Track Record 42, January to March 2010 - Public Transport Victoria

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Figure 4 Overall satisfaction with metropolitan train, tram, bus and taxi services, March quarter 2008 to March quarter 2010 Customer Satisfaction Index VERY SATISFIED 85 80 75 70 SOMEWHAT SATISFIED 65 60 55 50 Jan–Mar 2008 Apr–Jun 2008 Jul–Sept 2008 Oct–Dec 2008 Jan–Mar 2009 Apr–Jun 2009 Jul–Sept 2009 Oct–Dec 2009 Jan–Mar 2010 Metropolitan trains Metropolitan trams Metropolitan buses Metropolitan taxis 4.2 Overall satisfaction with V/Line Passenger services The overall customer satisfaction indices for the V/Line trains recorded a slight increase during the March quarter 2010. Satisfaction with regional coaches significantly increased. • V/Line Passenger trains 75.1 index points • V/Line Passenger coaches 78.4 index points Figure 5 Overall satisfaction with V/Line Passenger trains and coaches, March quarter 2008 to March quarter 2010 Customer Satisfaction Index VERY SATISFIED 85 80 75 70 SOMEWHAT SATISFIED 65 60 55 50 Jan–Mar 2008 Apr–Jun 2008 Jul–Sep 2008 Oct–Dec 2008 Jan–Mar 2009 Apr–Jun 2009 Jul–Sept 2009 Oct–Dec 2009 Jan–Mar 2010 V/Line Passenger trains V/Line Passenger coaches 12
4.3 Key aspects of service quality for trains, trams, taxis, buses and coaches The following graphs summarise customer satisfaction with specific aspects of service. Each graph presents an overall customer satisfaction index as well as separate measurements for major aspects of service, such as ‘Passenger travel experience’. Note: the overall customer satisfaction index is produced from a specific question in the survey and is not an average of other results. All graphs are for the March quarter 2010. A statistically significant increase or decrease in the customer satisfaction index from the December quarter 2009 is respectively indicated by a green ‘up’ or red ‘down’ arrow. Where there is no arrow, no statistically significant change has occurred. Minor shifts in the index can be due to the nature of the survey, rather than reflecting a genuine change in customer satisfaction. Metropolitan trains • Metropolitan train services recorded an overall satisfaction rate of 60.9 which is comparable with the December quarter result (60.6). • There was a significant increase in satisfaction with the service aspect of Metcard ticketing. Figure 6 Customer satisfaction with metropolitan trains, March quarter 2009 Service aspects ranked highest to lowest Overall satisfaction Train staff Metcard ticketing Information Price Running of services Passenger travel experience Train stations Personal security Statistically significant increase from December quarter 2009 to March quarter 2010 0 10 20 30 40 50 60 70 80 90 100 Customer Satisfaction Index 13 Track Record ISSuE 42
Page 1: ISSUE 42 Services January to March
Page 5 and 6: Section 1 Introduction and Summary
Page 7 and 8: Section 2 Punctuality and Reliabili
Page 9 and 10: Table 2 Cancellations of trains, tr
Page 11 and 12: Section 3 Payments See the Glossary
Page 13: Section 4 Customer Satisfaction For
Page 17 and 18: V/Line Passenger trains • Regiona
Page 19 and 20: Section 5 Performance of Automatic
Page 21 and 22: Section 6 Glossary of Terminology 6
Page 23 and 24: Operators who fail to meet minimum
Page 25: DOT5021/10

Track Record 42, January to March 2010 - Public Transport Victoria

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