Those public transport operators who already use passenger surveys may not fully appreciate the multiple benefits that surveys can bring. Surveys provide an efficient method for conducting market research that will then help identify passenger dissatisfaction and they are also an ideal tool for measuring the effects of any improvements that have been implemented and can help promote the new initiatives.

Establishing a Starting Point

When embarking on any change management programme it is always good practice to establish a base line before any changes are made. This baseline survey can serve four purposes, it will:-

• allow the proper targeting of investment
• allow measurement of the effect of change
• assist in the moral of those implementing change
• ensure that new issues are kept separate from the original plan and budget

Targeting Investment

There are many areas of any public transport system that can cause passenger dissatisfaction all of which need to be monitored to ensure that the service being provided meets, and where possible, exceeds, performance level targets.

Issues that can be of concern to passenger include:-

• safety and security
• punctuality
• fares and ticket types
• capacity and overcrowding
• quality and design of vehicle
• cleanliness
• facilities at stations and terminals
• facilities for passengers with disabilities

Often limited resources and budgets means that investment needs to be carefully planned and properly targeted.

Operators can use passenger surveys to ascertain from their customers what the main concerns are. By analysing passenger feedback the operator can ensure that their improvement and investment plans are in line with passenger demands and concerns. Issues can be classified into low and high priority, as well as short and long term plans.

Some capital investment such as the building of new terminals, runways, laying new track or upgrading air traffic control or rail signalling equipment may take years to implement. However, the initial survey will almost certainly highlight some concerns that can be resolved almost immediately at a relative low cost.

Measuring Change

From having established a comprehensive programme from an initial survey the objectives for running periodic surveys are twofold.

One aim will be to check that passenger concerns have been properly addressed by any of the changes and initiatives that have been implemented. A second objective will be to promote and advertise the initiatives that have been implemented and also educate and inform passengers of ongoing improvements and future plans.

Passengers need to know that their concerns have been understood and once that they know that the operators have acknowledged the problems and are taking steps to address them they can become more tolerant towards the outstanding problems.

Keeping Moral

Those implementing change can often develop a siege mentality. Passengers can be slow to appreciate any improvements as changes can be implemented that will take time before they become effective.

By monitoring passenger opinion and measuring the results against earlier surveys a successful change programme should see passenger issues change over time, some issues that were problems will no longer be raised.

It will take time for passengers to fully appreciate progress and often those working on a change project will need to brace themselves for a barrage of criticism from what is often an impatient public. It is essential that a team implementing change can see clearly the effects of their efforts.

Identifying New and Old

In any long term change management programme issues can change over time. The situation can change instantly so that due to an event what was important, is no longer important and what wasn’t an issue, is suddenly an issue.

Having the passengers concerns chronologically documented is possible if a baseline survey is taken. Passengers are themselves an evolving group, individual travel arrangements change, fashion changes, life styles develop along with technology. With surveys run on a regular basis any changes in passenger attitudes can be easily monitored.

Online Surveys Make It Easy

Online surveys can reach a broad cross section of any travelling public. They are quick to design and implement and they provide feedback in a format that is ready for detailed analysis. Because online surveys are low cost and flexible there is no need to generalise and instead publish multiple detailed surveys aimed at fully understanding the aims of specific groups such as the disabled passenger, the business traveller and single parents travelling with children.

Online surveys provide operators with important market research data as well as a platform to promote and advertise their commitment to passenger satisfaction.

Passengers will benefit from having an effective channel to raise issues and through regular surveys the passengers will start to appreciate that the operator is committed to investing and improving the service. The following are links to samples of Passenger Surveys

Sample Passenger Survey for an Airline Carrier: Airline Passenger Survey

Passenger Survey for a Train Operator: Train Operator Passenger Survey

Sample Passenger Survey for a Bus Operator: Bus Operator Passenger Survey

EEP100 – Lecture 3 – Damian Bickett

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Deliver Hence $17.99 Deliver Hence is my first real attempt at pure fiction. I think this book is a good cross between mystery novel and thriller flick. Make no mistake about it, you have to suspend disbelief. As with any movie script, it’s all about you (the reader) and how you see this film unfold in your head. In case you were wondering, I see myself playing the role of Deputy Crone, but I really like the idea of being, The Professor. Don’t let the title fool you. This is not a sequel to the legendary quote, Squeal like a Pig. However, I was inspired by the notion and you will read correlations that help solidify my version of the four man canoe trip. Ian Ray

Statistics for Real-life Sample Surveys $56.99 Samples used in social and commercial surveys, especially of the general population, are usually less random (often by design) than many people using them realise. Unless it is understood, this ‘non-randomness’ can compromise the conclusions drawn from the data. This book introduces the challenges posed by less-than-perfect samples, giving background knowledge and practical guidance for those who have to deal with them. It explains why samples are, and sometimes should be, non-random in the first place; how to assess the degree of non-randomness; when correction by weighting is appropriate and how to apply it; and how the statistical treatment of these samples must be adapted. Extended data examples show the techniques at work. This is a book for practising researchers. It is a reference for the methods and formulae needed to deal with commonly encountered situations and, above all, a source of realistic and implementable solutions.

Methodology of Longitudinal Surveys $102.59 Provides an essential overview of the current state-of-the-art in the design and implementation of longitudinal surveys. Focusing primarily on surveys that involve collecting data from subjects on multiple occasions, it also covers issues that arise in surveys that collect longitudinal data via retrospective methods and ethical issues, including confidentiality and consent. The book includes implementation of the methods in a range of statistical software and worked examples throughout using real data. It is relevant to surveys carried out in the social, economic, educational and health spheres.

Passenger $8.99 Passenger

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