Customer Satisfaction Survey Wagenborg Passenger Services

For some time now, ETFI has been collaborating with Wagenborg Passenger Services to meticulously assess the satisfaction of passengers aboard their ferry and fast ferry services. This partnership enables the ferry company to gain valuable insights into both successful aspects and areas for improvement. ETFI serves as an advisor, providing concrete recommendations on how improvements can be translated into actions and ultimately lead to actual changes onboard.

What is the motivation for the project?

Wagenborg Passenger Services aims to gain comprehensive insight into the demographics and needs of its passengers, with a focus on evaluating the product offerings and onboard service of the ferry services to and from Ameland and Schiermonnikoog. This ambition extends to the areas of Wagenborg as well.

What problem does the project address?

The goal is to obtain a detailed understanding of who the passengers are and their level of satisfaction. This provides insights into areas for improvement. Based on this, we provide advice on how these improvement areas can be translated into actions to satisfy the passengers.

Who is the project team?

The projectteam consists of:

Ben Wielenga: research design and analysis execution

Jan van den Einde: conducts the fieldwork on behalf of Veldwerk Optimaal

Maud Kiewiet-Hendriks: contact person from Wagenborg Passagiersdiensten. Ben maintains communication / coordinates with her regarding matters such as fieldwork data, project progress, delivery, etc.

How does the project team approach this?

The Wagenborg Customer Satisfaction Survey is an annual recurring study. It starts with an initial proposal from ETFI. In collaboration with Wagenborg, the final research design is determined, including specific questions for passengers (i.e., what Wagenborg wants to discover), the fieldwork days, the intended number of completed questionnaires, etc. Subsequently, coordination takes place with the fieldwork agency regarding the chosen research design. Throughout the study, ETFI maintains regular contact with the fieldwork agency for updates on progress and adjusts if necessary. In the final phase, ETFI presents a comprehensive report with the research findings.