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MIS - a system for continuous customer feedback on Operator’s performance

MIS - a system for continuous customer feedback on Operator’s performance. Gylve Aftret-Sandal, Head of Analysis at Ruter BusNordic – work shop Oslo, September 8th 2014. Ruter’s Market Information System (MIS). Three main parts: Operator monitoring

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MIS - a system for continuous customer feedback on Operator’s performance

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  1. MIS - a system for continuouscustomer feedback onOperator’sperformance Gylve Aftret-Sandal, Head of Analysis at Ruter BusNordic – work shop Oslo, September 8th 2014

  2. Ruter’s Market Information System (MIS) Three main parts: • Operator monitoring • In-vehicle customer interviews • Travel survey and satisfaction survey (CATI) Information is gatheredcontinuously

  3. MIS is oneofseveraltoolsimprovingpublic transport

  4. Customerorientation

  5. Monitoring Public Transport

  6. Reports - example Two reports: • Standard / «viewer» (noeditingrights) • «Contributor» (editingpossible) Create report Export to PowerPoint

  7. Createwidget Createdashboard Share Export Delete Resultat per contractper month Resultat per contract per quarter Results time intervals Explanining negative customer feedback

  8. Drill down

  9. Malus report • Errors in following will cause a fee: • Information (displaying time tables, travel guarantee information, price tables etc.) • Missing stop announcements • Maps/ time tables missing • Stops: Stop name, line number/destination, maintenance, litter etc.)

  10. Fees – examples

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