The promise kept at every touchpoint of the journey.
Station, ticket office, platform, on board, phone, app: a journey spans dozens of moments and teams. Smice measures each one, including when things don't go to plan.
More than 80 clients trust us
SNCF · TGV INOUI · Ouigo · Intercités · TGV Lyria · Keolis · Trenitalia
A long journey, many teams.
The journey we measure, step by step.
Buying the ticket
Website, app, ticket office, phone.
At the station
Welcome, signage, cleanliness.
Boarding
Information, assistance, punctuality.
On board
Welcome, announcements, comfort, catering.
Disruption
Information, care, empathy.
Arrival
Connections, wayfinding, exit.
Six steps to make your standards hold, applied to transport.
Define
Passenger standards written for each touchpoint (ticket office, platform, on board, phone) and for your suppliers: cleaning, catering, welcome.
Learn
Station staff, ticket inspectors, on-board teams: each finds the expected behaviours and announcements on mobile before starting their shift.
Anticipate
Holiday departures, major events, engineering works: preparation operations are scheduled station by station, with proof.
Self-assess
Teams declare what weakens the standard: understaffing, missing passenger information, broken equipment.
Measure
Our Smicers travel on your lines, including during disruption; our auditors check stations and subcontracted services.
Correct
Every gap is linked to a station, a line or a supplier, and followed up until it is resolved.
Two platforms, the same data.
Those who steer the standards and those who bring them to life work on the same results.
Understand and steer the results
- ✓Results by station, by line and by supplier
- ✓Service quality in normal and disrupted situations
- ✓Action plans shared with your suppliers
Turning data into action
- ✓Announcements and behaviours reminded before departure
- ✓Assistance for passengers with reduced mobility explained step by step
- ✓Corrective actions carried out and proven
The indicators you will track.
Every visit, every audit and every self-assessment feeds a dashboard by standard, by site and by wave, comparable from one level of the network to another.
Example dashboard, illustrative data. Your indicators are configured from your own standards.
Measuring in the field, adapted to transport.
Mystery shopping
Experts on board assess every moment of the journey, from buying the ticket to arrival. With Smice QX™, a community of frequent travellers answers the same criteria.
Learn more →Operational audit
Cleanliness, signage, subcontracted services: our auditors check stations and trains, with time-stamped photos.
Learn more →Internal audit
Your site managers audit platforms, waiting areas and safety with Smice scorecards, directly on mobile.
Learn more →From maintenance centre to terminal, every site assessed on the same scorecard.
Maintenance centres
Compliance, cleanliness and safety audits in your rolling-stock maintenance centres and workshops, where the quality of the trains is prepared.
Airports
Welcome, signage, security checks, waiting times, cleanliness: the passenger journey measured from arrival at the terminal to boarding.
Bus stations and stops
Passenger information, platform cleanliness, punctuality, courtesy of drivers and staff: every station in your network assessed.
Our teams analyse the scores and run targeted debriefs to fine-tune on-the-job behaviours. This feedback has helped us make concrete decisions.
Where do your standards stand on the Smice cycle?
12 questions to place your network on the six steps of the cycle, find your weak link and get concrete recommendations.
Does your passenger promise survive a late train?
30 minutes with a transport expert to place your network on the cycle and identify the weak link.