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