Andree Woodcock, Marco Diane and Andre Duarte provide a list of variables for each of the KPIs developed in the project, which can then be used to develop survey instruments. It is suggested that each of the variables is turned into five point Likert type scale questions, which will then enable easy comparison with the benchmarking scores. These have been grouped in accordance with different levels of intervention and so as to align them with different transport modes, user groups and journey stages. For example, super quality indicators (SQI) are concerned with a high level of evaluation at city or operational level.
|Title of host publication||Designing Mobility and Transport Services: Developing traveller experience tools|
|Editors||Michael Tovey, Andree Woodcock, Jane Osmond|
|Place of Publication||Oxon|
|Number of pages||16|
|Publication status||Published - 2017|
Bibliographical noteThe full text is not available on the repository.
Woodcock, A. (2017). From KPIs to operationalising the quality of the passenger experience. In M. Tovey, A. Woodcock, & J. Osmond (Eds.), Designing Mobility and Transport Services: Developing traveller experience tools (1 ed., pp. 177-192). Oxon: Routledge. https://doi.org/10.4324/9781315587295