Vision Real-timePassengerFeedback& SentimentAnalysis
TheEvolvingLandscapeof PassengerFeedbackSolutions
Traditionally,feedbackfrompassengersonpublictransportwasprimarilycapturedmanually.Transport operatorswouldberequiredtodispatchstaffarmedwithclipboardsandformsouttovehiclestoasktravellers fortheirthoughts;thiswasacumbersomeundertakingwhichcouldonlyevercapturedatafromasmall percentageofafleet,andretrospectively.
Morerecently,passengerscouldbeinvitedtocompletefeedbackformssentviaemailoncetheyhadcompleted ajourney.Again,thiswaslessthanideal,sinceitwasnotalwaysclearwhichjourney/vehicletheirfeedback relatedto,andissuescouldstilltakequitesometimetorectifyonceraised.Passengersusingaserviceregularly couldbeleftfrustratedthatfeedbacktheyhadflaggedwastakingtoolongtobeinvestigated.
Thankfully,nowadaysit’spossibleforthosetravellingtosubmitfeedbackdirectly fromtheirsmartdevicewhiletheyarestillonthevehicle.
IntroducingVision MeasurableandActionableLiveFeedback
Icomera’sreal-timepassengerfeedbacksolution,Vision,offersawiderangeof benefits…
Byautomaticallytagginganyfeedbacksubmittedwithrelevant,livejourneyinformation,it’ssimpletomeasure passengersentimentovertime,andtoimproveservicesasaresult.What’smore,Visionallowstransport operatorstoengagedirectlywiththosewhoareprovidingthefeedback,creatinganimportantcustomerservice channelintheprocess.VisioncanevenbeleveragedtoanalysefreetextfeedbackusingAI-basedsentiment analysis,deliveringfurtherdata-driveninsightsintothelongterm.
Real-timefeedbacksolutionssuchasVisionnotonlysignificantlysimplifythefeedbackprocessforpassengers, butalsomeanthatoperatorsaregivenaccesstoinvaluablereal-timedataregardingtheirfleetandonboard equipment.Thisenableson-vehiclefaultstobeidentified(andrectified)morequickly,reducingthereliancefor on-vehiclestafftomonitorfortheseissuesmanually,anddeliveringimportantoperationalandsafety-related benefitsalongtheway.
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BoostPassengerSatisfaction
Independentassessmentshaveshownthatour servicescanleadtosignificantincreasesin CustomerSatisfactionScores(CSAT),ridership, retention,andbrandloyalty
CombinedwithLiveInformation
Specificjourneyinformationisattachedtoevery individualpieceoffeedback,providingthe opportunityto analyse databymetricsincluding vehicle,journeytimeandservice
Issuescanbeidentifieddirectlybyoneofthemany passengersusingaparticularservice,ratherthanstaff beingrequiredtocarryoutlaboriousandtime-intensive manualchecks
Real-timefeedbackcanbecomeinvaluableintheevent ofanonboardincidentorafaultwithasafety-critical system
Socialmediafeedsandfreeformtextcanbe analysed automaticallyusingourpowerfulAI-basedsentiment analysisadd-on,deliveringenhancedinsights
VisionworksaspartofIcomera’shighperformance centralised connectivityplatform andrequiresnoadditionalhardwaretobe installed
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ReduceCustomerServiceCosts Icomera-IntegratedSolution
QuicklyIdentifyFaults
KeepYourPassengersSafe
IncreasePassengerSatisfaction andDriveRidership
Gatheringpassengerfeedbackiskeytoimprovingsatisfactionlevels.Bygauging thesentimentofsomeonetravellingonaparticularvehicle,anoperatorcangain accurateandtimelydata.Usingthis,issuescanberesolvedbeforetheyescalate, allowingoperatorstoimprovetheservicesthattheyoffer.
WithIcomera’sVisionsolution,thosetravellingcanprovidefeedbackinamyriadofdifferentways.Simple multiple-choicequestionsallowpassengerstoquicklyexpresstheirviewsusinghappyface/sadfaceemoticons, andsurveyscanbecreatedtoaddadditionallayersofinformation.
Live&LinkedInformation
Allfeedbackprovidedistaggedwiththespecificvehicleandservicethatapassengeristravellingon.This enablesoperatorstobuildaclearerpictureofwhichvehicles,routes,timeperiodsand/orstaffconsistently encounterthesameorsimilarissues,sothatservicesinneedofaparticularfocuscanbeidentified.Passenger satisfactionscorescanbetrackedviaadashboard,andanalerttoolcanautomaticallywarnofanypriorityissues whichneedaddressing.
Wecanalsoassisttransportoperatorswithenhanceddataabouttheirpassengers,furtherdrivingriderinsight. Thisinformationcanbeanonymousorincludepersonalinformation(subjecttolocaldataprotectionlegislation andpassengeropt-in).Takingadvantageofthis,bespokeservicescanbeofferedtopassengersthatshow certainusagepatternsormeetspecificcriteria.
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FacilitateaTwo-WayConversation
It’spossibletoimplementamessagingserviceaspartofafeedbacksolution.Thisnotonlyhelpspassengersfeel listenedtoandengagedwithinthemoment,itcanalsoaidoperatorsaspartofthetrouble-shootingprocess.A passengersatonavehiclerightnowmightbeabletoprovideusefulfurtherdetailswhichmakeitsimplerto identifytherootcauseofanissuetheyareencountering,andthereforeallowthetransportoperatortoenacta fastersolution.
Takingadvantageofthisundoubtedlydeliverscostandtimeefficienciesforcustomerservicepersonnel.Those responsiblecanimmediatelyknowwhereapassengerislocated,savingtime,andhelpingthemprovidethemost appropriateresponse.
PromotePassengerGrowth
Itshouldgowithoutsayingthatpassengerswhofeellistenedtoandwhoserequestsareactionedquicklyarefar morelikelytoreturnhomehappy.Thiswillincreasetheirpropensitytotravelusingpublictransportmoreoftenin thefuture,andtoserveasadvocatesforyourbrandtotheirfriendsandfamily.
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CustomisableSurveys Includesfieldssuchas:singlecheckbox,checkboxgroup,radiobuttongroup, group,numberslider,freetextfields,andrating AttachedJourneyInformation* *WhencombinedwithIcomera’sreal-timejourneyinformationsolution Reports Receivestandardmonthlyreports SolutionSpecifications Default Add-on FutureUpdates Accesstothesolution’sfuturereleases SentimentAnalysis Automaticallyanalysefreetextcontenttogainadditionalinsights CustomisedReporting Receivecustomisedreports
5 LeverageFeedbackto ImproveOperationalPerformance AkeyadvantagetosolutionssuchasIcomera’sliesinthecapacitytoidentifyissues relatingtoonboardassets,andtheoperationalandsafetybenefitsthatthiscan deliver. Withaccesstolivefeedbackregardingtheirservices,transportoperatorscannotifystaffsituatedonavehicleof anyissueswhichmightbeabletobefixedstraightaway,dispatchengineerstoinvestigateaproblemfurther,or organiseanappropriatetimeforavehicletobebroughtbacktoadepot,ifdeemednecessary. IdentifyFaultsinNearReal-time Onecanimaginemanyscenariosinwhichfeedbackgeneratedbypassengersrelatestoonboardissueswhich arefarmorethanmattersofmereconvenience.Forexample,afaultyairconditioningsystemduringthe temperatureextremesofthesummerorwintermonthscanposeahealthrisktotravellers,andthereforewarrants beingknownaboutassoonaspossible. Safety&SecurityBenefits
Feedbackprovidedcanalsoworkinparallelwithdatageneratedbyotheronboardsystems.Forinstance,a passengermightuseareal-timefeedbackformtoalertanoperatortoapieceofabandonedluggage;theissue couldthenbefurtherinvestigatedvialivevideosurveillancefeedstoidentifyexactlywhomleftitbehind,and whetherthereisanycauseforfurtherconcern(e.g.inthecaseofapotentialsecuritythreat).Similarly,a passengermayflagthatoneofthetoiletdoorsismalfunctioning;onboardtelematicsdatamightthenhelp ascertainexactlywhen,whyand/orhowtheproblembegan.
Icomera’ssolutionevenallowsthepossibilityforpassengerstodirectlycontactthePoliceintheeventofan incident;thiscanbeusefulifviolenceweretobreakout,forinstance.Messagessentusingthisfunctionalitycan automaticallyincludedetailsofthevehicleanditscallingpattern,savingpassengersmanualefforts,andenabling authoritiestointerceptit,ifrequired.
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9 CaseStudy:WestMidlandsMetro Inasignificantsteptowardsrealisingthefullpotentialofpassengerfeedbacksolutions,livetrialshavebeen conductedintheUKbyIcomera’ssubsidiaryGoMedia,alongsideWordnerds,WestMidlands5GandWest MidlandsMetro(WMM),onthecountry’sfirst5G-enabledtram. Inthetrial,freetextfeedbacksuppliedbyWMM’spassengerswasanalysedusingWordnerds’specialised AI-ledsentimentanalysissystem.Feedbackwascategorisedthroughcontextratherthanvocabularyto preventcolloquiumsormisspellingsfrombeingignored.Cloud-baseddashboardsthengaveWMM unprecedentedaccesstolivepassengerfeedbackonmultiplelevels(e.g.vehicletype,route,ortimeofday). It’sworthmentioningtheintegralrolethatoptimisedonboardconnectivityplayedhere.Duringthetrial,5G connectivitywasleveragedtoincreasethespeedbywhichdatacouldbeprocessed.Thisallowedforthe useofdifferenttypesofpassenger-generatedfeedbackdatatobemoreeasilyhandled.Forexample, passengersconnectedtothevehicle’sonboardconnectivitynetworkcouldsendvideosandimagesofany issuestheydiscoveredusingtheWi-Fiservice,withoutincurringdatacoststhemselves. ProvenResults •91%oftestresponsesthatshouldhavetriggeredanalertwerecorrectlyidentified •Theaveragetimebetweenresponsesubmissionandalertreceiptwas2minutes-Comparedto6 minutesifthepassengerpostedonTwitterinstead
10 AboutIcomera Tofindoutmoreabouthowwecanhelpyou,contactenquiries@gomedia.iotoday
needsandadviseyouonthesolutionsthatfityourrequirements,withroomtogrowinthefuture.
Icomeraistheworld’sleadingproviderofintegratedconnectivitysolutionsfortrains,trams,busesandcoaches, servingmillionsofpassengersandtensofthousandsofonboardsystemsonadailybasis. Wedeliverthefastest,mostreliableandsecureInternetconnectionavailabletoamovingvehicle,supportinga widerangeofdigitalapplicationswhichincreasepassengersatisfaction,enhanceoperationalefficiency,and improvesafetyandsecurity. Oursolutionsmaketransportmoreattractiveforpassengersandpartofasmarter,safer,greenerfuturefor everyone,acceleratingthetransitiontowardsacarbon-neutralworld.
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