Sentiment Mapping

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 customersexperience@ts.catapult.org.uk

Status – Demonstrator completed and undergoing testing

 

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