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Public transport operators who already use passenger surveys may not fully appreciate the multiple benefits that surveys can bring. Surveys are the ideal way to gather market research information that once analyzed can help identify problems and spawn initiatives required to address them, further surveys can monitor the initiatives effectiveness and promote the changes to the customers.

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 canvas their customers as to what the main issues are. Through the analysis of passenger feedback the operator will be able to ensure that their improvement and investment plans are in line with passenger demands and concerns. Issues can be classified into high and low priority, as well as long and short term plans.

It may take many years for capital investment to take effect such as the building of new terminals, runways, laying new track or upgrading air traffic control or rail signalling equipment. However, the initial survey can also lead to some high profile problem areas being identified that have solutions that can be implemented almost immediately.

Measuring Change

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

An important objective will be to ensure that the changes and initiatives that are implemented have been effective in addressing passenger issues. A second objective will be to promote and advertise the initiatives that have been implemented and also inform and educate passengers of ongoing improvements and future plans.

Many seasoned passengers can appreciate that it can take time to resolve some of their concerns and if they know that the problems have been recognized and are not being ignored they will hopefully become more tolerant.

Keeping Moral

Those implementing change can often develop a siege mentality. Passengers may be slow to appreciate any improvements that are made as it can take time for changes to have an effect.

By canvassing 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.

Passengers will be slow to appreciate any progress and those working implementing change can become demoralised with criticism from what is often a very negative public. It is vital 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. Priorities can change instantly so that due to an event what may have been important, is no longer important and what wasn’t an issue, suddenly becomes an issue.

Having the passengers concerns chronologically documented is possible if a baseline survey is taken. The needs of passengers is in constant flux, individual requirements change, low cost budget carriers now compete directly with luxury travel and even from the same sets of people there is a clear demand for both depending on whether their travel is for business or pleasure. Annual surveys will allow changes in passenger attitudes to be 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. With features such as low cost and flexibility online surveys make it practical to run multiple surveys that are targeted at specific groups of passengers such as the business traveller or those who are disabled in some way.

Online surveys will ensure that important market research intelligence is gathered and provides a platform to the operators to enable them to promote and advertise their quest to achieve high levels of passenger satisfaction.

Passengers will benefit from having an effective channel to raise issues and through regular surveys they will begin 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

Public transport operators who already use passenger surveys may not fully appreciate the multiple benefits that surveys can bring. Surveys are the ideal way to gather market research information that once analyzed can help identify problems and spawn initiatives required to address them, further surveys can monitor the initiatives effectiveness and promote the changes to the customers.

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 canvas their customers as to what the main issues are. By analyzing passenger feedback operators can confirm that their improvement and investment plans are in tune with the 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 identify some main concerns that can be addressed immediately and for a reasonable cost.

Measuring Change

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

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

Passengers can appreciate that it can take time to resolve some of their concerns and more understanding towards the operators if they know that the problems have been identified and are being addressed.

Keeping Moral

Those implementing change can often develop a siege mentality. It can take time for changes to take effect and for any improvements to be noticed by the passengers.

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.

Passengers who are suffering can be very impatient that improvements are not instant and their negativity can cause those tasked with implementing change to become demoralised. It is vital 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.

A baseline survey will make sure that the passengers concerns are chronologically documented. Passengers are themselves an evolving group, individual travel arrangements change, fashion changes, life styles develop along with technology. Annual surveys will ensure that any changes in passenger attitudes are 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 it is practical to publish multiple surveys aimed at specific groups such as the disabled passenger, the business traveller and single parents travelling with children.

Not only will online passenger surveys make it easy to collect important market research data it will also deliver a message to the passengers that the operator has a genuine pro-active commitment towards passenger satisfaction.

Passengers benefit by having an effective channel to raise issues and through periodic surveys will begin to appreciate that the operator is continually 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

Those public transport operators who already use passenger surveys may not fully appreciate the multiple benefits that surveys can bring. Surveys are not only an efficient method for conducting market research that will help towards identifying any passenger dissatisfaction, they are also the perfect tool for measuring the effects of any improvements and can simultaneously help promote new initiatives to the customers using the service.

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.

Passenger surveys can be used to canvas the customers to find out what the main issues are. Through the analysis of passenger feedback the operator will be able to ensure that their improvement and investment plans are in line with passenger demands and concerns. Issues can be classified by priority and if they can be addressed in the short or long terms.

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, significant problems can be identified by the initial survey that have a quick and simple solution and that can be immediately resolved for a minimal 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 inform and educate passengers of ongoing improvements and future plans.

Passengers will always be more positive if they can see that improvements have been made and more accepting of outstanding problems if they know that those problems are being addressed.

Keeping Moral

Those implementing change can often develop a siege mentality. Passengers may be slow to appreciate any improvements that are made as it can take time for changes to have an effect.

By canvassing 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.

The general public is often very impatient and implementing improvements can take time, those working to make improvements can often become demoralised when they receive constant criticism. It is vital 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. Priorities can change instantly so that due to an event what may have been important, is no longer important and what wasn’t an issue, suddenly becomes an issue.

A baseline survey will help ensure that the passengers concerns are chronologically documented. The needs of passengers is in constant flux, individual requirements change, low cost budget carriers now compete directly with luxury travel and even from the same sets of people there is a clear demand for both depending on whether their travel is for business or pleasure. Annual surveys will allow changes in passenger attitudes to be 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. A main features of online surveys is their low cost and flexibility that allows operators to publish multiple surveys that will target individual groups who may have specific concerns.

Not only will online passenger surveys make it easy to collect important market research data it will also deliver a message to the passengers that the operator has a genuine commitment to securing positive passenger satisfaction.

Passengers will benefit from having an effective channel to raise issues and through regular surveys they will begin 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

Even public transport operators who already use passenger surveys may not fully appreciate the multiple benefits that surveys can bring. Not only are surveys an efficient method of market research that will help identify areas of passenger dissatisfaction, they are also perfect for measuring the effects of improvements and can, at the same time, help promote new initiatives to customers using the service.

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 high and low priority, as well as long and short 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 may be able to identify some high profile areas where solutions can be implemented almost immediately for a minimal cost.

Measuring Change

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

An important objective will be to ensure that the changes and initiatives that are implemented have been effective in addressing passenger issues. A second objective will be to promote and advertise the initiatives that have been implemented and also inform and educate passengers of ongoing improvements and future plans.

Passengers will always be more positive if they can see that improvements have been made and more accepting of outstanding problems if they know that those problems are being addressed.

Keeping Moral

Those implementing change can often develop a siege mentality. It can take time for changes to take effect and for any improvements to be appreciated by the passengers.

By canvassing 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.

Passengers who are suffering can be very impatient that improvements are not instant and their negativity can cause those tasked with implementing change to become demoralised. 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.

A baseline survey will make sure that the passengers concerns are documented chronologically. Passengers are themselves an evolving group, individual travel arrangements change, fashion changes, life styles develop along with technology. Monthly surveys will allow changes in passenger attitudes to be 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 of the low cost and flexibility of online surveys it allows passenger concerns to be targeted at specific groups and their particular concerns.

Not only will online passenger surveys make it easy to collect important market research data it will also deliver a message to the passengers that the operator has a genuine commitment to securing positive passenger satisfaction.

Passengers benefit by having an effective channel to raise issues and through periodic surveys will begin to appreciate that the operator is continually 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