Each at his own rhythm
Contrary to popular belief, frequent travellers don’t all crowd onto the same buses, metros, or trams at peak times. Over the last few decades, the growth of the service industry, and the development of flexible working hours have fundamentally transformed working habits. In France, for example, the traditional 9-to-5 working week is no longer the norm for the majority of citizens, and daily commuters’ travel habits vary immensely.
Very high standards
Frequent travellers know "their" network well, and take full advantage of the benefits multimodality brings. Efficiency is key: they’re looking for optimised journey times, minimal transfers, and synchronised timetables between different modes. They also expect the best possible service in terms of punctuality, regularity, frequency, management of service disruptions, comfort, safety, or cleanliness. And their expectations concern not only the actual journey, but also all other aspects of the customer experience: from journey preparation, to passenger information and purchasing processes, as well as the relationship with the transport operator.
Meeting regular customers’ needs
Keolis’ tried and tested expertise in network design and operation means commuters benefit from an efficient, high quality service they can rely on, all day, every day. Keolis keeps passengers updated with accurate, real-time information, so they don’t have to worry about missing an important meeting, arriving late at the office or the crèche, or not seeing the start of the latest blockbuster. Information on board buses and trains, as well as digital applications and Twitter and SMS alerts allow passengers to adapt their itinerary at any time.
A rapid response in the event of service disruption
Delays, breakdowns, traffic jams, etc. Frequent travellers feel the effects of unscheduled service disruptions more than any other customer - except if disruptions are anticipated or if a quick solution is provided, as Keolis strives to do across its networks
Dijon’s Divia network’s "Plan B" system is triggered when an incident (for example demonstrations, adverse weather conditions, or breakdowns) or accident permanently prevents trams from circulating. Substitute buses ferry passengers to their destination, or to the nearest functioning tram stop. Passengers are kept informed via audio and visual announcements on board trams and on station platforms.
Tickets: a wide range of purchasing solutions
Keolis provides a wide range of purchasing solutions: e-stores or digital applications, monthly or yearly subscriptions, self-renewing contracts, direct debit, communications campaigns reminding passengers to renew their subscription, or post-pay facilities are just some of the ways in which passengers can purchase or renew tickets.
Listening to customers
Passengers use the network all year round and contribute to its revenue. They therefore expect to be seen, heard, and acknowledged by transport operators. Keolis uses diverse means to encourage brand loyalty and transform frequent travellers into network ambassadors. Loyalty programmes, customer accounts, satisfaction surveys, passenger panels, and meetings with management are just some of the measures employed by the Group.
The Ecomobi programme was launched in Bordeaux in late 2015 to reward loyal customers. Passengers earn points every time they validate their ticket, including during transfers from one line to another. These points are stored on the customer's personal account, and can be used to claim prizes from local, eco-responsible, partner brands. In the six months following the programme launch, 8,000 passengers joined the loyalty programme. .