Navigation on this site is not optimized for your browser

Please use a recent version of Google Chrome, Mozilla Firefox, Safari or Microsoft Edge to get the most out of the experience.

Find a modern browser
Hero picture
Knowledge Brief

Customer Attraction Playbook

  • Australia & New Zealand
  • Customer service excellence
  • Integrated mobility
  • Journey planner
  • MaaS
  • Mobile applications
  • New mobility
  • On-demand
  • Passenger

Insights from Australia and New Zealand

UITP Australia New Zealand and Accenture have partnered to produce a new publication focussing on practical measures the public transport industry can implement to attract passengers back to the network and grow modal share.

The Customer Attraction Playbook identifies emerging themes in customer experience highlighting opportunities for the public transport sector to better meet customer needs.

Practical options for rebuilding patronage

The playbook includes:

  • Emerging themes in customer experience on public transport.
  • Customer needs at each moment along their journey on public transport.
  • Opportunity spaces where the public transport sector could meet these needs to encourage previous customers back to our services and expand our market share when it comes to how people choose how to travel around our cities and regions.


Download the playbook.

This website uses cookies

This website uses third-party website tracking technologies to give you the best experience, help us understand and continually improve how the site works, and to display advertisements according to users' interests. You consent to the use of our cookies by continuing to browse this website.

Cookies page
Show Details
Name Description
Core and Analytic Core cookies are essential for the website to function by allowing you to browse the website and use some of its features. Analytic cookies help us analyse how the site is used and allow us to perfect and improve your user experience. These cookies do not collect information that identifies you and are enabled by default.
Name Description
Functional These cookies allow a website to remember the user’s site preferences and choices they make on the site including username, region, and language. The data collected by these cookies are only used in connection with this website and cannot be used to track your browsing on other websites.
Name Description
Advertising These cookies track the surfing behavior of a user to a website and personalise your experience by showing you advertisements, offers, etc. tailored to your interests and preferences.