Understanding Travellers’ Response to Information Provision on Disruption – a Multi-modal Example
Chris Heywood And Rob Sheldon, Accent, Liam Day, Highways England, Dewald Pretorius, ATOC
The increasing use of social media has presented transport operators with both a challenge and an opportunity with respect to dealing with delays and congestion. This paper concerns related research undertaken for two modes: rail and roads.
The increasing use of social media has presented transport operators with both a challenge and an opportunity with respect to dealing with unplanned disruptions, delays and congestion.
On the one hand travellers are using social media to vent their frustration when there are any disruptions while they are travelling and on the other hand the transport operators can use the same tools to provide timely updates and respond to tweets etc.
This paper concerns related research undertaken by Accent for two modes: rail and roads.
Both pieces of research explore the nature of the delay or disruption, the nature and method of any information received and travellers’ satisfaction with the information provided on unplanned disruptions.
For rail the research involves a large scale online questionnaire survey with responses from twitter feeds, emails to those registered with National Rail Enquiries, a web survey linked on the National Rail Enquiries website and a dedicated URL printed on cards handed out at various stations. ‘Live’ results are provided via a dashboard.
For roads the research covers Highways England managed motorways and major trunk roads. The research method involves interviews and recruitment for follow up online research at service stations, an online panel, accompanied journeys and dash cams.
For both pieces of research it was considered important to be able to collect ‘live’ data. Smartphone apps were developed that could be used whilst travelling.
The paper will report on the methodological challenges faced, the tools used to provide feedback to the clients and illustrative findings.
Association for European Transport