A Feedback Analysis Automation Using Business Intelligence Technology in Companies Organizing Urban Public Transport

In companies organizing urban public transport, passengers’ feedback is usually collected personally, by phone, by e-mail, or via the Internet. Business Intelligence tools enable this process by automating the data flow between systems used to collect, process, and analyse data by applying analytical Business Intelligence tools. The most important advantage resulting from implementing the tool is facilitating contact between the company and passengers, which allows for an immediate response to the information reported by passengers by introducing the changes in passenger service offered by the company. Another advantage of the discussed tools is the ability to analyse the collected data quickly and easily. Due to the low implementation costs, the developed tool is dedicated mainly to the companies organizing urban public transport. The article presents an example of the use of Power BI tools in the Metropolitan Transport Authority, a company that is the largest organizer of public transport in Poland.