From KPIs to operationalising the quality of the passenger experience

Andree Woodcock

doi:10.4324/9781315587295

From KPIs to operationalising the quality of the passenger experience

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

Abstract

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.

Original language	English
Title of host publication	Designing Mobility and Transport Services: Developing traveller experience tools
Editors	Michael Tovey, Andree Woodcock, Jane Osmond
Place of Publication	Oxon
Publisher	Routledge
Chapter	12
Pages	177-192
Number of pages	16
Edition	1
ISBN (Print)	9781472478467
DOIs	https://doi.org/10.4324/9781315587295
Publication status	Published - 2017

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10.4324/9781315587295

https://www.routledge.com/Designing-Mobility-and-Transport-Services-Developing-traveller-experience/Tovey-Woodcock-Osmond/p/book/9781472478467

Cite this

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From KPIs to operationalising the quality of the passenger experience

Abstract

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