Transportation

Our understanding of passenger needs and expectations are second to none, allowing us to put into context the findings from individual ad-hoc research projects or large scale continuous surveys.

We act as the voice of the passenger within some of the largest and most pro-active transport providers in the UK (and the results from our innovative consultation programmes can be seen in our clients achieving some of the highest increases in satisfaction ever monitored as part of the National Passenger Survey and indexing above average for the type of provider they are).

We talk to thousands of public transport customers each month covering a range of issues from personal security and crime to innovative infrastructure and staff training initiatives.

Some examples of recent research include:

• We currently conduct five Customer Satisfaction Monitors for Train Operating Companies. These surveys examine passengers’ attitudes using rolling or quarterly fieldwork periods. All are designed to look at trends within satisfaction as well as providing overall prioritisations, examine ad-hoc issues and predict National Passenger Survey performance.
• Other recent projects have used a mix of qualitative and quantitative approaches to examine issues ranging from bus time table usage and standardisation, behaviour change and sustainable transport options, passenger’s information and journey planning requirements, reduced fare revenue impact (e.g. abstraction or generation), advertising awareness/ behavioural impact and modal choice barriers/ triggers to switch.
• We conduct on and off system interviewing to provide input into planning, development and monitoring programmes including coverage of all customer groups.

For further information please contact: Steve King, Head of Customer Experience and Operations, or Neil Aulton, Research Director:

E: steve.king@spafuturethinking.com 

T: +44 (0)1865 33 64 00

T: +44 (0)20 7272 7766