1. Customers participation & PT development Pim Uijtdewilligen p.uijtdewilligen@mrdh.nl +31 641461493

2. Dear customers, are you happy? National enquiries (N= 90.000) 2011: overall score: 7,2 2014: overall score 7,5 Metropolitan areas: average metro 7,4 tram 7,4 bus 7,7 Instruments customers participation Stakeholders platforms Contracting operators Innovation awards

3. Instrument: stakeholders platforms By law: right to advice, duty to consult Stakeholders/ associations are: –Elderly –PT-customers –Special needs –Environmental These platforms, do they work? –Yes! –No!

4. Instrument: contracting operators Using our customer data! Operator contracts 7 to 10 years contracts all have bonus/penalty –Overall hapiness: each Δ 0,1 reference 7,2 –Social safety: bonus above 7,5 –Free riders: bonus below 1,5% –Measuring 4x yearly

5. Instrument: innovation award Stimulating innovation Focus at: start ups, creatives Tool: yearly award –Social media + event –Winning ideas –Co-creation operators/ winners/ MRDH

6. Recommendations to you Basket of instruments Don’t rely on one source – one trick pony Good data? Use it!