Case Study: Nordjyllands Trafikselskab improves passenger experience with Epinion

Etiquette in busses – How passenger and driver interaction affect customer experience

The public transport operator Nordjyllands Trafikselskab sought to understand how passenger and driver etiquette impacted customer satisfaction on its buses. To investigate this, they engaged the vendor Epinion to identify specific driver behaviors and passenger interactions that were most important to the overall customer experience.

Epinion conducted a multi-method research project that included a quantitative web survey, real-life bus observations, and filmed VoxPop interviews. The results confirmed several of the client's hypotheses and uncovered new insights. Nordjyllands Trafikselskab is using Epinion's findings to enhance driver education programs, develop passenger-focused campaigns, and utilize the filmed interviews internally to build customer awareness.

Nordjyllands Trafikselskab