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Information drives great passenger experiences
On 15 July, we hosted a Smarter Travel Forum event for the Passenger Services industry to discuss the benefits technology can bring to customers and employees. As part of our commitment to improving the passenger experience, O2 has been involved with the Forum since 2013; it’s made up of private sector organisations who meet to share ideas and provide insight to the government on how to improve transport services.
Stephen Joseph, Chief Executive of Campaign for Better Transport, joined us to discuss the past successes and future aims of the forum. A key topic was the power of real-time information in helping passengers to feel secure that they are making the best possible decision if their journey is disrupted. The importance of this cannot be overlooked as, according to the National Rail Passenger Survey conducted by Passenger Focus, access to information is the second biggest driver of customer satisfaction and the biggest driver of dissatisfaction if delivered poorly.
Keith Jipps, Customer Service Director at First Capital Connect (FCC) talked about how connectivity has already improved the experience for their passengers. O2 has helped FCC deliver improved information access for their staff and customers by providing a mix of O2 solutions in several stations. The latest introduction to FCC stations is O2 Wifi which, since its introduction, has boosted customer satisfaction in regards to information access at stations from 70% in 2010 to 82% in 2013/14.
However, the event did identify some barriers to keeping passengers informed. In particular the lack of communication between suppliers, an essential requirement for passengers who want up-to-date information across their whole journey. The Smarter Travel Forum is a catalyst for positive change in this area.
FCC also communicates with their passengers via social media; an approach being adopted by many transport companies. By tweeting customers directly and posting updates in real time, their Twitter profile provides an instant and reliable source of information. And for those passengers that are not so tech savvy, FCC hasn’t forgotten the importance of making sure employees are on hand to help.
To get in touch, tweet @O2BusinessUK or visit our website to find out more about how O2 is helping transport and travel companies reduce costs, improve communications and provide better passenger experiences.