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We’d like to tell you about developments involving the HTM Panel and the quality of the services we provide. Especially in these unusual times. Because you’re a member of the panel, we’re sending you this newsletter to keep you up to date.
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We hope you enjoy reading it!
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With the further relaxations of the corona measures, life is steadily getting back to 'normal' for many people. Thanks to the reopening of secondary and higher education and recreational venues, people are again opting more often to travel by public transport. We're noticing that it's getting busier once more during rush hour. However, partly because many people are still working from home, the number of passengers is not yet fully back to the level before the corona crisis.
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We’re still glad to hear what you think about travelling with HTM. What’s going well and what could be improved? Will you soon be making a journey by bus or tram? If so, do please let us know what you thought of your journey and complete an evaluation form. You can do this very quickly via the HTM travel information app.
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Results of HTM journey evaluations for third quarter 2021
HTM Panel gives travelling with HTM 7.8/10
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You complete a journey evaluation regularly. Together with those of other participants, this gives us insight into what you think of travelling with HTM. We received around 530 journey evaluations during the third quarter of this year. The average mark you gave us was 7.8. This is significantly better than for the same period last year. Then, you gave us 7.5. It gives us confidence that we’re doing the right thing.
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A face mask is still mandatory on the bus or tram. You are allowed to sit next to each other as usual. We open the doors for you when the tram or bus stops at the stop. This lets us provide extra ventilation. The HTM Panel gave the feeling of safety during the journey 8.0 this quarter. One year ago, this was only 7.7.
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Thank you to all participants in the HTM Panel
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Recently, we sent a gift to everyone who had registered their address details correctly for the HTM Panel. In the past year, you've not always been able to travel by tram or bus in the usual way. Our buses and trams did keep running during this time, but could only be used for essential travel for many months. We appreciate it all the more that you have become or remain a participant in the HTM Panel and let us know what you think about our service provision. In this way, we can keep our finger on the pulse as regards the quality of our services. If you also state the correct details, such as vehicle number and boarding time, we can pass your observations on in order to remedy a fault on a vehicle, for example. We are of course glad to forward compliments to the colleague or department concerned.
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Are your details still correct?
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It sometimes happens that, due to information missing from the postal address, we can't send everyone a token of our appreciation. You recently received an e-mail with a request to check your details as they are known to us, and to correct them if necessary. We will raffle a couple of true ‘The Hague’-style prizes among the participants who have checked their details.
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New card readers in bus and tram
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New public transport smartcard readers have been installed in all HTM’s trams and buses. This can take some getting used to. Checking in and out with these new card readers is similar to contactless payment in a shop. To check in and out, it’s easiest to hold your smartcard from underneath and briefly keep it still in front of the reader. Wait until the card reader beeps to show that checking in or out has worked. What if the reader doesn’t recognise your smartcard? Try it one more time by presenting your card and holding it still in front of the reader once again. The ease of checking in and out was awarded 8.2 by the HTM Panel in the third quarter of 2021. One year ago, it got 8.3.
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New information panels at stops with digital travel information
At the start of this year, at all stops where there are digital travel information signs, the information at the stop was updated. The main modification, about which you regularly make remarks, concerned the absence of the list of departure times in the shelter. In place of this, a QR code has therefore been printed. The paper summaries are very sensitive to error, and so don’t always provide the correct information.
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Do you want to see up-to-date departure times? Then scan the code on the panel using your phone. Or consult the HTM site or HTM travel information app. In the near future, the panels will be made more user-friendly on certain points. The list of departure times will simply remain up at stops where no digital travel information is available. The information at the stop was awarded 7.9 by the HTM Panel in the third quarter of 2021. One year ago, this was 7.8. We hope to increase the mark still more through further improvements.
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Results on use of QR codes
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HTM is now using QR codes in many places. These are square codes built up out of black and white rectangles. You can obtain information quickly by scanning the code with a mobile phone. Panel members who do consult the HTM codes mainly do this at the stop to find out up-to-the-minute departure times (stop departure list). And also to look for information about planned construction work. Besides this, you can also come across this kind of code in the Innovatietram and at the HTM Service Points for evaluating the service. 45% of participants in August reacted positively in general to looking for information via QR codes. Participants up to 30 years old were most positive.
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Beach announcements
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This spring, on various tram and bus lines, HTM announced extra destinations towards the coast. This is in addition to the existing tourist destinations that are already announced throughout the network. We asked whether you noticed the beach destinations and what you think of this. Around one third of participants had indeed heard these, and of these, 10% got off thanks to the announcement, although they had not planned to. 77% of participants consider that we could announce extra destinations at more stops. Particularly for tourists and the visually impaired. It was noted that the announcements should not get too long/too much.
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Results for Beachtram
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In the summer, the Beachtram ran on the route of Tram 1, better known as the Bikini Line. This tram was conjured into an experience. The beach feeling was carried through from inside the tram to outside. HTM carries passengers to their destination with jolly stickers, sounds and scents. HTM is intrigued whether you noticed this tram. 63% of participants had already heard about the tram before they saw the questionnaire. 36% saw the tram actually running.
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Photo by Chris Westerduin
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HTM Panel is looking for even more participants
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We’re always looking for passengers who are happy to tell us their views on HTM. We’d like to hear from our customers about what could be better and what would be the best way to change things. Do you have family, friends or acquaintances who are at least 16 years old and who sometimes travel with HTM? Do please draw their attention to taking part in the HTM Panel: they can register via htmpanel.nl. Because every opinion counts!
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HTM-panel project manager
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