Illustrative engagement. A representative scenario showing how we approach this kind of work in transport & logistics. It does not describe a specific client; outcomes are described qualitatively.
Industry overview
What is shaping transport & logistics
Transport, logistics and mobility businesses serve passengers, shippers and fleet owners, and depend on drivers. Reliability, safety and cost decide loyalty.
- Passengers expect real-time information and safety
- Driver retention is a constant challenge
- Shippers value reliability over lowest price
Client background
A metro rail corporation, working in India. This is an illustrative engagement: a representative scenario showing how we approach this kind of work, not a named client project.
- Organisation
- A metro rail corporation
- Sector
- Transport & logistics
- Team engaged
- Market Research
- Services
- Government research, Offline data collection (CAPI)
Client challenge
The corporation wanted passenger feedback.
Research objectives
- Deliver on the brief: metro passenger experience research.
- Understand the views, needs and behaviour of passengers.
- Produce results that can be compared across groups and locations.
- Give the client evidence it can act on within 6 weeks.
Target audience
The work focused on 3,000 passengers.
- passengers3,000
Audiences we typically reach in transport & logistics
Passengers and commutersDriversShippers and logistics buyersFleet ownersWarehouse staff
Geographic coverage
Coverage: India. Market: India.
- India
Research methodology
A structured quantitative design, so results could be compared across groups, locations and time.
- 1Brief
- 2Station intercepts
- 3Insight
We surveyed passengers at stations.
Government researchOffline data collection (CAPI)
Sampling strategy
- passengers
- 3,000
- Respondents were selected across India using quotas set in advance for each location and respondent type, so no single area or group dominated.
Data collection
- Trained local-language interviewers conducted interviews in person on tablets (CAPI), with time and location recorded for every interview.
Data quality & validation
- Back-checks on a share of completed interviews
- Time and location checks on field interviews
- Supervisor accompaniment in the field
- Logic and range checks on the final data
- Work carried out under our ISO 20252 quality procedures
Data analysis
- Structured analysis against the study objectives
Key findings
- Last-mile connectivity was the main gap.
Journeys don't end at the station.
Recommendations
- Build on the core insight: journeys don't end at the station.
- Focus effort where the evidence was strongest: last-mile connectivity was the main gap.
- Re-measure after the changes to confirm the effect.
Business impact
- The corporation partnered for feeder services.
What changed in the business as a result of the work. Impact is described qualitatively.
Deliverables & next steps
- Insight report and management presentation
- Cleaned data file and data tables
- Evaluation findings with programme recommendations
- Repeat the measure after changes are in place to track progress.
- A natural follow-on question: how do passengers rate the service?