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Understanding customer expectation and their role in transport and mobility

Challenge/Domain
Challenge: 
Meeting Societal and Market Needs
Domain category: 
Knowledge
Enabler
Enabler: 
Understanding customer expectation and their role in transport and mobility
Cluster of enablers: 
Creating the Basics
Capability
Capability: 
To know Customer expectation
R&I needs: 
Identify customers expectations and requirements towards the multi modal door-to-door travel experience, the ground phase at the airport, security measures, the critical processes at the airport (e.g. baggage, security) and new services
Achievements
2020: 
Customer expectation towards an integrated door-to-door journey involving air transport as well as customers role in planning and execution of travel are clearly understood in all its variety and form a solid basis for the development of transportation systems and services.
2035: 
Customer expectation towards an integrated door-to-door journey involving air transport have been updated and reviewed based on customer satisfaction surveys and current developments. Customer roles to be re-assessed and validated (e.g. for effects of new technology and their use patterns).
2050: 
The industry has access to regularly updated and validated data on customer expectation regarding an integrated door-to-door journey involving air transport as well as their intended role models

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