The Customer Experience of Urban Travel

Urban mobility is a key differentiator for competitiveness. Cities that keep moving have a more vibrant economy and attract more inward investment. They’re more attractive places to live and work.

Technology and improved infrastructure play a huge role in shaping mobility – but the biggest factor in improving urban travel is human behavior. Introduction Reimagining the travel experience Some people don’t have a choice of how to get around their city. They have to use whatever mode of transport is available and affordable to them – customer experience and personal preference have nothing to do with it.

For anyone who does have the option to choose, though, the transportation experience has a major influence on their decision about what mode of transport to use, when and how. For transport authorities and city planners, one thing is clear: we need to think about engineering the customer experience and providing informed decision-making just as much as we need to engineer technology and infrastructures.

This research report is about the customer experience of urban travel. We’ll look at the elements that make up the experience, and examine which of those need the primary attention of transport planners looking to change travel behavior. In our survey, we took a people-centric view of transportation, asking some important questions:

> What makes people embrace public transport?

> Why do people get frustrated with it?

> How do people’s expectations and experiences differ across the world and across different modes of transport?

Source: Conduent

This article is culled from daily press coverage from around the world. It is posted on the Urban Gateway by way of keeping all users informed about matters of interest. The opinion expressed in this article is that of the author and in no way reflects the opinion of UN-Habitat. 


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