New methodology for quality monitoring of public transport

The methodology developed in ENERQI allows operators to listen to their customers and to improve public transport based on customer observations. The ENERQI methodology concentrates on measuring the quality of service perceived by the users.

The methodology has been developed in cooperation with eight operators and authorities, including Polis members Toulouse and Lancashire. These eight sites also implemented and tested the ENERQI approach and engaged with almost 20,000 observers over the past three years. “Applying the ENERQI methodology has been a very cost effective approach for us, while the data presentation is simple to understand and relay to management and other interested parties. It gives an on-going true impression of the services on offer as reported by real customers,” sais Andrew Varley from Lancashire County Council.

A set of common questions had been integrated in the surveys undertaken allowing bench-marking across sites to identify local strengths and weaknesses. The conclusion: All across Europe the costs of tickets are considered most important by public transport users, followed by punctuality and frequency of the service.

Polis has been a part of the ENERQI consortium and supported dissemination.

More findings and more detailed information can be found online:

For more information or to access the ENERQI tool please contact Dagmar Röller,