mis - a system for continuous customer feedback on operator’s performance
DESCRIPTION
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 - PowerPoint PPT PresentationTRANSCRIPT
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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
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Ruter’s Market Information System (MIS)
Three main parts:1. Operator monitoring
2. In-vehicle customer interviews
3. Travel survey and satisfaction survey (CATI)
Information is gathered continuously
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Production oriented
Customer oriented
MIS is one of several tools improving public transport
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Customer orientation
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Ope
ratio
nalis
ing • Inspections onboard
busses, metros and trams, as well as at stops
• Recording on tab's• Quality manuals for
each mode define the quality standards
• Between 14 000 – 15 000 inspections per year
Qua
lity
aspe
cts • Examples of what is
measured:• Punctuality • Signs• Information (time tables,
travel guarantee information, price tables etc.)
• Stop announcements• Maps• Stops: Stop name, line
number/destination, maintenance, litter etc.)
Rep
ortin
g • User friendly web interface
• Ruter and the operators have access to the web interface
• The information is updated daily, allowing quick response from Ruter and the operators
• Breakdowns:• Time period• Line• Contract• Operator• Mode• Day type (work day,
Saturday, or Sunday)• Time of day
Monitoring Public Transport
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Reports - example
Two reports:1. Standard / «viewer»
(no editing rights)
2. «Contributor» (editing possible)
Create report
Export to PowerPoint
9
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Resultat per contract per quarter
Create widgetCreate dashboard
Share ExportDelete
Resultat per contract per
month
Results time intervals
Explanining negative customer feedback
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Drill down
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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.)
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Fees – examples
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