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Abstract

Directly comparing customer satisfaction of public transport in different cities and countries is methodologically challenging due to the different surveys used, different sample frames, different response collection methods and the possibility of cultural bias. Nonetheless, due to the importance of customer satisfaction, a research project was started within the International Bus Benchmarking Group (IBBG), facilitated by the RTSC at Imperial College, to overcome these challenges. The objective was to understand the relative performance in meeting customer’s expectations and to be able to target those areas in which they relatively underperform. This seminar explains the survey and data normalisation methodology developed within the IBBG that provides managers of these organizations with an annual comparable view of their relative customer satisfaction. The described methodology has since also been successfully applied in the American Bus Benchmarking Group and the CoMET and Nova Metro Benchmarking groups.

Speaker

Mark Trompet is the Head of Bus Benchmarking and an Associate Director of the Railway and Transport Strategy Centre, within the Centre for Transport Studies at Imperial College London. Since 2005 he worked with the International Bus Benchmarking Group (IBBG), which he directs and he co-founded the American Bus Benchmarking Group (ABBG) in 2011. He is further involved with research projects in transport strategy, economics and customer satisfaction. His academic research is focused on improving benchmarking methodologies, data normalisation techniques and the development of key performance indicators.

Please find a copy of this presentation here.