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Prioritizing Passenger Satisfaction in European Transport Systems: Insights from the 2010 Conference

At the EURPEAN PASSENGERS’ FEDERATION Annual Conference held in Malmö on March 20, 2010, Vice-Chair Christopher Irwin highlighted crucial insights into passenger priorities and satisfaction in transport services across Europe. The conference showcased findings from various surveys and focus groups, emphasizing the need for improved rail and bus services, fair ticket pricing, safety standards, and user-friendly information access. Participants discussed strategies for enhancing passenger experience and promoting a consumer-led culture in the transport industry, ensuring that passengers’ voices are heard and prioritized.

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Prioritizing Passenger Satisfaction in European Transport Systems: Insights from the 2010 Conference

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  1. EUROPEAN PASSENGERS’ FEDERATION Annual Conference Malmö, 20th March, 2010 Passengers’ priorities Christopher Irwin Vice-Chair

  2. Let’s start with the passengers • What do they want? • What do we know? • What is the evidence? 2

  3. Satisfaction with 19 goods and services markets in EU Source:Second consumer scoreboard, DG Sanco; IPSOS consumer satisfaction survey, 2006 and 2008

  4. Indicators of drivers of passenger satisfaction with extra-urban transport (trains and coaches):Based on pilot survey work with 11 focus groups by INRA/Deloittesfor DG Sanco, 2004

  5. Indicators of drivers of passenger satisfaction with urban transport :Based on pilot survey work with 11 focus groups by INRA/Deloittesfor DG Sanco, 2004

  6. Drivers of rail passenger satisfactionSource: Passenger Focus,National Passenger Surveys, Great Britain, 2009

  7. Drivers of rail passenger dis-satisfactionSource: Passenger Focus,National Passenger Surveys, Great Britain, 2009

  8. Rail passengers’ priorities for improvement in BritainSource: Passenger Focus, Great Britain, 2010

  9. Bus passengers’ priorities for improvement in England outside LondonSource: Passenger Focus, Great Britain, 2010 • More buses on time or within 5’ of right time • Price of tickets to offer excellent value • Buses to run more frequently at times wanted • Interavailability of tickets between companies • Passengers always able to get a seat

  10. The virtuous circle of user satisfaction

  11. What is to be done ?

  12. A consumer-led industrial culture • Competition andcooperation; • A ‘level playing field’; • Eliminate barriers to new entrants. 12

  13. Ensuring passengers feel safe • Implement European safety standards; • Perceptions of security; • Transparent safety enforcement. 13

  14. Helping to empower consumers • Easy information access across modes • Network compatibility • All-EU transport services

  15. Effective passenger rights Are they: Relevant ? Understandable? Publicised ? Accessible ? Enforced ? Monitored ?

  16. Making travelling easier • Information; • Ticketing; • Passenger care; • People with reduced mobility • The ‘whole journey experience’.

  17. Let’s aim for passenger satisfaction • Value • Performance • Information • Quality • Safety What market opening is really about

  18. Thank you ! www.epf.eu

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