Quality indicators for the whole-journey experience

The METPEX tool was developed for the wider scientific and stakeholders' communities and essentially consists of a suite of surveying tools to measure the degree of satisfaction of travellers on a wealth of aspects related to their experience. However, there is a need to provide more immediate and ready-to-implement evaluation methods related to quality and accessibility issues in the transport system, and through the use of such tools, show their added value (Diana et al 2016). A set of indicators has therefore been defined to achieve the following goals: • Help policy makers to tailor measurement instruments to their needs by appropriately defining the extent of the quality evaluation exercise. • Summarise the information from the tool in a more meaningful way to improve communication among stakeholders, by giving a synthetic and quantitative evaluation on quality and accessibility-related issues from the traveller's perspective. • Benchmark the performances of the service, transport mode or journey phase under consideration from the viewpoint of specific users groups with the performances that were measured in the eight test sites.