Deliverable 2.1 State of the Art Report Coordinator: Author: DTV Consultants, Mr. Johan Janse, CRES, Mr. Vassilis Vavakos (external consultant) PO Box 3559, 4800 DN, Breda, The 19th km. Marathonos Ave., 190 09, Pikermi, Netherlands, +31 76 513 6631 Athens, Greece, + 30 210 66 03 288 [email protected] [email protected] Start date of the action: 29th of May 2010 Project website: End date of the action: 28th of May 2013 http://www.enerqi-online.eu Duration: 36 months Grant agreement no. IEE/09/718/SI2.558241 – ENERQI, Energy efficiency by using daily customers' quality observations to improve public transport Legal disclaimer: The sole responsibility for the content of this report lies with the authors. It does not represent the opinion of the European Communities. The European Commission is not responsible for any use that may be made of the information contained therein. ENERQI is co-funded by the European Union under the IEE 2009 STEER programme. Intelligent Energy – Europe STEER TABLE OF CONTENTS PUBLISHABLE SUMMARY OF THE SURVEY OF METHODOLOGIES IN ENERQI............5 1 INTRODUCTION..............................................................................................10 1.1 The ENERQI Project – Brief Description and Objectives..................................10 1.2 State of the Art Report on Quality Monitoring and Passenger Satisfaction.......11 2 MARKETING APPLICATIONS IN TRANSPORTATION (PREAMBLE)............13 2.1 Marketing of Transport Services.......................................................................13 2.2 Transport Marketing Research.........................................................................14 2.2.1 Qualitative Research Methods..........................................................................15 2.2.1.1 In-depth Interviews............................................................................................16 2.2.1.2 Focus Groups...................................................................................................17 2.2.2 Quantitative Research Methods........................................................................18 2.2.2.1 Research Design Specification..........................................................................18 2.2.2.2 Measurement Specification...............................................................................23 2.2.2.3 Data categories.................................................................................................27 2.2.3 Methods for Passenger Satisfaction Index........................................................28 2.3 Summary of Elements Useful to ENERQI Project.............................................28 3 LITERATURE AND INTERNET SURVEY........................................................31 3.1 QUATTRO research program...........................................................................31 3.2 European Standard EN 13816: 2002................................................................35 3.3 BEST Project...................................................................................................39 3.4 SAVE BESTRANS Project...............................................................................42 3.5 PROCEED Project...........................................................................................43 3.6 SPUTNIC Project.............................................................................................44 3.7 CIVITAS Programme.......................................................................................45 4 ENERQI QUESTIONNAIRE TEMPLATE SURVEY..........................................46 4.1 Introduction......................................................................................................46 4.2 Presentation by Case.......................................................................................46 4.2.1 Graz AG (GVB), Austria, Graz, Quality Management System...........................46 4.2.2 Postbus, Austria, Region Aichfeld, Styria, Quality Management Agreement......47 4.2.3 Átha Cliath – Dublin Bus, Ireland, Quality Management....................................47 4.2.4 De Lijn Contracting Authority & Flanders PT Operator, Bus, Tram, Belgium, Quality Management........................................................................................48 4.2.5 Merseytravel - Authority & PT Operator, Bus, Rail, Ferry, Merseyside Metropolitan County, UK, Quality Management................................................49 ENERQI D2 - Survey of Methodologies Page 3 Intelligent Energy – Europe STEER 4.2.6 Helsinki 4 bus Operators - Finland, Continuous measurement of Passenger Satisfaction by using questionnaires................................................................50 4.2.7 Tisséo – Toulouse, France, Quality System......................................................51 4.2.8 HebrosBus– Plovdiv, Bulgaria, Quality Assurance System ISO 9001:2008.......53 4.2.9 Quality Monitoring in Brabant and in The Hague, The Netherlands...................54 4.2.10 Passengers satisfaction with PT services in the Netherlands in 2007 - 11........57 4.2.11 CARRIS bus & tram operator, Lisbon Metropolitan Area, Market search...........57 4.2.12 Spain, Manual for the implementation of quality management in PT.................58 4.2.13 Fertagus, Suburban passenger rail transportation, Lisbon, Portugal, Quality Monitoring Practice, Sustainability Report........................................................59 4.2.14 Mediate (Methodology for describing the accessibility of transport in Europe)...61 4.2.15 Portuguese Standards of public passenger transport - urban bus routes..........61 4.2.16 STP Alba Iulia, Romania, Quality System.........................................................62 4.2.17 SC URBIS SA Baia Mare city, Romania, Quality System..................................63 4.2.18 The New TURSIB (Sibiu city), Romania, Quality System..................................64 4.2.19 Romania, National Survey on Quality System...................................................65 4.2.20 BHLS project - The (in)efficiency of trams and buses in Brussels: a fine geographical analysis.......................................................................................68 4.2.21 Athens Urban Transport Organization – OASA, relevant information................70 4.3 Cross analysis of the PT systems cases examined..........................................71 4.3.1 General Characteristics of the Examined PT System Cases.............................71 4.3.2 Determination of Quality Level Indicators..........................................................77 4.3.3 Data Collection Method for the Selected Indicators...........................................78 4.3.4 Collected Data Analysis and Evaluation of the Quality Level.............................79 4.3.5 Action Plans Development for Quality Level Improvement................................79 4.3.6 Action Plans Implementation for Quality Level Improvement.............................79 4.3.7 Increase of Customer Satisfaction and PT Usage.............................................79 4.3.8 Measurement of Success of the Implemented Actions......................................80 4.3.9 Barriers and Drivers of Success of the Quality Management Process...............80 5 CONCLUSIONS AND RECOMMENDATIONS.................................................83 5.1 Conclusions.....................................................................................................83 5.2 Recommendations...........................................................................................86 APPENDIX 1 - List of Documents Collected .........................................................................89 APPENDIX 2 - ENERQUI Questionnaire Template and Guidelines......................................97 APPENDIX 3 - Portuguese STANDARDS NP 4493:2010 - Indicators / Benchmarks..........106 ENERQI D2 - Survey of Methodologies Page 4 Intelligent Energy – Europe STEER PUBLISHABLE SUMMARY OF THE SURVEY OF METHODOLOGIES IN ENERQI Purpose of this report ENERQI is a European project, aiming to reduce fuel consumption and the related environmental impacts in the passenger transportation industry, by increasing the usage of public transport and reducing the usage of private cars. The basic philosophy of ENERQI is that an increase in public transport usage can be achieved if the Public Transport (PT) quality of services is improved and this is recognized and acknowledged by passenger’s satisfaction. To prove this, a (common) methodology for “real time” monitoring PT quality and passenger satisfaction in several EU countries will be developed in ENERQI. As a first step in the development of a common ENERQI methodology, this “state of the art report on best practices” has been made, with regard to measuring PT quality and customer satisfaction in Europe and the world today. How was the review carried out Best practices found in the literature on customers satisfaction surveys in 48 different mostly European sources and on the internet were analysed. For example the European BEST and QUATTRO projects provided valuable information. In addition to this, case studies from 12 European countries related to the (quality of) public transport systems where examined (Austria, Belgium, Bulgaria, Finland, France, Ireland, Greece, Luxembourg, the Netherlands, Portugal, Romania and the UK). Customers satisfaction surveys: how to apply the theory to ENERQI First of all, if we look at the theory behind customers satisfaction surveys, we can