Markedsstaben 1

OSLO SPORVEIER’SMARKET INFORMATION SYSTEM (MIS)

Marit Leite and Andreas RøerOslo Sporveier

Markedsstaben

Sporveien’s Market Information System (MIS)

MISMIS

(3) Travel behaviour and general satisfaction

(3) Travel behaviour and general satisfaction

(2) Customers’ opinion of a given journey

(2) Customers’ opinion of a given journey

(1) Operator quality measurement

(1) Operator quality measurement

Markedsstaben

(1) Operator quality measurement

•Registration on board trams/buses/metro (via PDAs)•A quality manual for each service type defines the quality level to be delivered•A control of selected elements is undertaken on board and at stops, as well as the registration of route number, time and punctuality.

•12,000 controls to be made per year, or 1,000 per month. •Operators have access to results and may correct lack of quality immediately.•The results form the basis for operator charges (fees) according to the contracts.

•The charge amount vary from 200 € to 6,400 €, depending on the breach, cf. the examples mentioned below.Examples:Failing to report a cancelled departure: NOK 50.000,-Operating with the wrong type of vehicle: NOK 5.000,-Incorrect destination sign: NOK 3-5.000,- Incorrect fare information onboard: NOK 1.500,-Failure to announce stop/station: NOK 1.500,-Absence of timetables onboard: NOK 1.500,-Absence of Travel Guarantee folders onboard: NOK 1.500,-

Markedsstaben

(2) Customers’ opinion of a given journey

• Interviews on board trams/buses/metro (via PDAs).

• Approx. 20,000 interviews per year.• Operators have access to bonus/malus results

in the current period, and can make quality adjustments based on the results.

• The results form the basis for Sporveien’s operator bonus/malus.

• The bonus/malus can amount to +/- 3-6% of the gross contract amount

Bonus/malus elements (examples):

• All in all - how satisfied are you with this journey?

• Driver’s way of driving • Driver’s focus on service• Information about time of departure at (bus) stop

• Punctuality• Quality index (index including a number of quality elements)

Bonus/malus elements (examples):

• All in all - how satisfied are you with this journey?

• Driver’s way of driving • Driver’s focus on service• Information about time of departure at (bus) stop

• Punctuality• Quality index (index including a number of quality elements)

Markedsstaben

(3) Travel behaviour and satisfaction

• Telephone interviews concerning the travel behaviour of Oslo inhabitants and their opinion of the public transport system in general.

• Gives us information about market shares, number of journeys per customer, general satisfaction with Oslo Sporveier and the public transport system in general.

• Questions are harmonised with the Norwegian Institute of Transport Economics’ national travel behaviour study.

• The interview time approx. 6-7 minutes.• 3,000 respondents/10,000 journeys per year

Markedsstaben

Reporting

• All results are made available on the Internet.

• Each individual user has the opportunity to conduct simple analyses and breakdowns of the material presented (“drop-down menus” etc).

• Please cf. http://online.tns-gallup.no/sporveien/. Username/password for this CIG: best/p5092.