The British public feels the public transport sector does not meet its expectations of modernisation and functionality, according to new research commissioned by Fujitsu. The research, conducted by Censuswide on behalf of Fujitsu, paints a stark picture of consumers’ experiences and expectations of using public transport for work and leisure.
Among the criticisms lodged at the sector are concerns around overly-lengthy commuter routes, as well as unpredictable services, which are creating a common lack of trust in being able getting passengers to their destinations on time.
The significant data from this first wave of the research highlights the dissatisfaction of the public with its transport services:
- More than a third (34%) of the British public thinks the public transport sector is not fit for purpose
- Nearly three-quarters of consumers (72%) call for investments to modernise services, as nearly half (49%) of people feel the sector is stuck in the past
- Half (50%) of passengers do not trust public transport to get them from A to B on time
- Over a quarter (29%) of workers spend between 45 minutes – two hours commuting every day
- Almost three-quarters (72%) of people do not think they’ll see tech integration between public and private transport operators in the next five years
Rabih Arzouni, Chief Technology Officer, Transport Sector, Fujitsu, commented: “Evidently, British public transport services are not currently meeting consumer expectations of efficiency and modernisation. Other consumer-centric sectors like retail and healthcare pride themselves on incorporating the latest technologies to improve services for end-users. Public transport has a long way to go to turn around consumer sentiment so that people feel they are receiving a service which is fully utilising digital tools.”
Arzouni continued: “Technology already plays a crucial role in the everyday operation of our public transport services, and we have seen notable successes with features like contactless payments and route planning smartphone apps. But if the sector is to evolve at the pace of other digitally-savvy sectors, it must collaborate internally – among transport providers, technology partners and government organisations – to enact seismic changes that consumers really benefit from. By keeping technology at the forefront of operators’ offerings, with the priority of improving functionality above all else, the transport sector will get itself up to speed with other sectors and transform consumer expectations.”