Atos commissioned independent research to understand how passengers feel about the digital services offered to them currently and what they would like to see from them in the future.

Passengers were very clear that they want the digital services provided by the transport sector to improve. Despite some positive experiences, just one third (31%) would rate their digital experience with transport services as ‘good’ or ‘outstanding’. This is below the average for all the other sectors surveyed, which came in at 37.5%.

In fact, almost a quarter (23%) of passengers surveyed said “The digital experience is not good and I expect more in my dealings with them on other channels.” Clearly there is some work to do when it comes to changing these perceptions.