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Monetization of Customer Value in the Rail Business

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Monetization of Customer Value in the Rail Business Monetization of customer value in the rail business: Improving yield, revenues and customer relationship at the same time is possible - the case of WESTbahn in Austria September 10th, 2020 (online) General Online Research 2020 Prof. Dr. Andreas Krämer University of Applied Sciences Europe / exeo [email protected] DI Thomas Posch Chief Commercial Officer (CCO) WESTbahn Management GmbH, Austria [email protected] Dr. Gerd Wilger exeo Strategic Consulting AG [email protected] Pricing in competition: hardly any price differentiation at WESTbahn - positioning at the "ÖBB half price" # 1 Introduction Price comparison: Vienna-Salzburg route, one way per person (EUR), flexible tickets 20131) Perspective of potential ÖBB WESTbahn travelers (study 2019) ... 2. class 50 € Price: too expensive Standard price Price: expensive Project targets (2019): Modify WESTbahn price system and 2. class Standard price Change price Vorteilscard presentation price (VC) 25 € 25 € Price: favorable In order to … Increase revenues Improve load factor Distance: 317 km Duration: [2:38 - 3:06] Source: exeo Strategic Consulting AG / WESTbahn Management GmbH 1 Using a multi-source, multi-method approach, a 360-degree perspective of the market and customers is created # 2 Study design Linking data sources and pricing tools & results The set of data sources The set of tools Matrix of competitive advantages Secondary surveys high Strategic competitive Strategic competitive Price Threshold Analysis disadvantage advantage Space Punctuality Frequency of train available on connections Online study: the train 1 market view Matrix of competitive Ticket advantages prices Information on train connections Possibilities Cleanliness of ticket Offline survey: of the trains 2 Value-to-Value- customers (travelers) segmentation Friendliness of the train Relativeimportance Food and Experimental designs drinks on the 3 Online study: customers after booking low „acceptable“ „too good?“ Sales data CX-surveys / controlling worse than competitors better than competitors Relative performance of the supplier Source: exeo Strategic Consulting AG / WESTbahn Management GmbH 2 Railway users with different affinity to the WESTbahn – needs and customer value differs across customer segments # 2 Study design Different views on customer segments & results Rail user segments in the market Value-to-Value-segments WESTbahn customers WESTbahn customers Price-oriented - Price-oriented - revenue low revenue high VC: 11 % VC: 25 % Price-oriented 1 2 Performance-oriented - revenue high VC: 12 % VC: 36 % Decision for the railway 3 4 Only ÖBB Mainly ÖBB Equal ÖBB / Mainly Only Performance-oriented WESTbahn WESTbahn WESTbahn Low High Number of train journeys p.a. Source: exeo Strategic Consulting AG / WESTbahn Management GmbH 3 For the railways on the Western route there is a considerable demand mobilization potential - primarily via the price factor # 2 Study design Determination of the travel potential on the Western route & results Actual journeys and potential demand West route Reasons for not using the railway2) % of respondents (Index 100 High fares / too expensive 35% = actual trips) 25 My real destination is not... reachable 26% Unsuitable timetable 24% Hard to get away from the destination station 22% 125 Low comfort (changing trains necessary...) 18% 100 Unpunctuality of trains 12% Station of origin difficult to reach 11% Travel time too long 9% Other reasons (does not like rail travel etc.) 12% Current journeys Available travel Total potential by train (WEST- potential1) for rail travel bahn + ÖBB) (medium-term) 1) In the last 12 months, have there been situations in which you considered using the railway on the western route, but ultimately did not use it? 2) What were the reasons for not using the railway? Source: exeo Strategic Consulting AG / WESTbahn Management GmbH 4 The experimentally simulated increase of the standard tariff for WESTbahn does not lead to changed selection decisions Backup Experiment # 2 Study design Online 2019 All respondents: choice of transport mode by experimental group1) & results Experimental Group Experimental Group Experimental Group price standard ticket = actual price standard ticket = increased price standard ticket = increased ÖBB (2:22 h): 55,60 € ÖBB (2:22 h): 55,60 € ÖBB (2:22 h): 55,60 € without ÖBB-Vorteilscard without ÖBB-Vorteilscard without ÖBB-Vorteilscard (standard ticket), 27,80 € 15% (standard ticket), 27,80 € 16% (standard ticket), 27,80 € 12% with ÖBB-Vorteilscard with ÖBB-Vorteilscard with ÖBB-Vorteilscard WESTbahn (2:25 h): WESTbahn (2:25 h): WESTbahn (2:25 h): 28,90 € without ÖBB- 68% + € (increased) without 67% ++ € (increased) 71% Vorteilscard (standard ÖBB-Vorteilscard without ÖBB-Vorteilscard ticket), 23,90 € with (standard ticket), 23,90 € (standard ticket), 23,90 € ÖBB-Vorteilscard with ÖBB-Vorteilscard with ÖBB-Vorteilscard 19% 27% 26% Car (3:00 h, 298 km) 17% Car (3:00 h, 298 km) 17% Car (3:00 h, 298 km) 17% 1) Finally, imagine that you would like to spontaneously use the train on the Vienna-Salzburg route. The prices and travel times are shown below. Which option do you choose? Vv % Validated purchase intention VC (WESTbahn without VC) Source: exeo Strategic Consulting AG / WESTbahn Management GmbH 5 The three pillars of the pricing system (2020): Overall, prices are more differentiated # 2 Study design & results Price request: Fr., 20 Feb. 2020, for Tue., 25 Feb. 2020: Vienna - Salzburg Best-price- ÖBB-price- function framing Standardpreis Standardpreis 33,50 EUR 56,80 EUR (flexible) (flexible) WESTvorteilspreis Vorteilspreis 25,50 EUR 28,40 EUR (flexible & VC) (flexible & VC) WESTsuperpreis* Sparschiene from 18,99 EUR from 34,90 EUR* (Specific train & quota) (Specific train & quota) * Best price in the time window: 6:00 to 12:00 Source: exeo Strategic Consulting AG / WESTbahn Management GmbH 6 WESTbahn customers: High share of ÖBB Vorteilscard ownership and strong shifting of journeys from the competition After purchase # 3 Implementation survey 2019 Alternative means of transport or additional traffic quota by ticket type & Controlling ÖBB Vorteilscard ownership according to customer Alternative means of transport Buyers of segments (% of WESTbahn users)1) to the currently booked ticket2) WESTvorteilspreis2) WESTbahn but different ticket 37% n < 100 ÖBB 58% Car or motorcycle 3% Carpooling agency 1% 63 % Other means of transport 1% Only ÖBB Mainly ÖBB Equal ÖBB / Mainly Only WESTbahn WESTbahn WESTbahn Would not have travelled at all 0% xx % Additional traffic quota (without "do not know") 1) Do you have an ÖBB Vorteilscard? 2) Assuming the ticket didn't exist, what would you have done? Source: exeo Strategic Consulting AG / WESTbahn Management GmbH 7 Investments in customer loyalty pay off: customer recommendation leads to new customer acquisition # 3 Implementation Word-of-Mouth: Customer relationship and effects on the acquisition & Controlling of new customers1) WESTbahn and ÖBB: Considerable differences in the WESTbahn: First contact of customers by Net Promoter Score (NPS) ... recommendation of friends / acquaintances ... Ø 39 % 48% NPS: +51 34% 32% <30 years 30 - 59 years 60+ Jahre NPS: +12 Around 40 % of existing customer relationships are based on word-of-mouth (WoM) effects Source: exeo Strategic Consulting AG / WESTbahn Management GmbH 8 Three main learning effects can be derived from the project # 4 Learning Learning effects from the project effects & outlook Leveraging Pricing & RM: Agile approach: Behavioral Pricing: Pricing and revenue Detailed analysis of existing Use of approaches from management are core data and "trial & error" are behavioral science - elements and deliver not contradictory - highlighting favorable price significant improvements: combination of internal and points (message: up to 20 % increase in external view required "WESTbahn always revenues per month + Pax cheaper than ÖBB") increase (load factor) Source: exeo Strategic Consulting AG / WESTbahn Management GmbH 9.
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