All customers express their expectations of a service provider, whether explicitly or implicitly: the network user towards the public transport authority, or the public transport authority to its operator.
Keolis strives to satisfy this dual requirement on a lasting basis by developing a new kind of "quality contract" with its partners.
- Keolis commits to the level of quality of the service delivered to the passenger.
- Keolis commits to the level of quality of services it performs for transport authorities.
Keolis' public transport networks regularly obtain quality standards such as NF Service standards in France or ISO 9001 or 14001. But Keolis' quality approach goes above and beyond these standards, which have sometimes shown their limits in the field of urban passenger transport.
Keolis therefore aims to measure compliance of the service delivered to passengers based on specially developed guidelines. This new quality approach relies on a very close partnership with our public transport authorities.
Keolis is a leader in the satisfaction of quality targets where they exist.
Within the British train operating companies, public performance measurements are regularly monitored and results sent out to all staff.
In Denmark, City-Trafik is the highest performer among the country's bus operators for its level of quality. Danish PTAs award or penalise their operators according to three methods:
- total availability measured by cancellation rate;
- passenger surveys on subjects including conditions within the bus, standard of driving and punctuality.
- random testing by PTA inspectors in areas such as signage, where non-compliant vehicles are subject to fines.