Passenger surveys to monitor customer satisfaction in the Netherlands.

Author(s)
Cheung, F.
Year
Abstract

In the Netherlands, a public transport monitoring system (the OV-monitor) has been introduced to provide decision-makers and stakeholders the necessary management information. The OV-Monitor covers the whole of the Netherlands which is currently comprised of 74 concession regions. For each region, information is available on aspects such as modal split, passenger-kilometres, frequency of services, possibilities to link-up with connecting bus services and the reactions of the users. An important component of the system is the annual Customers' Survey study. The methodology used, the quality of the results and how the findings are being used to support decision making and the benchmarking of performances between concession regions and performance over time are described. For the covering abstract see ITRD E126595.

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Publication

Library number
C 34624 (In: C 33295 CD-ROM) /72 /10 / ITRD E127518
Source

In: Proceedings of the European Transport Conference ETC, Strasbourg, France, 8-10 October 2003, 13 p.

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