We are Testing how we can improve the customer experience in rail through sentiment mapping
Collaborating with DfT, Zipabout, Transport Focus, Nottingham University and Keolis, the TSC has been working on a project using sentiment analysis to measure customer experience and influence traveller behaviours. The project also overlays 2 years of operational data and sentiment analysis in a unique way to provide travellers with ‘customer experience indicators’ for their journey.
The project has created a demonstration tool for travellers, train operators and regulators to provide valuable journey planning, business intelligence and customer experience information. The tool has also been developed to allow for multi-modal expansion. To find out more, click on the video above and to register to test the platform out, please email firstname.lastname@example.org
Status – Demonstrator completed and undergoing testing