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

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 December quarter 2009. A statistically significant increase or decrease in the customer
satisfaction index from the September 2009 quarter 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 60.6, comparable with the September
quarter result (60.4).
• While there were no significant changes in the satisfaction with individual service aspects, all recorded
slight increases in satisfaction compared with the September quarter results.
Figure 6 Customer satisfaction with metropolitan trains, December quarter 2009
Service aspects
ranked highest to lowest
Overall satisfaction
Train staff
Metcard ticketing
Information
Running of services
Train stations
Passenger travel experience
Price
Personal security
No significant
change from
September
quarter 2009
to December
quarter 2009.
0 10 20 30 40 50 60 70 80 90 100
Customer Satisfaction Index
14