VIEWPOINT FEATURE | |
45
How passenger information contributes to customer satisfaction Samuel Taylor takes a look at the benefits of passenger information to help and support customers on route and some of the benefits and the positive impacts of Wi-Fi on public transport
A
t the end of a long journey, reaching their coveted destination will always feel very special for passengers. Once they’ve arrived, passengers will delete their tickets and forget about their luggage for a while, taking some time to relax. The convenience of a journey, however, will impact a passenger’s mood long after they’ve finished travelling. There’s no denying that passengers can find events leading up to reaching their destination to be stressful. From hurriedly preparing trollies to waiting for transport to turn up on time, trips can easily become
Passenger information decreases people’s complaints. Being able to consult real-time departure and arrival details works wonders on customers’ satisfaction levels.
a nuisance for travellers. This is particularly true if a mishap occurs along the way. Indeed, even one unexpected misadventure can have a lasting negative impact. With the aid of passenger information, using public transport can become far less stressful. Indeed, there are a few ways that passenger information can improve passenger satisfaction. What makes a pleasant journey Oftentimes, travellers will undertake their entire journey smoothly. Once they’ve reached their destination, they would likely be unable to tell exactly what they enjoyed about the trip. In fact, according to research, 95 per cent of human thought is subconscious. Therefore, it is often difficult for customers to identify what aspects of the trip made them happy. However, it has been found that passengers go through nine phases in a trip. They start with trip preparation at home, while reaching their final destination is the final phase. Sitting in a moving bus or train is when travellers tend to experience the most positive sensations. Possibly, this is because they are slowly but surely on their way towards their desired location. But if transport is running late or all seats are already taken, passengers’ mood can soon dampen – especially if these setbacks are unannounced. On the whole, there are three core needs
that travellers require in order to have a satisfying trip. Firstly, they want to be in control. This means they like to have all the necessary information from the outset and be aware of any potential hurdles. Secondly, they want to be appreciated and looked after. Finally, they want to be free to access information whenever and wherever they wish. Arguably, passenger information ticks all the boxes. How does it contribute to customer satisfaction? Reduces complaints and saves time Importantly, passenger information decreases people’s complaints. Being able to consult real-time departure and arrival details works wonders on customers’ satisfaction levels. For instance, it allows passengers to see whether their train or bus Rail Professional
