an internal review tool to identify the strengths and weaknesses and as an instrument to establish potentials for optimisation.

SWM Stadtwerke München

continuously from 2007


  • Survey conception and development of survey contents
  • Performance of mystery shopping
  • Data capture and assessment of the results
  • Evaluation of the survey