Service failure clusters: prevalence, corresponding NMF topics and visibility
| Failure cluster | Docs (n) | Share (%) | Corresponding NMF topics (share within cluster) | Mean visibility |
|---|---|---|---|---|
| Comfort & Cleanliness | 9,147 | 14.9 | T6 seating/class (17.6%); T4 onboard amenities; T2 reservations | 8.69 |
| Ticketing & Refunds | 8,476 | 13.8 | T9 passes & booking (29.9%); T1 purchase/validity (23.9%); T5 Delay Repay | 7.03 |
| Staff & Communication | 5,345 | 8.7 | T7 frontline staff & operations (17.4%) | 8.59 |
| Delay & Disruption | 3,991 | 6.5 | T5 Delay Repay/compensation (23.9%); T0 delay narratives (21.4%) | 6.71 |
| Safety & Security | 2,137 | 3.5 | T8 urban transit (15.5%); diffuse across narrative topics | 9.52 |
| Crowding & Capacity | 1,694 | 2.8 | T8 urban transit capacity (40.9%) | 9.20 |
| Accessibility | 962 | 1.6 | T8 urban transit (16.1%); diffuse across narrative topics | 9.07 |
| Failure cluster | Docs (n) | Share (%) | Corresponding NMF topics (share within cluster) | Mean visibility |
|---|---|---|---|---|
| Comfort & Cleanliness | 9,147 | 14.9 | T6 seating/class (17.6%); T4 onboard amenities; T2 reservations | 8.69 |
| Ticketing & Refunds | 8,476 | 13.8 | T9 passes & booking (29.9%); T1 purchase/validity (23.9%); T5 Delay Repay | 7.03 |
| Staff & Communication | 5,345 | 8.7 | T7 frontline staff & operations (17.4%) | 8.59 |
| Delay & Disruption | 3,991 | 6.5 | T5 Delay Repay/compensation (23.9%); T0 delay narratives (21.4%) | 6.71 |
| Safety & Security | 2,137 | 3.5 | T8 urban transit (15.5%); diffuse across narrative topics | 9.52 |
| Crowding & Capacity | 1,694 | 2.8 | T8 urban transit capacity (40.9%) | 9.20 |
| Accessibility | 962 | 1.6 | T8 urban transit (16.1%); diffuse across narrative topics | 9.07 |
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