Evaluating Customer Experience: The Michigan Flyer
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Transcript of Evaluating Customer Experience: The Michigan Flyer
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Michigan Flyer: Evaluating the Customer Experience
Sebastian Ferrari, Kruthi Sabnis Krishna, Malcolm MacLachlan, Cristina Pellerano, Lily Samimi & Jackie Wolf
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THE DECISION PROBLEM
How satisfied are customers with the Michigan Flyer
experience?
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RESEARCH QUESTIONS
Overall Satisfaction
Terminal / Location / Changes
Pricing / Scheduling / Stops
Mobile & Website Access to Information
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SECONDARY RESEARCH �KEY FINDINGS
• Unadvertised mobile site
• Low price leader among competitors
• Limited route schedule
• New DTW imposed drop off location for McNamara terminal
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4.6/5 OVERALL SATISFACTION
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INCOME DEMOGRAPHICS
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AGE DEMOGRAPHICS
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LAST USE OF MICHIGAN FLYER
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42%at $30
AT WHAT PRICE WOULD A REFUNDABLE ROUNDTRIP TICKET FROM ANN ARBOR BEGIN TO LOOK TOO EXPENSIVE?
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MOBILE SATISFACTION
4.0 2.79 3.86 2.59 3.57
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LONG DISTANCE
ENOUGH SEATING
UNCOMFORTABLE
CLEAN
INSUFFICIENT CLIMATE CONTROL
TERMINAL SATISFACTION
Overall
2.97
2.60
3.23
3.51
3.57
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LONG DISTANCE
ENOUGH SEATING
UNCOMFORTABLE
CLEAN
INSUFFICIENT CLIMATE CONTROL
TERMINAL SATISFACTION
McNamara North Overall
OK OK 2.97
2.60
3.23
3.51
3.57
BAD BAD
WORSE BAD
GOODWORSE
BAD BAD
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ON TIME SATISFACTION
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3.42/5 MCNAMARA
3.04/5 NORTH
SCHEDULE SATISFACTION
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Increase the frequency of service
Increase seating, climate control to contribute to comfort and ambiance of Michigan Flyer DTW terminal stops
Pricing is stable - only increase fees if upgrading amenities and services
Improve user interface design of website and develop a mobile application to improve customer access to booking and scheduling information.
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RECOMMENDATIONS
4
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RESEARCH LIMITATIONS
Adjusting the survey to identify customers who used the service before and after the McNamara stop relocation may have yielded better data
An in- depth survey of Michigan Flyer customers who use mobile booking would inform preferred enhancements to the customer’s experience with information access points.
Adding additional questions, wording and order of survey questions could have been improved
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THANK YOU! THANK YOU!
Q & A
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APPENDIX A: �OVERALL SATISFACTION
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APPENDIX B: INCOME/AGE
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APPENDIX C: OVERALL & TERMINAL
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APPENDIX D: TERMINAL SATISFACTION
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APPENDIX E: LAST RIDE v MCNAMARA
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APPENDIX E: LAST RIDE v MCNAMARA (continued)
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APPENDIX F: SCHEDULE