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

V/Line Passenger trains
• Regional train services recorded an overall customer satisfaction of 75.1 points, an increase compared with
the December quarter result (73.4 points)
• There was no significant change in any key service aspects between the December and March quarters
Figure 9 Customer satisfaction with V/Line Passenger trains, March quarter 2010
Service aspects
ranked highest to lowest
Overall satisfaction
V/Line staff
Price
V/Line Ticketing
Passenger travel experience
Information
Personal security
V/Line Train stations
Running of services
No significant
change from
December
quarter 2009
to March
quarter 2010
0 10 20 30 40 50 60 70 80 90 100
Customer Satisfaction Index
V/Line Passenger coaches
• V/Line passenger coaches recorded an overall satisfaction score of 78.4 points which was a significant
improvement in satisfaction compared with the December quarter result (71.7 points)
• There were also significant improvements in the key service aspects of Coach Stops and Personal Security.
Figure 10 Customer satisfaction with V/Line Passenger coaches, March quarter 2010
Service aspects
ranked highest to lowest
Overall satisfaction
V/Line staff
Personal security
Price
Passenger travel experience
V/Line ticketing
V/Line coach stops
Running of services
Information
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
15
Track Record ISSuE 42