You are here: > Home > Followers > How to implement


  • It is a key tool to improve the quality of public transport.
  • It has the potential to perform better than other approaches of quality monitoring.

The ENERQI methodology integrates the customer view with the aim of providing public transport services which match the needs and expectations of their users as closely as possible. This innovative approach is built on the synergies created between the participants, both on the user side and on the side of the public transport operators.

The observer based ENERQI approach is half-way between the customer satisfaction survey and the mystery shopper approach. Rather than using paid staff to make observations, as with mystery shoppers, the information collection is carried out directly by the users during their normal daily journeys on the public transport network. On the other hand, while in a customer satisfaction survey the interviewee has no prior information, an ENERQI observer has prior training and knows in advance the criteria to assess in each observation assignment.

Also the ENERQI approach does demand the use of permanent resources in the management of the observer panel and the administration and maintenance of the supporting tools.  Furthermore the commitment of the volunteers is crucial to the success of the ENERQI process. Their role is of primary importance because it guarantees the quality of the collection of the expected information.

Who can use the ENERQI methodology?

Organisations operating public transport fleets in Europe can apply the tools developed in the ENERQI project. The ENERQI methodology has been designed to allow continuous quality monitoring in quarterly observation cycles.

How to implement the ENERQI methodology?

Setting up the ENERQI approach consists of 6 main steps:

  1. Defining targeted public transport lines for quality monitoring
    The ENERQI approach may be applied in a whole network or in specific lines or services. What criteria should be used for the selection of the targeted services? It depends on the specific objectives of the operator and on sample representativeness concerns.

  2. Defining indicators
    The indicators on quality perceptions should reflect the attributes valued by the public transport users. They should allow to provide real time results, to measure quality over time and, if possible, to allow for comparisons with other sites and operators.

  3. Constitution of the observers panel
    This task includes the definition of the targeted customer (and potential customer) segments and the respective sampling methods to define the number and type of observers. It also involves selecting the right methods and incentives for observer collection, depending on local aspects like culture.

  4. Survey design and operation
    One aspect relates to the timing and location of the inputs given by the observers, which may follow different approaches, like on a regular basis, upon specific requests to observers, or on an unregulated basis. Secondly, several types of survey formats may be used, depending on the type of observers: Paper survey, internet access, market studies, interest groups consulting (students, elderly people), quality audits, mystery client, etc. The decisions on these aspects depend again on objectives and local context but also on availability of resources.

  5. Observer relation management -
    Throughout the implementation of the ENERQI quality monitoring approach there is the need for a continuous communication line between the operator and the observers. Several factors are relevant for a correct choice of a communication platform(s): survey format, characteristics of the observers (age, education, technical knowledge), timing of survey applications. For example, if the observers have access to the internet, they can introduce their inputs directly into the database, whereas in cases where the data gathering is not automated a procedure has to be designed to collect all the observations and record them into the database system.

  6. Database and system development
    ENERQI developed the  database to save all the information provided by the observers. The ENERQI project provides concrete experience in this field.



financed by
ec logo