The ultimate goal of public transport: providing excellent customer service

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Public transport is first and foremost a service industry—our core business is providing excellent service to our customers. Yet, customer satisfaction is a moving target, with customers’ expectations always changing.

In the digital age and with the rise of new mobility services and modal choices, customers are seeking an easier mobility lifestyle. They want seamless door-to-door journeys, instantaneous access to information and services, and safe, reliable and punctual transportation. We’ve seen the topics of digitalisation and customer service excellence merge throughout all of our pillar UITP events this year, and most recently in Singapore at the International Rail Conference & SITCE, where the theme was ‘People at the heart of digital railways’.

As customer expectations continue to rise, we want to know: how can we ensure that we are providing excellent customer service to public transport users?

UITP interviewed over 20 executives from our member companies to seek their views on their mission, strategy and outlook on providing excellent customer experience to their citizens.

Find out what they had to say!

Missed out on SITCE this month? Check out our wrap-up news here!

Check out our customer experience principles and case studies (members only)!

Register for our training programme in Dubai, UAE, on Quality and Service Excellence from 18-20 September 2018!

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