ANNUAL REPORT 2004–05 - V/Line

KEY STATISTICSIn 2004–05, V/Line transported 6.9 millioncustomers. Of this number, 6.4 million were railpassengers and 0.5 million were passengers onthe V/Line coach network.The total number of customers transported was very similarto the 2003–04 total. A small reduction resulting from lineclosures for major infrastructure upgrades was offset bygrowth on other lines and by the success of the re-openingof the Bairnsdale and Ararat lines.V/Line has two types of customer: commuters anddiscretionary travellers. Commuters use V/Line for work,study and regular appointments; discretionary travellers useV/Line to get to events, to visit friends, for leisure andtourism activities.During 2004–05, V/Line started analysing in greater detail itscommuter and discretionary traveller markets in order tobuild a market-oriented business with increased levels ofpatronage and revenue as well as improved service levelsand products.RAIL PATRONAGE BY LINEGEELONG 29.4%BALLARAT 21.2%BENDIGO 20.8%SEYMOUR 15.8%LATROBE 12.8%COACH PATRONAGE BY ROUTEWEST 19.3%SOUTH EAST 18.4%NORTH 17.8%GOULBURN 13.2%NORTH EAST 9.4%EAST 8.8%SOUTH WEST 5.4%TRANS REG. 4.5%NORTH WEST 3.2%16 | V/LINE ANNUAL REPORT 2004–05CUSTOMER SATISFACTIONRegular monthly surveys, commissioned by the Director ofPublic Transport, show that, despite V/Line's networkchallenges, customer satisfaction with its train servicesdeclined only slightly during the year, while its coach servicesaw a small fluctuation in the September 2004 to March2005 period that was quickly recovered in the fourth quarter.All results were above the satisfaction index threshold of 68per cent set by the Department of Infrastructure.In 2004–05, the average level of customer satisfaction withV/Line's train service was 75.7 per cent, compared with79.2 per cent in 2003–04. The average level of customersatisfaction with the coach service was 79.1 per cent,slightly below the 81.7 per cent recorded the previous year.These relatively small reductions in customer satisfactionwere well within expectations given the scale ofinfrastructure renewal taking place. The results reflect theefforts by V/Line, particularly its front-line staff, to assistcustomers through the disruptions that were a regular partof their experience during 2004–05.THE CUSTOMER EXPERIENCEThe engineering, track and signalling works associated withthe Regional Fast Rail Project continued from 2003–04.Major sections of the Bendigo line were closed for thesecond half of the year and there were disruptions toservices on the Geelong, Latrobe Valley and Ballarat lines.As in 2003–04, V/Line operated coach replacement serviceson closed sections of the network and sought to minimiseservice impacts wherever possible on other lines.SURVEYS ASK CUSTOMERS TO NOMINATE THEIR LEVEL OFSATISFACTION WITH SPECIFIC ASPECTS OF PUBLIC TRANSPORT,SUCH AS SERVICE DELIVERY, INFORMATION DELIVERY, STAFFPERFORMANCE AND VALUE FOR MONEY, AS WELL AS WITH THESERVICE OVERALL. RESULTS ARE PUBLISHED QUARTERLY.DOI CUSTOMER SATISFACTION TRACKING90 %85807570SEPT 03TRAINSDEC 03MAR 04COACHESJUN 04SEPT 04DEC 04MAR 05JUN 05