Customer Experience is the sum of feelings and perceptions along the entire customer journey. Metros are striving to provide more than basic service driven by rising customer expectations and opportunities of new technologies. The study explored how metros define and measure customer experience, as well as looked in detail at six dimensions as the most important ways in which stations contribute to overall customer experience: trip planning, fare payment, wayfinding, providing customer help, cleanliness, and amenities in stations.
Metros can adopt multiple strategies to improve customer experience in stations. Considering the pros and cons of the following strategies would help to identify suitable initiatives.
Due to the impacts of COVID-19, metros have made the substantial changes to how they operate their systems and manage customer experience in stations, i.e. shifting to contactless payment, requiring face coverings, enhancing cleaning, providing real-time crowding information, etc.