Connectivity on railways – PassengerExperience in Great Britain
Is the connectivity in trains better than perceived by customers?
With umlaut’s unique crowdsourcing methodology we investigated what’s true.
London, 2020/07/30 – The report, created in close cooperation between umlaut and Transport Focus, investigates the passengers’ experience of internet connectivity when travelling by rail in Great Britain (England, Scotland and Wales). The customer perception is analysed in a unique way by combining three different approaches to generate the final result. The current state of connectivity on Great Britain’s railways is provided through a detailed analysis of anonymised crowdsourced data by umlaut. On top, an understanding of passenger perceptions of connectivity on trains is delivered through the analysis of data gathered via a Transport Focus online survey, the ‘Transport User Panel’. The correlation of passenger experience with actual connectivity quality reported, was performed by analysing data gathered through a bespoke application designed by umlaut. This application enabled the collection of data related to both the quality of the connection that panelists received when travelling on trains and also, how panelists were using their devices while travelling.
Hakan Ekmen, CEO Telecommunication sums up the outcome: "Commuters and travelers place high demands on connectivity in trains. Our detailed analysis confirms that the connectivity in trains can be enhanced and explains in detail which adjustments need to be made to improve the passengers’ experience.”