Track Record 27, April to June 2006 - Public Transport Victoria

Track RecordVictoria’s Public Transport ServicesSECTION 4.CUSTOMER SATISFACTION4.1 Customer satisfaction survey methodologyThe Director of Public Transport, commissions monthly surveys to measure whether operators are providing the quality ofservice customers expect.A sample of people is randomly selected from electronic telephone directories 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 to indicate what would influence them to begin using public transport.Interviewees are asked to:• 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 to the following scale:- Totally satisfied – 100- Very satisfied – 80- Somewhat satisfied – 60- Somewhat dissatisfied – 40- Very dissatisfied – 20- Totally dissatisfied – 0Survey results are compiled into quarterly Customer Satisfaction Indices (CSIs), allowing for comparisons between thedifferent modes, operators and aspects of service delivery. Differences between metropolitan and country passengerservices should be taken into account when making such comparisons. These include factors 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 customer satisfaction with metropolitan public transport has remained steady over the last two years, withcustomers continuing to be ‘somewhat satisfied’. For the June quarter 2006, satisfaction remained stable, with a result of61.9 (Figure 3).Figure 3. Overall satisfaction with all metropolitan public transport services85Customer Satisfaction IndexVerysatisfiedSomewhatsatisfied80757065605550Apr.– Jun.2004Jul.– Sept.2004Oct.– Dec.2004Jan.– Mar.2005Apr.– Jun.2005Jul.– Sept.2005Oct.– Dec.2005Jan.– Mar.2006Apr.– Jun.200618