Collective passenger transport

Quality of public transport interchanges - the customer point of view (BETA Version) (CIV12)

This course will provide an insight into the basics of customer experiences and how this can be used as a tool to improve the quality of public transport interchanges. It discusses why customer behaviour should be used much more in guidance for interchange design, management and services.
  • Course introduction
  • Block 1: Understanding basic principles of customer experience theory
  • Introduction block 1
  • Approach or avoidance
  • Pyramid of customer needs
  • Block 2: The building blocks of customer experience
  • Introduction block 2
  • Accelerate - Condense - Enhance
  • Three management dimensions of public transport interchanges
  • Block 3: The station experience monitor, tool, set-up and application
  • Introduction block 3
  • Station Experience Monitor
  • Set up and Application
  • Block 4: Interpretation of results of the station experience monitor
  • Introduction block 4
  • Importance of each customer experience theme
  • Interpretation of results
  • Block 5: Usage of the station experience monitor: international examples
  • Introduction block 5
  • Examples of improving customer experience
  • Rome Flaminio interchange
  • Thessaloniki Ikea Bus interchange
  • 'S Hertogenbosch central station
  • Resources for further study
  • The End
Completion rules
  • All units must be completed