Monitoring and Analysis of the Public Transport Market by the Wiener Linien. 4th Working Group Meeting, Praque 9th 10th October 2008

Transcription

1 Monitoring and Analysis of the Public Transport Market by the Wiener Linien 4th Working Group Meeting, Praque 9th 10th October 2008

2 How do the Wiener Linien monitor and analyse the public transport market? Three Main Tools Passenger counts Complaint management system Market research surveys

3 Passenger Counts Two Main Methods Counts of tickets sales Direct passenger counts Manual counts Electronic passenger counts

4 Passenger Counts Electronic Passenger Counts Installed in 7% of all surface vehicles since 2002 Planned for the metro Boardings/deboardings, rate of occuption 2 sensors Light barrier (Count of people) Change in temperature (direction of the people) 95,5% accuracy Advantages Around the clock (Nightbusses) Cost savings (compared to manual counts) pay-off after 6 years

5 Complaint Management System Four Ways that Customers Can Contact Us: Info points 1 customer service centre 8 local info points Call centre Postal Internet ( )

6 Complaint Management System App customer reactions (2007) Complaints Staff behavior Ticket vending machines Connections Travel time Intervals Requests Appreciations

7 Market Research Surveys Two Main Market Research Providers BEST Socialdata

8 Studies BEST-Study Comparison of seven European Cities (Stockholm, Oslo, Helsinki, Copenhagen, Vienna, Geneva, Berlin) Period of the survey: March, 3rd 16th Telephone interviews 1000 Citizens of Vienna and surrounding regions Rate of return: 46%

9 BEST With what information does this survey provide us? Information on citizens satisfaction concerning 10 criteria (general citizens satisfaction, traffic supply, reliability, information, staff behaviour, security and safety, comfort, value for money, social image, loyalty) compared with six European cities since 2005.

10 Socialdata Three annual surveys 1. Postal household survey 2. Personal (face-to-face) interviews 3. Explorative telephone interview

11 Socialdata 1. Postal household survey Travel behaviour Sample: 1950 people Random sample from total population Uniformly distributed across the whole year Rate of return: 83% (1638 respondants)

12 Socialdata 2. Personal (face-to-face) interviews Analysing customer expectations through an inquiry of 30 criteria Random sample from all mobile households (postal survey) (377 respondants >14 years) 3. Explorative telephone interview Analysing customer experiences through an open inquiry of all people that have done a PT-trip on the reference date

13 Socialdata-Studies With what information do these surveys provide us? General transport behaviour of Vienna s population since 1993 Modal Split 6 modes (by foot, bicycle, motorbike, car driver, car companion, PT) PT can be further divided into all PT modes MS for male/female, age, workdays/weekends Number of trips/day Purposes of trips (work, leisure, shopping,...)

14 Socialdata-Studies With what information do these surveys provide us? General transport behaviour of Vienna s population since 1993 (cont.) Travel time Distances covered Impacts on the choice of PT and other modes System, information, time, comfort,... Analysis of tariffs (e.g. use oft tickets, ticket shifts)

15 Socialdata-Studies With what information do these surveys provide us? Image of PT (also internal study) Information on satisfaction of Vienna s population since 1993 Six main groups (30 criteria) Traffic supply Transport vehicles Service Information Appearence Safety & security

16 Socialdata-Studies With what information do these surveys provide us? Information on satisfaction of Vienna s population since 1993 (cont.) Risks and chances Special surveys in the last couple of years Individualized Marketing District Benchmarketing

17 Thank You For Your Attention!