Need to Know & Nice to Know, How to Increase Customer Satisfaction with Public Transport Information

Greater Stockholm Public Transport Authority (SL) has conducted several customer surveys to determine which traffic information the customer wants and what they think of the existing traffic information. Both qualitative and quantitative methods have been used. In the quantitative method 4400 customers were asked about their level of satisfaction regard to SL’s public transport information. SL found that customers are very satisfied with the digital information in carriages, vehicles and at stops and stations. They are not, however, satisfied with the information on disruptions or deviations to the schedule. The customers think that SL’s permanent information on public transport, for example the information on the digital displays is nice to know and they are satisfied with it in all respects. However, what they really need to know is what is going to happen when services are disrupted. To ensure greater customer satisfaction with public transport information at an overall level, SL must work on the following issues in the following order of priority: information on disruptions, digital information and finally, printed permanent information.


  • English

Media Info

  • Media Type: CD-ROM
  • Pagination: 3p
  • Monograph Title: ITS Connections: Saving Time. Saving Lives

Subject/Index Terms

Filing Info

  • Accession Number: 01144587
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Nov 10 2009 10:58AM