Transactions on Transport Sciences

Transactions on Transport Sciences X:X | DOI: 10.5507/tots.2025.016

A mystery shopping survey tool to address the needs of vulnerable users at bus public transport stops

Georgios Georgiadis, Gavriella Gargani, Christos Matzaras

School of Civil Engineering, Faculty of Engineering, Aristotle University of Thessaloniki, GR-54124, Thessaloniki, Greece

The Quality-of-Service (QoS) criteria for public transport are not consistently met for all passengers, particularly vulnerable groups such as women, older adults, and people with disabilities. Women frequently travel for caregiving, carry heavy items, and travel with children, underscoring the need for improved accessibility conditions and customer care. Additionally, they face risks of assault and harassment, particularly in overcrowded environments, which have worsened during the COVID-19 pandemic. Older public transport users prioritize safety, accessibility, and comfort, with key concerns including easy access, comfortable seating, and little noise. Fear of falling and anxiety, exacerbated by factors like high steps and poor design, can discourage the use of public transport. People with disabilities encounter substantial obstacles when using public transport due to physical barriers, including narrow sidewalks and steep inclines that may increase the risk of falling. Common issues include inadequate shelters, poor lighting, and the inaccessibility of vehicles. Many individuals with disabilities prefer short waiting times at bus stops due to vulnerability, but they often experience bullying and stigma on public transport. Public transport is vital for achieving the UN 2030 Agenda for Sustainable Development. Expanding public transport must meet the needs of vulnerable groups, including women, children, older adults, and persons with disabilities (Target 11.2). In this paper, we have highlighted the QoS factors that influence passenger waiting experiences at bus stops, which often significantly affect the choice of public transport as a travel option. We identified the QoS criteria pertinent to bus stops and outlined methods for evaluating quality based on established public transport standards. In accordance with the latest strategic objectives of the UN 2030 Agenda, which seeks to establish inclusive public transport that offers accessible and comfortable services for vulnerable users—including women, older adults, and individuals with disabilities—we associated each QoS factor at bus stops with specific quality assessment checks. Additionally, we created a mystery shopping survey instrument in the form of a structured checklist. This checklist comprises 15 categories of QoS evaluations and clear instructions for conducting pertinent audits by trained researchers. The design and content of the mystery shopping checklist make it a useful tool for assessing QoS at bus stops. It also enables the documented recognition of service shortcomings, facilitating the rational prioritization of investments to improve service quality in public transport, particularly for integrating vulnerable groups within the community.

Keywords: Quality of service; Sustainable Development Goal; Older adults; Women; People with disabilities

Received: February 20, 2025; Revised: May 25, 2025; Accepted: July 8, 2025; Prepublished online: July 29, 2025