Workshop on Image of Public Transport (11/09/2011)

Attracting & Retaining Customers! The event looked at innovative Quality & Communications Management Practices. The agenda included:

• Tried & Tested Frameworks: the results of the EC project QUATTRO were presented (these have been developed into universal transport standards for service quality (EN 13816))
• The Psychology of Customer Satisfaction
• Viewing public transport from a customer perspective
• Developing a Quality Model for Service Delivery:
• Monitoring and Measurement of Service Quality:
• Developing a quality audit system and customer charter for PT
• Communications & Branding

CIVITAS MIMOSA’s 1-day workshop in Gdansk was dedicated to local PT providers, PT management, local government and organisations.

Date: 12th September (09.00-18.00)

With participation of foreign experts: mr Peter Scott (Dublin Buses) and Eileen O'Connell (Interactions)

Authors: Holding Graz Linien, Malgorzata Ratkowska

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