Feedback on the Luas Smart Card
To date nearly 49,000 Luas SmartCards have been sold and the feedback from customers has been extremely important to the development of ITS. RPA’s Integrated Ticketing Scheme Project Team conducted focus group research into customer’s perceptions of Smart Card with two groups of customers from the Red Luas Line and two groups of customers from the Green Luas Line.
Summary Research Findings:
Key reasons for acquiring the smart card:
- Avoid queues at ticket vending machines
- Avoid looking for change
- Easier than purchasing tickets from the ticket vending machine
How did people find out about the smart card?
- Advertising on Luas
- Word of Mouth
- Brochures/Flyers at Luas Stops
- Luas Customer Service Officers
- Luas website.
Usage of the Smart Card
Less frequent users appeared to travel on the Luas more often since they acquired the smart card:
- Go shopping
- Go into Town
- Take shorter journeys
Acquiring the Smart Card
Acquiring Luas SmartCard is a straightforward and easy process. Nobody experienced problems via shop or www.luas.ie
Topping Up
Topping up was a simple process. Few experienced problems. Most customers wanted to be able to top up on line, by phone, by mobile and ATM. This will be taken into consideration in the design of the fully integrated smart card.
€20-€30 top ups were popular amongst young professionals, €50 or €100 amongst older professionals/self employed and €10 amongst white collar workers and students.
Park and Ride
Customers wanted to able to use their Luas SmartCard to pay for Park and Ride facilities.