Quality Measurement

We measure.

Objective and regular quality measurements for operations and services in public transport are the basis for permanent improvements of the service quality.

Survey app EMMA

We measure digitally.

With our self-developed EMMA app, we can carry out passenger counts in public transport and regional rail transport, create comprehensive quality evaluations of means of transport and transport facilities including photo documentation, map the customer journey of passengers with time-of-day recording of the means of transport used, the exact location of boarding and alighting, the ticket used as well as socio-demographic data of the passengers and adapt questionnaires quickly and easily to the respective customer requirements.

Measuring the quality of services

We review service quality.

We measure and monitor the service quality of transport companies all year round. We provide information on strengths and weaknesses in the system and thus identify potential for improvement. The justifiable data can also be used to meet agreed quality targets. Contents of the evaluations include the appearance of vehicles, stops and service facilities, behaviour and appearance of the driving and service personnel, passenger information, service facilities such as complaint management and service telephone. Furthermore, we offer focal point surveys on all topics that may be of special temporary importance to transport companies, such as the evaluation of the service quality of call-collecting taxi services, night bus lines, the women’s taxi and ticket inspectors.

Quality Barometer for Public Transport

We compare.

In two-year intervals, we measure the objective provision of services by transport operators in various cities. The results are then compared in a benchmark analysis. Strengths and weaknesses are identified and instructions on quality improvement are defined in a workshop. Moreover, the participants are enabled to observe and understand their development in a time series analysis.

Customer Satisfaction Analysis

We rate customer satisfaction.

Our services are supplemented with studies of the satisfaction levels of individual customers within the scope of quality evaluations. Apart from the extracted survey and research information, we develop metrics for process control and offer consulting services for process optimisation and for the creation of quality management systems.

Citizen Participation & Workshops

We manage participation.

The relevant local stakeholders are involved in our planning at an early stage. Through various event formats, we activate local knowledge and enable a high level of acceptance. With our self-developed online participation platform “mitwirken.eu” we offer an additional digital medium for active citizen participation. Participation takes place with interactive maps, surveys and/or workshops. In addition, interested actors can inform themselves about the project, follow current processing statuses and view interim and final results.

Soft- and Hardware

We work digitally.

Our claim to help shape the mobility of the future requires detailed work at the highest level. To achieve this, we not only use first-class planning software and hardware that is renowned in the professional world. We have also developed our own applications that are geared to the special requirements of our clientele. The constant further development of these applications enables a scalable application.

Licensing software:

AutoCad
AutoTurn
ProVi Stra├če
Remix
PTV VISUM
PTV VISSIM
PTV VISWALK
LISA+
Sidra Solutions
HBS-Berchnung
Miovision
ArcGis
Qgis
LimeSurvey
LIMDEP
NLOGIT
SPSS

Own developments:

TrafficAnalysisSolution
Number plate recognition
Traffic database
VideoAnalysis
ParkRaum
FuhrPark
EMMA
MobiOnline
Simultaneous weighting
mitwirken.eu

Hardware:

CountingCam
Miovision-Cameras
Nvidia Jetson Nano
Side radars

References