Track Record 27, April to June 2006 - Public Transport Victoria
Track Record 27, April to June 2006 - Public Transport Victoria
Track Record 27, April to June 2006 - Public Transport Victoria
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<strong>Track</strong> <strong>Record</strong>Vic<strong>to</strong>ria’s <strong>Public</strong> <strong>Transport</strong> ServicesSECTION 4.CUSTOMER SATISFACTION4.1 Cus<strong>to</strong>mer satisfaction survey methodologyThe Direc<strong>to</strong>r of <strong>Public</strong> <strong>Transport</strong>, commissions monthly surveys <strong>to</strong> measure whether opera<strong>to</strong>rs are providing the quality ofservice cus<strong>to</strong>mers expect.A sample of people is randomly selected from electronic telephone direc<strong>to</strong>ries in areas where train, tram, bus, coach andmetropolitan taxi services operate. Interviews are conducted by telephone. Respondents who do not use public transportare asked for their reasons, and also <strong>to</strong> indicate what would influence them <strong>to</strong> begin using public transport.Interviewees are asked <strong>to</strong>:• Indicate their usual public transport usage; and• State their satisfaction level on specific aspects of public transport as well as the service overall. These responsesare given a score of between 0 and 100 according <strong>to</strong> the following scale:- Totally satisfied – 100- Very satisfied – 80- Somewhat satisfied – 60- Somewhat dissatisfied – 40- Very dissatisfied – 20- Totally dissatisfied – 0Survey results are compiled in<strong>to</strong> quarterly Cus<strong>to</strong>mer Satisfaction Indices (CSIs), allowing for comparisons between thedifferent modes, opera<strong>to</strong>rs and aspects of service delivery. Differences between metropolitan and country passengerservices should be taken in<strong>to</strong> account when making such comparisons. These include fac<strong>to</strong>rs such as the purpose anddistance of travel and the types of services offered on metropolitan and country services.Results of the most recent survey are summarised below.4.2 Overall satisfaction with servicesOverall cus<strong>to</strong>mer satisfaction with metropolitan public transport has remained steady over the last two years, withcus<strong>to</strong>mers continuing <strong>to</strong> be ‘somewhat satisfied’. For the <strong>June</strong> quarter <strong>2006</strong>, satisfaction remained stable, with a result of61.9 (Figure 3).Figure 3. Overall satisfaction with all metropolitan public transport services85Cus<strong>to</strong>mer Satisfaction IndexVerysatisfiedSomewhatsatisfied80757065605550Apr.– Jun.2004Jul.– Sept.2004Oct.– Dec.2004Jan.– Mar.2005Apr.– Jun.2005Jul.– Sept.2005Oct.– Dec.2005Jan.– Mar.<strong>2006</strong>Apr.– Jun.<strong>2006</strong>18