MIS - a system for continuous customer feedback on Operator’s performance
description
Transcript of MIS - a system for continuous customer feedback on Operator’s performance
MIS - a system for continuous customer feedback on Operator’s performance Gylve Aftret-Sandal, Head of Analysis at Ruter
BusNordic – work shop
Oslo, September 8th 2014
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Ruter’s Market Information System (MIS)
Three main parts:1. Operator monitoring
2. In-vehicle customer interviews
3. Travel survey and satisfaction survey (CATI)
Information is gathered continuously
Production oriented
Customer oriented
MIS is one of several tools improving public transport
Customer orientation
Ope
ratio
nalis
ing • Inspections onboard
busses, metros and trams, as well as at stops
• Recording on tab's• Quality manuals for
each mode define the quality standards
• Between 14 000 – 15 000 inspections per year
Qua
lity
aspe
cts • Examples of what is
measured:• Punctuality • Signs• Information (time tables,
travel guarantee information, price tables etc.)
• Stop announcements• Maps• Stops: Stop name, line
number/destination, maintenance, litter etc.)
Rep
ortin
g • User friendly web interface
• Ruter and the operators have access to the web interface
• The information is updated daily, allowing quick response from Ruter and the operators
• Breakdowns:• Time period• Line• Contract• Operator• Mode• Day type (work day,
Saturday, or Sunday)• Time of day
Monitoring Public Transport
Reports - example
Two reports:1. Standard / «viewer»
(no editing rights)
2. «Contributor» (editing possible)
Create report
Export to PowerPoint
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Resultat per contract per quarter
Create widgetCreate dashboard
Share ExportDelete
Resultat per contract per
month
Results time intervals
Explanining negative customer feedback
Drill down
Malus report
Errors in following will cause a fee:•Information (displaying time tables, travel guarantee information, price tables etc.)•Missing stop announcements•Maps/ time tables missing •Stops: Stop name, line number/destination, maintenance, litter etc.)
Fees – examples