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

More documents

Recommendations

Info

6.5 Customer satisfaction The Director of Public Transport commissions monthly surveys to measure whether operators are providing the quality of service customers expect. A sample of people is randomly selected from electronic telephone directories in areas where train, tram, bus, coach and metropolitan taxi services operate. Interviews are conducted by telephone. Interviewees are asked to: • Indicate their usual public transport usage • State their level of satisfaction with specific aspects of public transport, as well as the service overall. Respondents who do not use public transport are asked for their reasons and to indicate what would influence them to begin using public transport. Up to the end of March 2009, responses from interviewees were given a score of between 0 and 100 as per the following scale: • Totally satisfied 100 • Very satisfied 80 • Somewhat satisfied 60 • Somewhat dissatisfied 40 • Very dissatisfied 20 • Totally dissatisfied 0 From April 2009 onwards, customers provided ratings using a 0 to 10 scale where 0 represented ’extremely dissatisfied‘ and 10 represented ’extremely satisfied‘. Note that overall satisfaction questions continued to be asked using the old scale to facilitate comparisons over time. Survey results are compiled into quarterly customer satisfaction indices to allow for comparisons between modes, operators and aspects of service delivery. Note: Differences between metropolitan and regional passenger services should be taken into account when making such comparisons. These differences include the purpose and distance of travel, and the types of services offered on metropolitan and regional services. 6.6 Ticketing and Customer-Defined Availability (CDA) A private company under contract to the State Government operates and maintains the Metcard ticketing system for Melbourne’s public transport. The current contract was awarded in May 1994 to the consortium OneLink Transit Systems Pty Ltd. CDA targets represent minimum levels of acceptable availability and performance, and allow for specified levels of non-availability due to maintenance, servicing and breakdowns. The targets are included in the OneLink contract and determine whether OneLink incurs a penalty or receives an incentive payment for its performance. Monitoring of ticketing equipment The status of ticketing equipment at railway stations is automatically monitored via communication lines to OneLink. OneLink, therefore, has accurate and up-to-date information on the availability of ticketing machines at railway stations and can promptly schedule repairs or servicing. For repairs, OneLink gives priority to equipment at busier stations, where more tickets are purchased. Mobile equipment on board trams and buses does not have a permanent communication link. Therefore, equipment availability cannot be known exactly. Tram and bus operators are required to make vehicles with faulty equipment available to OneLink. Due to these differences between fixed and mobile equipment, measures and performance targets vary between modes. 22
DOT5021/10
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 and 14: Section 4 Customer Satisfaction For
Page 15 and 16: 4.3 Key aspects of service quality
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: Operators who fail to meet minimum

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

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?