In the latest news from the Ivory Tower, researchers at UC Berkeley have published a list of the eight things that are most likely to tick off transit riders to the point where they’ll give up on transit. The study was done by talking to riders and ex-riders on San Francisco’s Muni system.
The research paper is titled “Passengers perception of and behavioral adaption to unreliability in public transportation.” Forbes has published an article about it, too, emphasizing that customers can cope with extenuating circumstances. What drives customers bonkers are problems they believe are within control of a transit agency.
I’m not sure that any of the following is an earth-shaking revelation. That said, I do think it’s a nice reminder to transit agencies how their service is experienced by customers. Here are the top eight things that really tick off customers:
1. Delayed on board due to transit vehicles backed up or problems on the transit route downstream.
2. Experienced long wait at a transfer stop.
3. Missed departure due to wrong real-time information.
4. Unable to board or denied boarding due to crowding.
5. Delayed on board due to emergency or mechanical failure.
6. Experienced long wait at origin stop.
7. Ran to stop but the bus or train pulled away.
8. Delayed on board due to traffic.
The Forbes article has more, including recommendations for transit agencies to keep their customers, well, their customers. Is this list missing anything, Source readers and transit riders? Go ahead–get it out of your system…