Track Record 41, October to December 2009 - Public Transport ...

Section 4
Customer Satisfaction
For an explanation of how customer satisfaction is determined, please refer to the Glossary on page 20.
Please Note: satisfaction rates are presented as index points, not percentages.
5.1 Overall satisfaction with metropolitan services
Metropolitan public transport (trains, trams and buses) recorded an overall satisfaction result of
59.7 index points in the December quarter 2009 which is consistent with the September quarter result
of 59.8 index points.
Figure 3 Overall satisfaction with metropolitan public transport services (trains, trams and buses),
December quarter 2007 to December quarter 2009
Customer Satisfaction Index
75
VERY
SATISFIED
70
65
SOMEWHAT
SATISFIED
60
55
50
Oct–Dec
2007
Jan–Mar
2008
Apr–Jun
2008
Jul–Sep
2008
Oct–Dec
2008
Jan–Mar
2009
Apr–Jun
2009
Jul–Sep
2009
Oct–Dec
2009
Customer satisfaction results for metropolitan trains, trams and buses in the December quarter 2009 were
comparable with the September quarter results. Customer satisfaction for taxis recorded a slight increase
Metropolitan trains
Metropolitan trams
Metropolitan buses
Metropolitan taxis
60.6 index points
70.0 index points
70.7 index points
57.5 index points
12