|Customer Service Information|
Why Passenger Surveys are a Transport Operators Best Friend
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
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
Often limited resources and budgets means that investment needs to be carefully planned and properly targeted.
Passenger surveys allow operators to identify those areas that are of most concern to their customers. Through the analysis of passenger feedback the operator will be able to ensure that their improvement and investment plans are inline 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 is also likely to identify some high profile areas that can be implemented almost immediately at a relative low cost.
From having established a comprehensive programme from an initial survey the objectives for running periodic surveys are twofold.
One 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.
Those implementing change can often develop a siege mentality. Change can take time to take effect and for the passengers to appreciate any improvement.
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 will take time to appreciate progress and often those working on a change project will be demoralised with constant criticism from what is often a negative public. It is important 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. Events can happen that make what was important, no longer important and what wasn't an issue, an issue.
The baseline survey will ensure 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. Periodic 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. The low cost and flexibility of online surveys allows passenger concern to be targeted at specific groups and particular concerns.
Online surveys provide operators with important market research data as well as a platform to promote and advertise their commitment to 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:
Sample Passenger Survey for a Train Operator
Sample Passenger Survey for a Bus Operator
Martin Day is a Director of Survey Galaxy Ltd a web site that allows anyone to create, design and publish online surveys. For more information please visit http://www.surveygalaxy.com
This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news
Anticipatory Customer Service: How Purpose-Driven Leadership Can Foster The Highest Level of Service - Forbes
BRIEF-NICE To Acquire Mattersight, Bolstering Its Leadership In Cloud Customer Service Analytics - Reuters
NICE To Acquire Mattersight, Bolstering its Leadership in Cloud Customer Service Analytics - Business Wire (press release)
You MUST Sweat the Small Stuff
It's The Little Things That Make or Break a Small BusinessIf you make a poor impression in small things, why should customers trust you with larger ones like buying your product regularly or giving you a big order? In the last two days, I've seen this simple fact proved three times.I ordered software from Company A.
Treating the Customer Dissatisfaction Epidemic: How to Go Beyond Simply Masking the Symptoms
Corporations in every sector are spending more than ever before in an attempt to improve their customer service levels. Every year they pour hundreds of millions of dollars into new systems and training programs that promise them the ability to win customer loyalty.
11 Moments of Truth
These moments come when a customer or client?1. Hears someone else praise you or your work.
Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls
It should be a straightforward business scenario: making sure that the delivery documentation from the supplier or haulier matches up with the documentation at the target destination.However life is rarely straightforward, and if problems do arise, order completion times and cash flow will inevitably suffer as a result.
What Type Of Software Is This?
The other day while at the book store, I came across some accounting software CDs strewn with other CDs and books in garage sale box.How can any self respecting businessman (even a small one at that) pick up a copy of this cheap sale accounting CD from the box for his business to use? He'd think "what type of accounting system is this that would end up in a garage sale?".
Handling Angry Clients
What do you do when your client gets mad at you? How do you handle this? An angry client can be one of the biggest time and energy drains on a sales person. What you should specifically do will obviously depend on what the client is angry about.
What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees
Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming.
Make Sure You Get The Customer Perspective
Businesses that fail, often forget to seek out the customer perspective. I have talked to some folks at businesses that were less than succesful, and when asked if they actively seek out customer comments, the answer invariably is no.
Customers - Hold Onto the Ones Youve Got
You probably spend a great deal of your time looking for new customers or clients. However, are you sure your doing enough to hold onto the ones you've got.
Customer Service Has Moved Toward Customer Care
As I waited for an answer to my VCR inquiry from a stereo company, the recording stated a "customer care" representative would be available shortly. At that moment, I realized it's finally catching on everywhere.
Doors by Catering to Your Clients
Clients? they are the most important influence in the success of any business. It is vital to keep them satisfied and happy.
In the Villa of the Sick Cat -- A Lesson in Customer Care
If you're a pet owner, you know the stress of having a sick pet and you know that having a great veterinarian is a wonderful thing. My cat, Zoe, came down with a nasty infection that had me racing off to the vet's office last week with an unhappy, howling kitty in tow.
Customer Service Is Dying - and Im Not Feeling So Good Myself
Have you ever called a company and been greeted with the phrase "Hold, please"? How do they know you can hold? They don't even know who you are. Maybe you can't hold; maybe you have 10 seconds of juice left on your cell phone and your hair is on fire.
Creating the Right 'Viral Reputation'
Unless you are brand new to business, or have been under a rock for quite some time - one key marketing technique (which isn't new) - is called 'Viral'.Based on the word 'virus' - viral marketing or viral business simply means it 'spreads' like a virus.
Sorry, No Customer Service After 4:00 P.M.
A few months ago, I wrote about ingenious styles of customer service that every business should know about, mostly because their employees were inflicting them on their customers.For instance, I warned about "in your face customer service" and "run for cover customer service", two equally effective opposites.
All of the World of Business Is a Stage
One of the basics of acting taught to me in grade school was the important principle of "staying in character." Staying in character means holding the image and personality of the character you are assigned to portray without letting your own personality leak through.
How to Transform Your Voicemail into an Effective Medium of Communication
"Hi this is Randy. Leave me a message after the beep and I'll get back to you as soon as possible.
Why Cant Microsoft Make Soft Packaging?
Why is it that Microsoft wants you to buy its product but does not want you to open the plastic case that is welded around the cardboard box? I believe that such packaging along with cockroaches will survive atomic disasters!Good luck finding any clue as to an easy way to open this fused bit of skin-tearing packaging. I split my scissors trying to pry open the ends.
The Great American Customer Service Unawareness Campaign
Q: I'm so sick of you so-called business experts always saying the customer is always right. This is my business, not the customer's, so I'm the one who's always right.
Making the Connection: Customer Relationships That Build Your Business
Have you ever wondered why you often find a coupon tucked inside your cereal box, or get invited to a customer preview sale at your favorite department store? Those companies know that their existing customers are the best - and most profitable - customers they'll ever have. So it's not surprising that they'll do whatever they can to keep these customers happy and coming back again and again.
|home | site map|