Case Study: Nordjyllands Trafikselskab improves passenger experience with Epinion's bus etiquette research

Development of a new bonus model for Nordjyllands Trafikselskab

Nordjyllands Trafikselskab sought to understand how bus driver and passenger etiquette impacts customer satisfaction, aiming to identify specific behaviors that were most important. To uncover these insights, they partnered with Epinion, who conducted a multi-method research project.

Epinion implemented a solution involving a quantitative web survey, real-life bus observations, and filmed VoxPop interviews. The results confirmed the client's hypotheses and provided new learnings, which Nordjyllands Trafikselskab is using to enhance driver education, create passenger-focused campaigns, and use the filmed content internally to build customer awareness.

Nordjyllands Trafikselskab