How Passenger Information Systems Build Trust With Customers
Where’s my bus? Is the bus running late? Am I waiting at the right stop? Will I make it to my destination on time?
No transit agency wants their customers to be worried about when their bus will arrive. However, taking public transit is stressful for some people because control over getting to their destination is dependent on a vehicle they can’t see. The more your customers wait and wonder about when the bus will arrive, the more they question taking public transit over driving a car.
Passenger information systems are a powerful communication tool for easing a rider’s anxiety about taking public transit. Riders want accurate and reliable information, including any disruptions that could impact the trip, such as construction or rush hour traffic volume. This technology allows your agency to share real-time information about bus locations and schedule updates via a web portal or mobile app for riders on-the-go.
When agencies can alleviate the stress of taking public transit, they build trust with riders. Let’s learn more the about benefits of using passenger information systems.
Why Riders Don’t Trust Public Transit
Many people choose not to use public transit because of past experiences with delays, overcrowding, and the time it takes to get to a destination compared to driving. While people can forgive factors out of your control, unreliable transportation is a total turn off.
However, a global study by Hitachi Rail reveals that 75% of survey respondents would choose a better-connected public transport system over driving. From the same surveyed group, 73% said they would most likely travel on public transit if they could see live information about bus capacity.
A web portal or mobile app that provides real-time schedules, fares, departure and arrival times, and tracking of vehicles can help riders feel more confident about taking public transit.
What Is a Passenger Information System?
Passenger information systems are a digital communication tool for sharing information with riders about using your agency’s services with several easy-to-access methods, including:
- Web-based portal
- Smartphone or tablet app
- SMS text messages
- Interactive Voice Response (IVR) system
- Phone-in customer service
When fully integrated with back-office software and synchronized with vehicle CAD/AVL data, the passenger information system updates the app automatically, giving customers access to reliable and accurate real-time information no matter how, when, or where they prefer to access trip information. Everything they need to plan and book a trip is readily available 24/7.
Back-office integration also means that the passenger information system will experience less downtime when updates or maintenance is required.
What Are the Benefits of Passenger Information Systems?
Real-time information is considered a vital component in increasing public transit ridership. According to the Future of Public Transportation report by KPMG, 27% of transit agencies surveyed believe access to real-time data about service performance, location, and occupancy has the “greatest potential to change the transport landscape.”
A passenger information system for busy riders-on-the-go helps them see how easy and convenient it is to take public transit. Numerous studies have shown that real-time information can also increase customer satisfaction and grow ridership.
Share Real-Time Information With TripSpark’s MyRide
MyRide is a comprehensive passenger information system with real-time information that makes taking transit simple and convenient for riders.
And good news! MyRide is now available to our Routematch Fixed customers.
Ready to never hear “where’s my bus” again? Talk to TripSpark and let’s have a conversation about building trust with riders using real-time transit information.