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

V/Line Passenger trains
• Regional train services recorded an overall customer satisfaction of 73.4 points, a slight decrease compared
with the September quarter result (75.0 points)
• The service area of Personal security recorded a significant decrease compared with the September quarter.
Figure 9 Customer satisfaction with V/Line Passenger trains, December quarter 2009
Service aspects
ranked highest to lowest
Overall satisfaction
V/Line staff
Price
V/Line Ticketing
Passenger Travel experience
Running of services
Information
V/Line Train stations
Personal security
Statistically
significant
decrease
from September
quarter 2009
to December
quarter 2009
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 71.7 points, a slight decrease from the
September quarter result (73.0 points)
• There was no significant change in any key service aspects between the September and December quarters.
Figure 10 Customer satisfaction with V/Line Passenger coaches, December quarter 2009
Service aspects
ranked highest to lowest
Overall satisfaction
V/Line staff
Price
Personal security
Information
V/Line ticketing
Passenger travel experience
Running of services
V/Line coach stops
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
16