Offering a seamless, efficient, and enriched passenger experience
At RATP Dev, we are guided by our passengers: their expectations shape the design of our services, their wishes for new types of mobility challenge us to create a passenger journey that is ever more seamless, practical, and better connected to their evolving uses.
Anticipating passenger behaviour
Passenger needs and expectations are constantly evolving. In addition to punctuality, cleanliness, and comfort, passengers are looking for something more peaceful, practical, and responsible. And their way of seeing things is not static, we must be sure to keep up with them.
We conducted a large-scale International Survey on Public Transit with a panel of 8,000 passengers in 11 countries, and we regularly conduct field surveys to understand local needs, see how they are evolving over time, and gage satisfaction. We also conduct surveys with non-users to identify and eliminate sticking points that dissuade them from using public transit.
The collected feedback guides the design of our services, all around the world.
WELCOME, our satisfaction booster programme
WELCOME is our program dedicated to improving our passengers’ level of satisfaction. It relies on four mutually complementary components:
- A methodology that lets us hear the voices of our customers, prioritize issues, and take high-added-value initiatives;
- A community to pool and share best practices throughout our networks;
- Tools to acquire knowledge, steer the dynamic, and create a relationship of trust with our customers;
- An embodiment by top management that prioritizes the customer at the highest level and involves every department, so that each decision enriches the passenger experience.
Reinventing our solutions in each region
Firm in the conviction that there is not just one passenger experience, but a multitude of them, we work to adapt our transit solutions in partnership with local mobility organizing authorities.
No two networks are alike. And each project benefits from a made-to-measure approach that takes local, real-world urban issues and habits into account, as well as the needs of the local residents. We must win over those who are stubbornly resistant to public transit, foster the loyalty of our regular users, and provide all with the intermodal transit network they are looking for to improve their experience from end to end.
Mobility is among the major factors affecting quality of life for local residents in the various regions; maximising the value of public investments, reducing congestion and pollution, and by making it easier to get around... public transit must take full advantage of its trump cards of sustainability and responsibility.
Going beyond the journey
Our role as a transport operator is not confined to the journey from one point to another. We work in coordination with the city authorities and service providers to incorporate new services that make life easier for our passengers: improved intermodal transit options, digital tools, solutions for the first and last mile, complementary services tailored to each region, and so on.
Our goal is to continuously improve the passenger experience and make public transit more appealing to young and old, families and commuters, able-bodied and those with special needs.
Harnessing our areas of expertise to offer a personalized experience
Passenger numbers and how those passengers use public transit
We analyze the flow and habits of our passengers to adapt our service to their needs, smooth out peaks, and improve comfort by offering differentiated solutions according to the time of day, the lines, and the user profiles.
Made-to-measure solutions
And since we have a wide range of adaptable solutions at our disposal, we design made-to-measure transit offers for each region, each local culture and its specific passenger needs, all while meeting the political and economic challenges of public transit authorities. In this way, each network becomes a unique solution, constructed with and for its users.
Personalized accessibility
We accompany all our passengers before, during, and after their journey, taking into account their specific needs. Made-to-measure information, deployment of personnel and digital tools that contribute to an affordable and personalized experience for each user.
Our goal is straightforward: to design made-to-measure mobility experiences, designed for the passengers as they really are, and not as we imagine them to be.
Emmanuel Colin
Marketing, Mobility, and Customer Experience Director
