NODES and the Station Experience Monitor

Patrick van EgmondLuxMobility

www.nodes-interchanges.eu

Why intermodal nodes?• An integrated urban transport

system with efficient intermodal nodes enables the most efficient movements of persons and goods

• Greater accessibility• Optimal use of transport system• Less congestion• Reduced impact of transport on

the environmentInterchange Penalty

How to improve intermodal nodes?• Enhance services for

travelers, users, citizens, while taking into account the constraints of the different societal and economic actors

Nodes toolbox1. A benchmark tool to compare

between interchanges

2. A catalogue of tools to support in the design and operation of new or upgraded interchanges

11 Land use and Infrastructure Tools 14 Design Tools

24 Intermodality and ICT Tools 26 Business Models

14 Energy and Environment Tools benchmark.nodes-toolbox.eu

Tool Nr.36: The Station Experience Monitor

Dutch conceptual framework of Dr. M. van Hagen was tested in the NODES project

Dis-satisfiers Functional services

Satisfiers Ambience & commercial services

Measures systematically the perceived travel experience. Used by managers, designers, imagineers and business development (+ 500 stations)

Station Experience Monitor

Moving vs. Staying

• Moving Ease, Speed, Safety and Reliability

moving

staying

moving

staying

• Staying Experience and Comfort

Station Experience MonitorFrom theory to practice

1. Focus on the Customer needs

2. Deal with the dis-satisfiers when service performance is an issue

3. When dis-satisfiers are in order, all your attention should be on satisfiers that improve experience

4. To improve you have to experiment, benchmark, monitor

•UK

•Netherlands

•Germany

•Greece

•Spain

•Italy

•Hungary

•France

Improve intermodal travel with Experience MonitoringAccelerate Faster transport

Condense Bring O and D closer

EnhanceImprove Experience/ MaaS

Accelerate Condense Enhance

Station Experience Monitor Costs/ Benefits• Costs of improving the perceived

quality by customers are relatively small/ while effects are high

• Leads to cost savings i.e. more efficient use of existing infrastructure and fleets

• Leads to more Customers/ Spending more/ Increased income

Turnover retail Millions of Euro

Patrick van EgmondManaging Director

LuxMobilityp.v.egmond@luxmobility.euTel: +352 691040175