Movia is the largest transport company in Denmark and serves more than 210 million passengers annually.
ADDRESSING THE ISSUES
Movia has been performing customer satisfaction surveys since 1994 as a part of their corporate philosophy and strategy in order to maintain a high level of service and quality to their customers. The surveys measure customer satisfaction among a sample of about 35,000 passengers.
Epinion works with Movia to complete about 8,000 interviews with passengers each quarter. The data collection is based on a predefined sample that aims to spread interviews over the day, week and bus line. This ensures data collection that reflects Movia´s bus operations, so that most interviews are completed when the buses are most busy, and a small number of interviews take place when the busses are less busy. The sample is also developed to ensure a wide geographical spread.
In addition, Epinion always ensures that all passengers are equally likely to participate in the study across gender, age and location. With all these elements covered, the quarterly survey is ensured the highest level of representation.
The data provides Movia with valuable insights on passengers’ perception of and experience with a number of relevant factors such as overall satisfaction, personnel, services and traffic. It also provides background information on passengers, travel frequency, main purpose of trip, etc.This makes it a valuable management tool which ensures Movia is able to improve quality continually and tailor its services to passengers´ wishes.