Using customer feedback in public transportation systems

Evaluation of Dispatcher Requirements on Automated Customer Feedback in Public Transport

“…While the assessment of the needs includes the improvement, support, and appraisal of decisions, the realization considers the workload, integration, and automation of the data [2]. The results reveal that half of the dispatchers confirm the need and realization of automated customer feedback for operational dispatching decisions with quite positive attitudes (cf.…”

“…By having timely access to feedback from travelers, the dispatchers are able to assess the actual situation more precisely and reach better decisions. Exemplarily, the information about actual and future traveler flows can support dispatchers in minimizing the total traveler delay in case of service interruptions or demand peaks [2]. By contrast, the increasing data volume might lead to a growing complexity of the dispatching systems and an information overload of the dispatchers.…”

Improving service quality in public transportation systems using automated customer feedback

“…A travel companion application connects the smartphone with a Realtime Communications and Information Service (RTCS), which forwards relevant information to the transportation company's Intermodal Transport Control System (ITCS). In depth description of each component's responsibilities and functionalities can be found in Stelzer et al (2013Stelzer et al ( , 2014. However, relevant services for collecting customer feedback are summarised in Table 1.…”

“…In extension to Stelzer et al (2014), in this paper, we show how to integrate and use customer feedback to improve service quality in public transport. For this, we first present an overview of related work in Section 2.…”

Exploring the potential of using real-time traveler data in public transport disturbance management

“…However, most of the current approaches collect data for post-travel analysis purposes. In particular, the data collected is commonly not used as input to real-time disturbance management (Stelzer et al 2014). Research within disturbance management has so far mainly focused on the issues of timetable readjustment, and rolling stock or crew rescheduling, including decision support methods from the operator perspective (e.g.…”