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Implementation and key steps of the operational process

Once set up, the monitoring system can go into operation:

  1. Implementation of quality observations -
    Definition of the team(s) responsible for the process, recruitment and training of observers and the establishment of communication channels between the observers and the scheme organizers.

  2. ´╗┐Quality improvement actions -
    There are several possible measures that can improve perceived quality. How they can be best used to transform the attitudes of potential and intermittent users, considering the results of the quality monitoring and departing from a cost-benefit perspective and present state of the art of each site, are issues to consider. Before implementing measures, it is important to consider their overall potential to truly bring increased quality perceptions.
  3. ´╗┐Quality improvement actions –
    There are several possible measures that can improve perceived quality. How they can be best used to transform the attitudes of potential and intermittent users, considering the results of the quality monitoring and departing from a cost-benefit perspective and present state of the art of each site, are issues to consider. Before implementing measures, it is important to consider their overall potential to truly bring increased quality perceptions.

  4. Communication –
    The ultimate objectives of ENERQI can only be fully achieved if the quality improvement actions implemented locally are properly translated into perceived improvements by regular and non-regular public transport users. To achieve this goal, marketing and communication actions are essential.
  5. Evaluation of process and results –
    In order to take full advantage of the lessons learnt from the ENERQI process and to communicate high-level effects, it may be relevant for the public transport operator to assess the effects that it had on modal shift, energy, emissions and other issues.

The ENERQI approach

In the ENERQI approach, groups of customers and potential customers observe and report pre-defined quality aspects on a regular basis. This approach allows for the measuring of the perceived quality by public transport users and the effects of new measures and communication campaigns on users perceptions.
The introduction of the ENERQI Quality Loop will give direct real time inputs to the management of the public transport operations, allowing
for more focused customer relation management, higher customer satisfaction and an increased use of public transport.


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