![\"Mari](\"https:\/\/persontrafik.se\/wp-content\/uploads\/2026\/06\/Mari-Arnell-pa-Ostgotatrafiken_1080x540px-1024x512.jpg\")
Mari Arnell, CX developer at \u00d6stg\u00f6tatrafiken<\/p><\/div>\n
“The survey was very well received; people felt that we were listening to them. Their feedback has been a key factor in our decision-making and in determining what we\u2019ve chosen to move forward with,” says Mari Arnell, CX developer at \u00d6stg\u00f6tatrafiken. <\/p><\/blockquote>\n
In the session titled \u201cListen to the Customer,\u201d Mari Arnell will speak at Persontrafik about how she and her colleagues work on customer experiences in various ways. Among other things, they have a panel of about 400 young participants who, every other week, are asked a question about topics related to their travel. <\/p>\n
Young people are our largest customer group, and they are also the ones who are most dissatisfied with public transportation. That\u2019s why we made an extra-large marketing effort to put together a panel of them. \u201cIf we\u2019re going to retain young people and get them to continue using public transportation, we need to listen to what they think is good and what they think could be improved,\u201d says Mari Arnell. <\/p><\/blockquote>\n
The travelers’ perspective must have a greater impact<\/h2>\n
On Facebook, you can find numerous groups expressing their dissatisfaction with public transportation, such as \u201cPendelt\u00e5gsupproret\u201d and \u201cBroen live.\u201d But members often lack knowledge about how public transportation is organized, explains Karin Svensson Smith, chair of the national organization Resen\u00e4rerna. <\/p>\n
Karin Svensson Smith, president of the national organization Resen\u00e4rerna.<\/p><\/div>\n
They don\u2019t know who makes the decisions, which can lead to some rather odd reasoning. But neither the regional public transit authorities nor the transit companies are always very good at listening to their customers. Above all, the political parties need to do a better job of understanding what matters to public transit users, says Karin Svensson Smith, who previously served for many years on the Riksdag\u2019s Transport Committee and will moderate the panel discussion. <\/p><\/blockquote>\n
The organization Resen\u00e4rerna collects feedback and seeks to engage in dialogue with transportation authorities and operators. Punctuality is what people complain about most, but there is also dissatisfaction with the service offerings, explains Karin Svensson Smith. <\/p>\n
One of her role models is Passagerarpulsen in Denmark, which for several years served as a voice for passengers in the development of public transportation. In the United Kingdom, there is the Campaign for Better Transport, which works to promote sustainable, affordable, and accessible public transportation systems. <\/p>\n
“There, people discuss together how to improve conditions for both public transit users and those who operate the system. In Sweden, we are very far from that today,” says Karin Svensson Smith. <\/p><\/blockquote>\n
For several years now, Resen\u00e4rerna has been selecting the country\u2019s best station based on transfer options, accessibility, service, and architecture\u2014factors that also play a role in travel. Ahead of the awards ceremony, which this time will take place at Persontrafik, they have reviewed nearly 400 stations. <\/p>\n
“A good station welcomes everyone to use public transportation,” concludes Karin Svensson Smith.<\/p><\/blockquote>\n
Text: Paula Isaksson<\/em><\/p>\n
\ud83d\udcc5 <\/span>October 21, 3:30\u20134:15 p.m.<\/strong>
\nAt Persontrafik, Karin Svensson Smith<\/strong> will moderate the presentation \u201cListen to the Customer\u201d<\/em> alongside speakers Marie Arnell<\/strong> from \u00d6stg\u00f6tatrafiken and Magnus af Peters\u00e9ns<\/strong> from Nobina Sweden.<\/div>\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"
The art of listening to customers Listening to customers when developing public transportation may sound like a given. But how do you do that in a way that actually leads to change? At Persontrafik, \u00d6stg\u00f6tatrafiken explains how they try to incorporate customer experiences and why the perspectives of young people, in particular, are so important. […]<\/p>\n","protected":false},"author":20,"featured_media":3337134,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[88,87],"tags":[],"class_list":["post-3337135","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-activities-in-2026","category-news"],"_links":{"self":[{"href":"https:\/\/persontrafik.se\/en\/wp-json\/wp\/v2\/posts\/3337135","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/persontrafik.se\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/persontrafik.se\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/persontrafik.se\/en\/wp-json\/wp\/v2\/users\/20"}],"replies":[{"embeddable":true,"href":"https:\/\/persontrafik.se\/en\/wp-json\/wp\/v2\/comments?post=3337135"}],"version-history":[{"count":2,"href":"https:\/\/persontrafik.se\/en\/wp-json\/wp\/v2\/posts\/3337135\/revisions"}],"predecessor-version":[{"id":3337137,"href":"https:\/\/persontrafik.se\/en\/wp-json\/wp\/v2\/posts\/3337135\/revisions\/3337137"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/persontrafik.se\/en\/wp-json\/wp\/v2\/media\/3337134"}],"wp:attachment":[{"href":"https:\/\/persontrafik.se\/en\/wp-json\/wp\/v2\/media?parent=3337135"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/persontrafik.se\/en\/wp-json\/wp\/v2\/categories?post=3337135"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/persontrafik.se\/en\/wp-json\/wp\/v2\/tags?post=3337135"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
![\"Karin](\"https:\/\/persontrafik.se\/wp-content\/uploads\/2026\/06\/Karin-Svensson-Smith-Resenarerna_1080x540px-1024x512.jpg\")