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Real-time information improves Stockholm bus passenger satisfaction

11 January 2016  •  Author(s): Katie Sadler, Digital Content Producer, Eurotransport

Bus operator Keolis has installed real-time passenger information technology provided by Hogia to improve its bus passenger satisfaction rating in Stockholm.

Real-time information improves Stockholm bus passenger satisfaction

Keolis operates buses throughout Stockholm transporting approximately one million passengers every week. In November 2014, Keolis installed information systems provided by Hogia on 120 of its blue city centre buses. The screens on each bus provide passengers with real-time information about the next stops, connecting means of transport and journey planning options. Also displayed are latest travel reports, disruption and alternative travel routes. Since installation, bus passenger satisfaction has risen to 84 percent on routes where the new screens have been installed.

Commenting on the latest figures, Karl Orton, technical director at Keolis, said: “We wanted to offer passengers a good product, and passenger information is part and parcel of our offering. We took our passengers wishes and requirements as our starting point when we invested in a new system. Since the panels have been introduced, we have had a record-high satisfaction rating.”

Bus passenger satisfaction increase to 84 percent

Hogia’s solution is based on a system supporting open interfaces which facilitate integration with systems from a number of operators, enabling the screens in the buses to display information from every means of transport available.

Bengt Carlsson, business developer for Hogia Public Transport Systems, added: “The Keolis project is exciting. We have mostly supplied solutions of this kind to customers operating bus services, who were previously entirely responsible for customer satisfaction. But now, the individual operators share the responsibility, which means that their role is changing. We want to be involved in and contribute to the bus companies’ success.”

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