Better, quicker, together : enabling public transport service quality co-monitoring through a smartphone-based platform

Abstract

Public transport system is an important part of cities, and the quality of public transport service -- passengers' perceived performance -- is a key urban indicator. Customer satisfaction surveys has been the traditional methods and metrics for monitoring and evaluating public transport service quality, but they come with a number of weaknesses. They are administered too infrequently and ask subjects to provide only general ratings. The infrequency results in potential delay for agencies to receive feedback, and the abstractness reduces the possibilities of associating satisfaction levels to specific trips and their attributes, as well as using the data to inform service improvement decisions. Given these shortcomings with conventional surveying practices, there is great value in engaging riders as additional sources of information. This reflects the concept of "co-monitoring" -- agencies using public feedback to supplement the official monitoring and regulation. This is aided by the growing ubiquity of Internet-connected mobile devices, which enables citizens to generate and submit feedback without time or geographic constraints. From the data collection perspective, this would make the process more dynamic, low-cost, and in real-time. Equally importantly, it is poised to enhance public transport agencies' relationship with their customers -- conveying to customers that their experience and feedback are valued. The service sector today is increasingly striving to be more responsive to the customers' needs and experiences, seeking to strengthen the relationships with customers. The benefits of co-monitoring may help public transport agencies adapt to these current service paradigm shifts towards "real-time" and "on-demand."