SPSS - Customers

Øresund Bridge

Situation

Øresund Bridge is a modern traffic facility that offers fast, safe, and reliable transportation across Øresund. From a European perspective, the bridge occupies a central position at the heart of the infrastructure system linking Scandinavia, Northern Europe, and the Baltic region.

By offering the fastest and most direct route between Copenhagen and Malmö, the Øresund Bridge offers citizens of both Denmark and Sweden a greater choice of where to work, study, live, shop, or travel.

Challenge

Øresundsbro Konsortiet, owner and operator of the bridge, continuously looks for ways to better understand its customers. In particular, it seeks to understand why people are using the bridge—for leisure or commerce. For example, when it introduced a new electronic transponder bridge pass called BroPas, it was important to monitor customer reaction to and satisfaction of this product.

Solution

Since opening Øresund Bridge in 2000, Øresundsbro Konsortiet's analysts have regularly conducted customer surveys to determine travelers' final destinations. But, prior to PASW Data Collection, those surveys were conducted via the paper method.

In 2005, Øresundsbro Konsortiet implemented a Web-based survey solution from SPSS Inc. to gauge customer opinion. The company chose this solution because it facilitates more dynamic questionnaires, which make use of “if…, then…” routing or “jumps.” The solution also makes the actual implementation of surveys much more efficient when compared to paper-based surveys.

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Results

Øresundsbro Konsortiet now sends Web-based surveys to customers who have provided their e-mail addresses. Using SPSS Inc. technology, its analysts have been able to conduct a number of surveys on their own, rather than contracting them to research institutes or relying on the much more time-consuming paper surveys.