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

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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
Track RecordVictoria’s Public Transport ServicesThere were no statistically significant changes in overall customer satisfaction with metropolitan trains, trams, busesor taxis from the March quarter 2006 to the June quarter 2006 (Figure 4). Overall CSIs for the June quarter 2006 are asfollows:• Trains: 63.1• Trams: 69.6• Buses: 67.5• Taxis: 63.3Figure 4. Overall satisfaction with metropolitan train, tram, bus and taxi services85Customer Satisfaction IndexVerysatisfiedSomewhatsatisfied8075706560Metro trainsMetro tramsMetro busesMetro taxis5550Apr.– Jun.2004Jul.– Sept.2004Oct.– Dec.2004Jan.– Mar.2005Apr.– Jun.2005Jul.– Sept.2005Oct.– Dec.2005Jan.– Mar.2006Apr.– Jun.2006Figure 5 presents overall customer satisfaction by financial year for metropolitan trains, trams, buses and taxis. Overallsatisfaction with metropolitan trains has been trending downwards since 2002–03, in line with the service performanceexperienced by the metropolitan train network since mid-2003. Metropolitan bus has also suffered a declining trend since2002–03, while overall satisfaction with metropolitan trams has remained relatively stable at between ‘somewhat satisfied’and ‘very satisfied’ since 2000–01. Customer satisfaction with metropolitan taxis has been added after the first full year ofsurveying and will now continue to be monitored.Figure 5. Overall satisfaction with metropolitan trains, trams, buses and taxis by financial year85Verysatisfied80Metro trainsCustomer Satisfaction IndexSomewhatsatisfied75706560Metro tramsMetro busesMetro taxis55501998-99 1999-2000 2000-01 2001-02 2002-03 2003-04 2004-05 2005-0619
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Track Record 27, April to June 2006 - Public Transport Victoria

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