With over 500,000 travelers per day, we can say that there are many different traveler profiles. It is virtually impossible to put all travelers in one box and it is therefore inconceivable that 1 static website fits all these traveler profiles. We get to know the travelers and their needs and match these with Arriva's services and services.
The customer experience
The Total Experience Model helps Arriva to map out the various customer journeys and the current customer experience. From the 0-measurement, we focus specifically on contact moments in the customer journey that need to be improved. The dashboard provides insight; if we turn the knobs, does this have a positive impact on travelers' experiences? Do the low(er) scores go up and do the high score(s) stay on level? We periodically speak to travelers to continue testing the scores, experiences and ratings.