Arup’s latest report investigates the potential of public sentiment analysis (PSA) using Mobility as a Service (MaaS) as a test case.
PSA is a growing field where commentary on social media is ‘scraped’ to understand how the public reacts to incidents and to service changes. What can transport providers learn about customer behaviour and their service satisfaction by tapping into social media?
This research was conducted jointly by Arup with Oniracom in the U.S. and Australia.
While we found the technique is promising, there are challenges that the technology is still evolving to overcome.
The insights in the report will help understand the role social media plays, how reactive it is, opportunities to use it and what to look for before investing in PSA as a feedback tool.