How to ensure and improve Customer Happiness – Global best practices

Putting customers at the centre of public transport services and inspired by Dubai’s vision to be the happiest city in the world, the theme of this year’s UITP MENA Transport Congress and Exhibition was “Pioneering for Customer Happiness.”

For three days, 2,000 public transport professionals attended the event in Dubai World Trade Centre to discuss and explore the latest measures and technologies to improve the experience and happiness of customers using public transport services. Representing the entire public transport supply chain, stakeholders from more than 30 countries shared global best practices throughout the exhibition and congress sessions.

Customer happiness is the outcome of doing the right things; and doing them well! From ensuring safety and reliability to providing personalized information, speakers gave their insights on customer-centric measures to enhance happiness.

One plenary session in particular on “Measuring and Increasing Happiness for Public Transport” provided what could be a global “to-do list.”

Get the basics right. Safe, reliable, on-time, clean public transport.

Provide your customers with all the tools they need. (Tailored) trip planning, electronic payment, Wi-Fi, etc.

Communicate in real time with your passengers. Use different channels and platforms.

Listen to your customers. Receive feedback. Know and map your customers and understand their needs.

Go the extra mile. Seat reservations, door-to-door services, other special services and events.

Happy Employees means happy customers. Invest in your employees; feedback, training, retreats, and recognise good job performance

For more on this and other topics, the MENA Transport Congress and Exhibition session presentations and videos can be found on MyLibrary.

The MENA Transport Congress and Exhibition is a biennial event organised in partnership with the Dubai Roads and Transport Authority (RTA) The next edition will take place in 2020 during the World Expo in Dubai.

Want to learn more about customer happiness? Register for UITP MENA’s upcoming Quality and Service Excellence Training on September 18-20, 2018 in Dubai.