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

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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
Figure 4 Overall satisfaction with metropolitan train, tram, bus and taxi services, December quarter 2007 to December quarter 2009 Customer Satisfaction Index VERY SATISFIED 85 80 75 70 SOMEWHAT SATISFIED 65 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 Metropolitan trains Metropolitan trams Metropolitan buses Metropolitan taxis 4.2 Overall satisfaction with V/Line Passenger services Overall customer satisfaction indices for the regional modes recorded slight decreases during the December quarter 2009. • V/Line Passenger trains 73.4 index points • V/Line Passenger coaches 71.7 index points Figure 5 Overall satisfaction with V/Line Passenger trains and coaches, December quarter 2007 to December quarter 2009 Customer Satisfaction Index VERY SATISFIED 85 80 75 70 SOMEWHAT SATISFIED 65 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 V/Line Passenger trains V/Line Passenger coaches 13 Track Record ISSuE 41
Page 1: ISSUE 41 Services October to Decemb
Page 4 and 5: MINISTER’S FOREWORD An important
Page 6 and 7: 1.2 Summary Punctuality Metropolita
Page 8 and 9: Figure 1 On-time performance for tr
Page 10 and 11: For details of thresholds for passe
Page 12 and 13: The payment information provided in
Page 16 and 17: 4.3 Key aspects of service quality
Page 18 and 19: V/Line Passenger trains • Regiona
Page 20 and 21: Section 5 Performance of Automatic
Page 22 and 23: Section 6 Glossary of Terminology 6
Page 24 and 25: Operators who fail to meet minimum
Page 26: DOT4775/10

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

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