The traveller is always right

Local public transport operators involved in the ENERQI project are now preparing to implement the project’s innovative quality monitoring system and gather first data in the second half of the year. The monitoring system for public transport, which has been developed in ENERQI, is based on travellers as quality observers.

Quality survey of frequent travellers and non-customers

Travellers fill in surveys and questionnaires on issues such as contentedness with punctuality, trip duration, driver performance, opinions about bus-stops. Non-customers (i.e. car-users) also are given the possibility to participate and make a free trial to express their opinion on the public transport quality.

Perceived quality is considered a factor for people to choose public transportation. Precious information on how to transform public transports into a high level service may, then, contribute to increased share of public transport. The traveller is always right – and quality monitoring allows for a real customer oriented feedback on public transport improvement actions.

A common monitoring framework

ENERQI will disseminate gathered good practice quality monitoring throughout Europe by taking stock of all the existing monitoring schemes. The setting up of a common framework will allow each urban public transport network to have a quality monintoring system adapted to the local context.

ENERQI stands for 'Energy efficiency by using daily customers' quality observations to improve public transport'. The consortium behind the project is composed by 13 partners including Lancashire, Tisséo (Toulouse), URTP and Polis.

The project starts locally in eight participating sites to serve as an example to be followed abroad. Interested cities and transport operators are encouraged to get in touch.

For further information visit or contact Dagmar Röller.