Per Gellertpeg@moviatrafik.dk

11.11.2010 /Barcelona

Quality for Passengers

Municipalities and Regions decide local service level

Authority to Consultant

All public transport tendered to private operators

Production to service

(Public) transport is a business where customers choose the offer that fits their needs best. If we cannot meet customer requirements we will loose market shares

Passenger rights or not !

Movia trends

Understanding the Customer

BEST – Benchmarking in European Service of Public Transport

• 1.000 interviews (telephone) with citizens aged 15 +

• Conducted March every year (2001 – 2010)

• Perceived quality – 10 dimensions (approx. 27 statements)

• Quality evaluated on a 5-point scale

• Special questions might be added

• A database with 70.000 interviews with citizens in European cities 2001-2009

Traffic SupplyReliabilityInformationStaff behaviourPersonal safetyimage

ComfortSocial imageValue for moneySatisfactionLoyalty

Quality dimensions

Focus on

• Number of departures

• Waiting time short at transfers

• Easy transfers

• PT runs on schedule

Drivers of satisfaction - Copenhagen

0,24

0,19

0,13

0,12

0,10

0,08

0,07

0,07

0,06

I am satisfied with thenumber of departures

Public transport mostlyruns on schedule

Waiting time is short attransfers

Transfers are easy

The staff answers myquestions correctly

The busses and trainsare modern

I normally get a seatwhen I travel with public

transport

The staff behaves nicelyand correctly

Nearest stop is close towhere I live

Travel time

Reliability

Drivers of Satisfaction – BEST Cities

Copenhagen Number of dept. Runs on schedule Short transfers

Geneva Number of dept. Short transfers

Helsinki Number of dept. Short transfers Runs on schedule

Oslo Runs on schedule Number of dept.

Stockholm Runs on schedule Number of dept.

Vienna Number of dept. Runs on schedule

- Travel time and reliability – not a big surprise !

Development of Contracts

• 1990: Tendering started, focus on price, gross cost contract

• 1995: Introduction of quality measuring system with bonus and penalties

• 1996: Bonus max. 1% of total contract sum

• 1997: Bonus max. 2,5% of total contract sum

• 2004: Operators bid with quality level. Possible 2 year extension of contract (max. 8 years).

Bonus max. 3% of total contract sum

• 2008: Possible 6 year extension (2+2+2)

• 2010: Operators bid with max. number of customer complaints. Passenger incentives

introduced

Quality Measuring System

Topics or questions

• External cleaning and maintenance

• Internal cleaning

• Internal maintenance

• Temperature

• Ventilation

• Noise

• Precision to time table

• Driving comfort

• Drivers service and appearance

• All in all impression of this trip

Problem: Interpreted as customer satisfaction !

Satisfaction May 2010

0

10

20

30

40

50

60

70

80

90

100

Total satisfaction Very satisfied Satisfied

Incentives in Contracts – Case 150S

Increase in passengers = increased satisfaction !

The agreement

• Income 10 kr. per customer

• Quality index < 800 pays 0 kr. per new customer

• No passenger maximum for bonus

• Each quarter add up separately

• New customers finances extra service

• Arriva/Movia share campaign costs

Actions taken

• Significant increase in number of departures

• Arriva funds ”stop hosts” and Internet

• Media campaign to improve image

• Bikes on the bus

• Customer involvement (7.000 sms)

• The driver is captain (improved working conditions)

No. of passengers

0

200.000

400.000

600.000

800.000

1.000.000

1.200.000

1.400.000

1. kvartal 2. kvartal 3. kvartal 4. kvartal

2008 2009 2010

Incentives in Contracts – Results 150S

Quality Index

780

785

790

795

800

805

810

815

820

825

1 2 3 4

2008 2009 2010

Lessons learned

• There has to be a market potential

• The line should have a high number of

passengers

• Drivers want to contribute

• Drivers absence due to illness decreases

• Increasing number of passengers is

possible

• Increasing number of passengers is a

target that everybody understands

• Each campaign gives inspiration for

improvements

• Improvements responding to costumer

needs is the key to growth

• It’s a never ending process

Increase in passengers = increased satisfaction

But we need to measure it !

• Create the framework for cooperation between PTA, Operator, Municipality

• Still focus on increase in number of passengers

• Spread out 150S experiences

• Adjusted customer satisfaction survey

• Make it the operators business to attract new customers

• Operators actions:

• Reliability

• Environment

• Travel time

• Local business

Incentives in Contracts – Next Generation

Conclusions

• Customer focus is necessary if public transport is to be the

future solution for effective and sustainable transport in our

cities

• Measure real customer satisfaction

• Involve PTA, Operator and local government

• Focus on solutions that increases services and improves

speed and reliability

• Customer quality incentives in contracts is ”hard work”, but

necessary

• It takes time to change from operation excellence to a real

service oriented business

• Incentives must be sufficient to make operators invest in new

business areas