| Public transport operators who already use | | | | implemented have been effective in addressing |
| passenger surveys may not fully appreciate | | | | passenger issues. A second objective will be |
| the multiple benefits that surveys can bring. | | | | to promote and advertise the initiatives that |
| Not only are surveys an efficient method of | | | | have been implemented and also inform and |
| market research that will help identify areas | | | | educate passengers of ongoing improvements |
| of passenger dissatisfaction, they are also | | | | and future plans.Passengers will always be |
| perfect for measuring the effects of | | | | more positive if they can see that |
| improvements and can, at the same time, help | | | | improvements have been made and more |
| promote new initiatives to customers using | | | | accepting of outstanding problems if they |
| the service.Establishing a Starting PointWhen | | | | know that those problems are being |
| embarking on any change management programme | | | | addressed.Keeping MoralThose implementing |
| it is always good practice to establish a | | | | change can often develop a siege mentality. |
| base line before any changes are made. This | | | | Change can take time to take effect and for |
| baseline survey can serve four purposes, it | | | | the passengers to appreciate any |
| will:- allow the proper targeting of | | | | improvement.By monitoring passenger opinion |
| investment- allow measurement of the effect | | | | and measuring the results against earlier |
| of change- assist in the moral of those | | | | surveys a successful change programme should |
| implementing change- ensure that new issues | | | | see passenger issues change over time, some |
| are kept separate from the original plan and | | | | issues that were problems will no longer be |
| budgetTargeting InvestmentThere are many | | | | raised.Passengers will take time to |
| areas of any public transport system that can | | | | appreciate progress and often those working |
| cause passenger dissatisfaction all of which | | | | on a change project will be demoralised with |
| need to be monitored to ensure that the | | | | constant criticism from what is often a |
| service being provided meets, and where | | | | negative public. It is important that a team |
| possible, exceeds, performance level | | | | implementing change can see clearly the |
| targets.Issues that can be of concern to | | | | effects of their efforts.Identifying New and |
| passenger include:- safety and security | | | | OldIn any long term change management |
| | | | programme issues can change over time. Events |
| - punctuality | | | | can happen that make what was important, no |
| | | | longer important and what wasn't an issue, an |
| - fares and ticket types | | | | issue.The baseline survey will ensure that |
| | | | the passengers concerns are chronologically |
| - capacity and overcrowding | | | | documented. Passengers are themselves an |
| | | | evolving group, individual travel |
| - quality and design of vehicle | | | | arrangements change, fashion changes, life |
| | | | styles develop along with technology. |
| - cleanliness | | | | Periodic surveys will allow changes in |
| | | | passenger attitudes to be monitored.Online |
| - facilities at stations and terminals | | | | Surveys Make It EasyOnline surveys can reach |
| | | | a broad cross section of any travelling |
| - facilities for passengers with | | | | public. They are quick to design and |
| disabilitiesOften limited resources and | | | | implement and they provide feedback in a |
| budgets means that investment needs to be | | | | format that is ready for detailed analysis. |
| carefully planned and properly | | | | The low cost and flexibility of online |
| targeted.Passenger surveys allow operators to | | | | surveys allows passenger concern to be |
| identify those areas that are of most concern | | | | targeted at specific groups and particular |
| to their customers. Through the analysis of | | | | concerns.Online surveys provide operators |
| passenger feedback the operator will be able | | | | with important market research data as well |
| to ensure that their improvement and | | | | as a platform to promote and advertise their |
| investment plans are inline with passenger | | | | commitment to passenger |
| demands and concerns. Issues can be | | | | satisfaction.Passengers benefit by having an |
| classified into high and low priority, as | | | | effective channel to raise issues and through |
| well as long and short term plans.Some | | | | periodic surveys will begin to appreciate |
| capital investment such as the building of | | | | that the operator is continually investing |
| new terminals, runways, laying new track or | | | | and improving the service.The following are |
| upgrading air traffic control or rail | | | | links to samples of Passenger SurveysSample |
| signalling equipment may take years to | | | | Passenger Survey for an Airline: |
| implement. However, the initial survey is | | | | |
| also likely to identify some high profile | | | | Passenger Survey for a Train Operator |
| areas that can be implemented almost | | | | |
| immediately at a relative low cost.Measuring | | | | Passenger Survey for a Bus Operator |
| ChangeFrom having established a comprehensive | | | | |
| programme from an initial survey the | | | | Day is a Director of Survey Galaxy Ltd a |
| objectives for running periodic surveys are | | | | web site that allows anyone to create, design |
| twofold.One objective will be to ensure that | | | | and publish online surveys. |
| the changes and initiatives that are | | | | |