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ENERQI: Enhancing Public Transport Quality through Customer Observations

Improve energy efficiency in public transport by incorporating customer feedback to meet their needs and enhance service quality. ENERQI project involves daily quality observations from passengers and uses the data for direct quality improvements. Test sites in Lisbon, Athens, Plovdiv, Graz, Lancashire County, Alba Iulia, Brabant, and Toulouse have shown promising outcomes with increased user satisfaction. Join ENERQI to be a partner in this innovative approach!

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ENERQI: Enhancing Public Transport Quality through Customer Observations

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  1. Energy efficiency by using daily customer's quality observations to improve public transport ENERQI – An Intelligent Energy Project

  2. The challenge • The needs and expectations of the customers are not always taken into account fully (production driven instead of consumer driven) • Most public transport quality monitoring systems capture the quality perceived by the customers only indirectly or in large intervals (Mystery guests, Client panel, Annual survey) • The use of new technologies, like internet, monitoring software, databases and innovative customer involvement techniques offer new opportunities

  3. The mission • Understanding why some people are loyal to public transport and taking their needs serious • Increase the number of public transport users by focusing on customer needs • Remove (psychological) barriers for public transport use • Change the citizens’ attitude towards public transport • Embed striving for customer satisfaction and needs in daily public transport management • Improve the quality of public transport and save energy

  4. The approach • A pool of passengers act as quality observers (500 on average) • They answer questionnaires on a wide range of quality related issues regarding the public transport lines that they are using • This is done on a high frequency basis (e.g. every 2 weeks) • A direct feedback on quality improvements (new buses, driver training, time schedule changes) is available (data analysis) • The results are directly fed into daily public transport management and used to increase the hospitality and quality of the public transport service

  5. ENERQI quality loop

  6. ENERQI test sites • CARRIS Lisbon (PT) • ATAC Athens(GR) • Hebros Plovdiv (BG) • GVB Graz (AT) • TRANSDEV Lancashire County (UK) • STP, Alba Iulia (Ro) • ARRIVA Brabant (Ned) • TISSEO Toulouse (FR)

  7. The expected outcomes • More than 90,000 observations done by 4,000 observers • 64 quality improvement actions with evaluated results based on ENERQI • information about the 8 test sites where the ENERQI-approach has been implemented • information material, guidelines and instructions for followers • ENERQI as a standard for quality monitoring in public transport

  8. Partners

  9. Do you want to be an ENERQI Site?Join us! More info www.enerqi-online.eu Call us: Johan Janse +31 (0)76 513 6631 Patrick van Egmond +352 (0)691 040175 DTV Consultants +31 (0)765136600

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