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Lasse REPSHOLT

Head of Sector - Public Transport

General Management, DANISH BUS AND COACH OWNER'S ASSOCIATION (DPT)

Copenhagen, Denmark

Lasse Repsholt has been head of section for public transport by bus at Danish Passenger Transport since 2010 and has a comprehensive understanding of both operators and PTAs perspectives on running a public transport system based on publicly tendered contracts. Combining detailed knowledge of operational issues from an operator perspective with a strategic view on the strengths and possibilities of the public transport by bus in a broader sense, Lasse Repsholt is a strong facilitator of understanding and cooperation of PTAs and operators to achieve common goals the benefit of the public transport by bus. www.danskpersontransport.dk (DPT) is the industry organization representing the bus operators in Denmark. Our members represent 90-92 % of all public transport by bus operated in the country.

Sessions

Wed 23 Oct: Happy bus drivers, happy customers

Driver performance and customer satisfaction: Bridging the gap in tendered contracts


How do PTAs and operators cooperate to develop a customer centered approach in public transport when the operators are operating in publi tendered gross contracts? The speech answers the following questions...r r 1)tWhat does our analysis tell us about the actual effect of driver performance and behavior and ultimate customer satisfaction?r 2)tHow does the operator work in a efficient manner to build a customer centered behavior and culture within its organization?r 3)tWhich tools in the PTA-Operator-Driver cooperation are necessary to builds a common and coordinated approach to passenger satisfaction?r r ..using..r r 1.tSurvey data measuring the level of satisfaction amongst bus passengers in years 2013 – 2018.r 2.tSurvey conducted among the Danish bus operators during March/April 2019. r 3.tAnalysis of various schemes and driver training programs in the PTAs over the years 2013 - 2018