Quality Assurance in Public Transport

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A quality assurance system comprises assessment and remediation action in a closed circle. Quality Assessment in Public Transport may be organised in various forms:

user panel
quality tester
feedback forms
complaint handling

A user panel is organised by the transport operator searching for improvements. It is important to have frequent users of all relevant segments (children, elderly, mobility impaired, business people, leisure travellers, tourists ...). The panel should not be the stage for complaints but also to raise consciousness about costs of measures amongst the user groups.

Quality tester are trained private users travelling with an eye on quality on a set of pre-defined routes (line and time). They hold down the ranking, not only the problems.

Feedback forms are offered in the transport means to the passengers. Modern media allow instant reply via WAP or SMS.

Complaint handling is the most reactive form. Complaints are categorized and enter statistics. It has to be seen that certain type of passengers change to individual transport without complaining.

[edit] Focus

The quality expresses itself in:

Adherence to the timetable or heading time
Cleanliness (interior, exterior)
Functioning of HVAC
Accessibility of vehicles to mobility impaired
Personal security (illumination, visibility, video surveillance, emergency communication)
Absence of noise, vibrations, smells
Smooth driving style (accelerations, decelerations...)
Avoidance of endangering passengers (early closing of doors etc.)
On trip information quality (comprehensibility, completeness, accuracy...) from loudspeakers, information technology, train attendants etc. also to visually impaired
Ease of use of ticket vending machines
Information and guidance quality sales personnel,
Functioning ticket invalidation, gates