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Public transport operators who already use passenger surveys may not fully appreciate the multiple benefits that surveys can bring. Not only are surveys an efficient method of market research that will help identify areas of passenger dissatisfaction, they are also perfect for measuring the effects of improvements and can, at the same time, help promote new initiatives to customers using the service.

Establishing a Starting Point

When embarking on any change management programme it is always good practice to establish a base line before any changes are made. This baseline survey can serve four purposes, it will:

allow the proper targeting of investment

allow measurement of the effect of change

assist in the moral of those implementing change

ensure that new issues are kept separate from the original plan and budget

Targeting Investment

There are many areas of any public transport system that can cause passenger dissatisfaction all of which need to be monitored to ensure that the service being provided meets, and where possible, exceeds, performance level targets.

Issues that can be of concern to passenger include:

- safety and security
- punctuality
- fares and ticket types
- capacity and overcrowding
- quality and design of vehicle
- cleanliness
- facilities at stations and terminals
- facilities for passengers with disabilities

Often limited resources and budgets means that investment needs to be carefully planned and properly targeted.

Passenger surveys allow operators to identify those areas that are of most concern to their customers. Through the analysis of passenger feedback the operator will be able to ensure that their improvement and investment plans are inline with passenger demands and concerns. Issues can be classified into high and low priority, as well as long and short term plans.

Some capital investment such as the building of new terminals, runways, laying new track or upgrading air traffic control or rail signalling equipment may take years to implement. However, the initial survey is also likely to identify some high profile areas that can be implemented almost immediately at a relative low cost.

Measuring Change

From having established a comprehensive programme from an initial survey the objectives for running periodic surveys are twofold.

One objective will be to ensure that the changes and initiatives that are implemented have been effective in addressing passenger issues. A second objective will be to promote and advertise the initiatives that have been implemented and also inform and educate passengers of ongoing improvements and future plans.

Passengers will always be more positive if they can see that improvements have been made and more accepting of outstanding problems if they know that those problems are being addressed.

Keeping Moral

Those implementing change can often develop a siege mentality. Change can take time to take effect and for the passengers to appreciate any improvement.

By monitoring passenger opinion and measuring the results against earlier surveys a successful change programme should see passenger issues change over time, some issues that were problems will no longer be raised.

Passengers will take time to appreciate progress and often those working on a change project will be demoralised with constant criticism from what is often a negative public. It is important that a team implementing change can see clearly the effects of their efforts.

Identifying New and Old

In any long term change management programme issues can change over time. Events can happen that make what was important, no longer important and what wasn’t an issue, an issue.

The baseline survey will ensure that the passengers concerns are chronologically documented. Passengers are themselves an evolving group, individual travel arrangements change, fashion changes, life styles develop along with technology. Periodic surveys will allow changes in passenger attitudes to be monitored.

Online Surveys Make It Easy

Online surveys can reach a broad cross section of any travelling public. They are quick to design and implement and they provide feedback in a format that is ready for detailed analysis. The low cost and flexibility of online surveys allows passenger concern to be targeted at specific groups and particular concerns.

Online surveys provide operators with important market research data as well as a platform to promote and advertise their commitment to passenger satisfaction.

Passengers benefit by having an effective channel to raise issues and through periodic surveys will begin to appreciate that the operator is continually investing and improving the service.The following are links to samples of Passenger Surveys

Sample Passenger Survey for an Airline:
http://www.surveygalaxy.com/surPublishes.asp?survey_id=1166

Sample Passenger Survey for a Train Operator
http://www.surveygalaxy.com/surPublishes.asp?survey_id=1170

Sample Passenger Survey for a Bus Operator
http://www.surveygalaxy.com/surPublishes.asp?survey_id=1167

Martin Day is a Director of Survey Galaxy Ltd a web site that allows anyone to create, design and publish online surveys. For more information please visit http://www.surveygalaxy.com

Tags: customer service, market research, online survey, public transport, surveys, travel operatorscustomer service, market research, online survey, public transport, surveys, travel operators

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Internet has transformed out world into an even better place to live in. It has changed the way in which we used to do a lot of things and shopping is one of the biggest changes that have been brought about by the internet. Today, online shopping has become a very popular option among the masses and buying travel products online is not an exception.

There are several advantages associated with buying travel products online. Let’s take a quick look at some of these:

1. Adherence To Regulations: One of the biggest advantages of buying travel products online is that the products will adhere to rules, regulations and restrictions that are associated with travel products. For example, the size restrictions for your travel bags can be easily taken care of if you buy the travel bags and attach

Tags: ecommerce, internet shopping, purchasing online, shopping onlineecommerce, internet shopping, purchasing online, shopping online

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Boredom, limited space and overflowing energy are a source of nuisance for a child when in a restaurant - how much more in the narrow cage of a car on a hour-long ride. You have barely left your home when the notorious “Are-we-there-already” starts, sometimes replaced by the equally infamous “How-long-is-it-still-going-to-take” and “I-have-to-pee” (the latter preferrably on highways with no possibility to stop).

So again, the key here is entertainment. It’s more difficult because you have a very limited space in your car and often a very long time to go.

The “surprise bags” described above do a good job also here. In case of a long ride, you can prepare several smaller bags and scatter them in intervals of several hours, thus keeping the excitement going. Be careful with loose plastic boxes and toys, though, they can become missiles heading forward in case of an accident.

Why are kids asking the “How-long?” - question? Well, first of all, because they’re bored and annoyed. But it’s also hard for children to understand a distance of 500 miles or a period of 10 hours. So when you’re planning your trip, just make a simple map for your children, displaying your home, the target and important points in between. Add some pencils or crayons and point out when you’re passing the marking points. This way, your kids have an overview of where you are and adding drawings will keep them busy. Later on, you can put the maps in your holiday album for souvenir. Keep in mind to make a map for each child.

If your child doesn’t mind sleeping in the car, you can consider travelling during the night. That can buy you some peace during the ride, at the cost that you’re tired when you arrive at your destination. If you have a spaciuos car, like a van, you can use some pillows and blankets to turn it into a cozy place.

Entertainment electronics can make your trip a lot easier. A game boy can keep a child occupied for a very long time, and you can even get a small, portable tv / vcr combination for a reasonable price. You can bring your kids’ favourite videos and they’ll probably be fine for the entire trip. When it comes to music, you should consider that you’ll have to listen to it also, so make sure you can stand the constant repetition of child songs. Otherwise, a walkman might do the job.

A major problem with playing in the car is the very limited space. Toys easily fall down and slide under seats, so you have to stop in order to pick it up again. A tray like the ones used in fast-food-restaurants may help there: it supplies a solid, even surface that can be used as a foundation for eating or as a playground. Childrens’ imagination is still vivid, so a plain plastic tray can turn easily into a setting for the favourite action hero’s next adventure. If you have a family, you should get rid of the idea of having a car to impress and rather trade it for something spacious and comfortable. It might be hard at first, but later on you’ll be thankful for the extra space that helps getting through even a long trip without too much disturbance.

Brigette Meier is an occassional author for http://www.e-nterests.com - visit the site for more interesting articles.

Tags: parenting kids trip, road trip kids, travel kids, trip kidsparenting kids trip, road trip kids, travel kids, trip kids

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