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Even public transport operators who already use passenger surveys may not fully appreciate the multiple benefits that surveys can bring. Not only are surveys an efficient method of market research that will help identify areas of passenger dissatisfaction, they are also perfect for measuring the effects of improvements and can, at the same time, help promote new initiatives to customers using the service.

Establishing a Starting Point

When embarking on any change management programme it is always good practice to establish a base line before any changes are made. This baseline survey can serve four purposes, it will:-

• allow the proper targeting of investment
• allow measurement of the effect of change
• assist in the moral of those implementing change
• ensure that new issues are kept separate from the original plan and budget

Targeting Investment

There are many areas of any public transport system that can cause passenger dissatisfaction all of which need to be monitored to ensure that the service being provided meets, and where possible, exceeds, performance level targets.

Issues that can be of concern to passenger include:-

• safety and security
• punctuality
• fares and ticket types
• capacity and overcrowding
• quality and design of vehicle
• cleanliness
• facilities at stations and terminals
• facilities for passengers with disabilities

Often limited resources and budgets means that investment needs to be carefully planned and properly targeted.

Operators can use passenger surveys to confirm what their customers consider as the main issues. By analysing passenger feedback the operator can ensure that their improvement and investment plans are in line with passenger demands and concerns. Issues can be classified into low and high priority, as well as short and long term plans.

Major capital investment such as the building of infrastructure for example new terminals, runways, laying new track or upgrading air traffic control or rail signalling equipment may take many years to implement. However, significant problems can be identified by the initial survey that have a quick and simple solution and that can be immediately resolved for a minimal cost.

Measuring Change

From having established a comprehensive programme from an initial survey the objectives for running periodic surveys are twofold.

One aim will be to ascertain if any of the implemented changes and initiatives have been effective in addressing passenger concerns. A second objective will be to promote and advertise the initiatives that have been implemented and also inform and educate passengers of ongoing improvements and future plans.

Passengers need to know that their concerns have been understood and once that they know that the operators have acknowledged the problems and are taking steps to address them they can become more tolerant towards the outstanding problems.

Keeping Moral

Those implementing change can often develop a siege mentality. It can take time for any change to take effect and for the passengers to appreciate any improvement.

By canvassing passenger opinion and measuring the results against earlier surveys a successful change programme should see passenger issues change over time, some issues that were problems will no longer be raised.

Passengers can be slow to appreciate any progress and can be very negative demoralising those who are working hard to implementing change. It is essential that a team implementing change can see clearly the effects of their efforts.

Identifying New and Old

In any long term change management programme issues can change over time. The situation can change instantly so that due to an event what was important, is no longer important and what wasn’t an issue, is suddenly an issue.

A baseline survey will make sure that the passengers concerns are documented chronologically. Passengers are themselves an evolving group, individual travel arrangements change, fashion changes, life styles develop along with technology. Annual surveys will ensure that any changes in passenger attitudes are monitored.

Online Surveys Make It Easy

Online surveys can reach a broad cross section of any travelling public. They are quick to design and implement and they provide feedback in a format that is ready for detailed analysis. The low cost and flexibility of online surveys allows passenger concern to be targeted at specific groups and particular concerns.

Online passenger surveys will provide operators with essential market research data and will establish a platform to allow them to advertise and promote their commitment to high levels of passenger satisfaction.

Passengers benefit by having a forum to raise issues and through regular surveys will begin to appreciate that their concerns are acknowledged and the operator is committed to investing and improving the service. The following are links to samples of Passenger Surveys

Sample Passenger Survey for an Airline Carrier: Airline Passenger Survey

Passenger Survey for a Train Operator: Train Operator Passenger Survey

Sample Passenger Survey for a Bus Operator: Bus Operator Passenger Survey

Cancun, Mexico is located on the Yucatan peninsula, and is known as the Mexican Caribbean, with its white beaches and bright blue water. Apart from being a popular vacation destination, it is also home to over 500,000 citizens. As a vacationer, therefore, you have plenty of places to choose from – whether as near the beaches as possible, or deeper in the city to get the feel of the “real” Cancun. It all depends on why you’re going there!

Because of its popularity, accommodations near the touristy hotspots can be quite expensive. What you get in being “right there” at the center of things, without having to waste time taking buses, taxis or limos to your destinations, you pay for.

On the other hand, if you’re willing to expand your horizons a little, and look at hotels or locations closer to the actual city, you can find some inexpensive deals, but of course, then you have to pay more to get where you want to go by taxi or bus, and there’s the time factor involved there as well.

That’s why research is so important, and the easiest way to do research these days is to scope out Cancun on the Internet. You’ll want to conduct a two-pronged approach to your research. First, you’ll want to find out about the city itself, from such sites as Wikipedia or even their own official website.

Whether you’re single, a couple, or a family, there are all sorts of activities for you to do in Cancun, but you’ll want to know about them before you arrive.

Once you decide where you want to go and how long you can stay, then you have to start doing the research on the least expensive lodgings…or if expense really isn’t an issue, you still want to get the best value for the money that you are paying.

To that end, there are websites such as Orbitz and Priceline that allow you to compare prices for hotels, airplane tickets, and so on. Before booking into the cheapest hotel – check out their websites, to make sure you know exactly what you’re getting.

Vacation and tour packages are also a viable option. It’s always more fun to go places with a group of people whom you know, or who share similar interests. Consult a professional travel agent to see what they can offer you, to ensure that you get the best Cancun deal possible.