Benchmark Nodes stations 2014 results. Workshop Design Intermodal Nodes. Dr. Mark van Hagen Brussels, 12 May 2015

Transcription

1 Benchmark Nodes stations 2014 results Workshop Design Intermodal Nodes Dr. Mark van Hagen Brussels, 12 May 2015

2 Framework Introduction

3 Framework Why NODES? The efficient urban trip is intermodal. An integrated urban transport system enables efficient movements of persons and goods. Reduced impact on the environment Greater accessibility Efficient transport system Less congestion

4 Framework NODES objectives Build a Toolbox to support European cities, transport authorities and operators, in the design and operation of new or upgraded public transport interchanges Enhance services and satisfaction for travellers, users and societal/economic actors depending on the efficiency of the interchange

5 Framework NODES tools Land use & infrastructure (11 tools) Business models (26 tools) Design (14 tools) Energy and Environment (14 tools) Intermodality and ICT (24 tools) #polis14

6 Framework

7 Framework Design through the Eye of the customer

8 Framework 1) Customer driven organisations focus first on the customer needs Satisfiers 2) Focus on dissatisfiers is important when service performance is an issue 3) When dissatisfiers are in order, the focus should be on satisfiers in the end to improve experience 4) To learn you have to: Experiment Benchmark Monitor Dissatisfiers

9 Framework

10 Framework Environmental sitimuli Emotions: Pleasure Arousal Dominance Approach or Avoidance behaviour

11 Framework

12 Birmingham: Snow Hill Station

13 Rome: Flaminio

14 Madrid: Principe Pio

15 Thessaloniki: IKEA bus interchange

16 Utrecht: Central Station

17 Station s-hertogenbosch

18 Rotterdam Central Station

19 Results

20 TRAIN BTM 7% 10% 25% 20% 20% 25% Ambience Comfort Access Orientation Safety and Cleanliness 23% 27% 10% 33% Ambience Comfort Access Orientation Safety and Cleanliness

21 Comparison Train BTM Overall opinion station Ambiance Comfort Access Orientation Staff Safety and Cleanliness

22 Comparison Train BTM Ambiance 6.5 6,2 Atmosphere at this station 6.6 6,2 Station has a warm appeal 6.3 6,0 Station is colourful 5.6 5,4 Sound at station is pleasant 7.0 6,0 Surrounding area is pleasant 7.1 6,7 Station looks tidy 7.0 6,6

23 Comparison Train BTM Comfort 6.9 6,2 Waiting at this station is comfortable 6.3 5,8 Climate protection at this station 7.1 5,5 This station is up to standard 8.0 5,7 Enough shelter facilities 6.5 5,6 Enough space at this station 7.7 7,6

24 Comparison Train BTM Access 8.0 7,9 Can get to this station easily 8.3 8,2 Easy to buy a ticket 8.0 8,1 Easy to get on train 7.8 7,8

25 Comparison Train BTM Orientation 7.6 7,6 Good overview of the station 7.5 7,6 Signage at this station is clear 7.6 7,6 The travel information is clear 7.7 7,5 Know where to find information 7.7 7,6

26 Comparison Train BTM Staff 8.1 7,2 Staff are visible at this station 8.0 7,3 Staff at this station are obliging 8.1 7,1 Staff at this station are professional 8.3 7,3

27 Comparison Train BTM Safety & Cleanliness 7.3 6,9 Feel safe at this station 7.6 7,2 Like the lighting at this station 7.5 7,1 Station is clean 7.2 6,9 Station smells pleasant 6.9 6,3

28 Learnings Learnings

29 Learnings On subitems Train stations more positive on:

30 1,20 0,97 0,80 0,74 0,40 0,32 0,00-0,09-0,07 1-0,02 0,01-0,40-0,80-0,85-1,20 Roma -1,09 Utrecht Madrid Keleti paly audvar Birmingham Den Bosch Etele ter, Kelenfoldi pu Rotterdam Reading

31 0,80 0,60 0,55 0,40 0,30 0,20 0,00 1-0,03-0,20-0,40-0,29-0,60-0,52 Ujpest Varoskapu Roma Toulouse Thessaloniki Madrid

32 Learnings TRAIN BENCHMARK Birmingham Roma Madrid Reading Den Bosch Rotterdam Utrecht Overall opinion station Keleti paly audvar Etele ter, Kelenfoldi pu 7,3 7,3 6,2 7,3 8,3 7,3 8,1 6,5 7,3 7,7 Ambiance 6,5 6,7 5,0 6,9 7,4 6,5 7,4 5,3 6,1 6,9 Comfort 6,9 7,2 5,5 7,2 7,5 6,4 7,4 5,9 7,1 7,4 Access 8,0 8,3 6,6 8,2 8,3 7,6 8,2 6,9 8,7 8,9 Orientation 7,6 7,8 6,7 7,4 7,9 7,6 7,8 6,5 8,4 8,8 Staff 8.1 7,8 6,4 7,2 7,9 7,6 7,3 7,0 8,0 8,3 Safety & Cleanliness 7,3 7,4 5,4 7,3 8,3 7,2 7,5 6,6 7,3 7,8

33 BTM BENCHMARK Roma Madrid Thessaloniki Toulouse ljpest Varoskapu Overall opinion station 6,7 6,4 7,2 7,0 6,6 6,2 Ambiance 6,2 5,7 7,3 6,2 6,2 5,9 Comfort 6,2 5,6 7,7 5,9 5,7 6,4 Access 7,9 7,1 7,9 7,6 8,2 8,8 Orientation 7,6 6,9 7,6 7,7 7,9 8,0 Staff 7,2 6,4 7,2 7,2 7,3 6,2 Safety & Cleanliness 6,9 5,9 7,5 7,5 7,2 6,8

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35 Workshop Design Intermodal Nodes Brussels, 12 May 2015

36 Learnings

37 Learnings