Passenger Experience Audits

We experience, we capture, we explain.

Our passenger experience audits record each step though the journey, taking the role of a first-time user. We feed back our findings through workshops to help staff understand how passengers think and what impact the experience is making on a visitor’s of their network, city or region.

Assessing the Passenger Journey

Transporting Cities sets out to identify, review and encourage enhancements to passenger experience across public transport networks. Our Passenger Experience Audit Package engages external experts to help operators gain knowledge and the perspectives of a first-time user of their service, identifying pain points at the juncture between journey modes.

This package is different, it looks at the interchange between different transportation modes and their integration into the wider urban environment. The package is designed to engage the operator’s staff at an interactive session to better understand how their potential and existing passengers think and navigate through the journey.

We’ve seen great passenger experience delivered around the world. We capture this to help inform our assessments and recommendations.

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Read our Case Studies

Our passenger experience audits record each step though the journey, taking the role of a first-time user. We feed back our findings through workshops to help staff understand how passengers think and what impact the experience is making on a visitor’s of their network, city or region.

Airport Link Sydney

Heathrow Express

West Midlands

If public transport is to thrive and support our sustainable future, it must meet expectations that are set out in glossy advertising and slick marketing campaigns. Most passengers think of ‘the railway’. They do not care who operates the service, who is responsible for litter collection or who is responsible for station information, it is simply ‘the railway’ so their journey needs to provide a joined-up experience.

A passenger needs to have confidence to navigate through public transport network. Introducing doubt at any point on the passenger’s journey reduces the likelihood that they will risk trying the public transport services, leading to missed growth opportunities. Passengers don’t want multiple decision points along the way.

Transporting Cities has seen many global examples where simple signage errors, wayfinding or hub layout appears to discourage a passenger from reaching the public transport service. We identify the moments in the passenger journey where they abandon the public journey and retreat to a private vehicle. The result is lost revenue, underperformance on mode share and reduced customer satisfaction.

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Transporting Cities’ team has the knowledge and experience to undertake this assessment, and communicate it to the operator’s staff in an interactive discussion format. We are also able to support operators in reviewing designs to give a passenger’s point of view.

Our reviews focus on those aspects that are build into systems, we focus on:

Understanding the system

Signage and wayfinding

End-to-end journey experience

Weather protection

Interchange

Staff knowledge and attitude

Social media responsiveness

Power, WiFi and the space to work

Cycle carriage

The ease of buying a ticket

Passenger communications and response to service disruption

Concessions and retail offering

Why we Refer to Passenger Experience

Many transport organisations use the term Customer Experience; at Transporting Cities, we prefer Passenger Experience. Our reason for this is clear – customers have a choice, passengers do not. Whether you are sitting on an aeroplane waiting to take off or sitting on a train stuck at a red signal, you have no choice at that moment and are entirely dependent upon the transport operator to keep you informed, reassured and supported. Calling a passenger a customer is failing to live up to this responsibility – a customer can walk away, a passenger cannot.

With this increased level of responsibility, transport operators have a duty to provide an enhanced level of service to a passenger, one that must continue through the journey until the passenger has reached their destination – this is providing true Passenger Experience.

Contact us to discuss how we can help improve your passenger growth!