Is consistent real-time data the secret to improving customer satisfaction?

Reliability is the key to customer satisfaction in public transport, and perceptions of reliability increase when passengers have early warning of unexpected delays thanks to the provision of real-time disruption information. Disruption cannot always be avoided, and the annoyance caused by unexpected delays can be mitigated by the early provision of accurate real-time information, enabling passengers to re-plan their journeys and seek alternative connections.

Dr Christian Blome, Dr Bastian Kargoll, Dr Jonas Wernz : Is consistent real-time data the secret to improving customer satisfaction?, in: International Railway Journal (IRJ), September 2022.

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