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

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Track RecordVictoria’s Public Transport ServicesFor V/Line Passenger trains the CSI increased from 73.6 to 76.6 for the June quarter 2006, although this change wasnot statistically significant. There was also no statistically significant change in overall customer satisfaction for V/LinePassenger coaches, with a CSI result for the June quarter 2006 of 79.2 (Figure 6).Figure 6. Overall satisfaction with V/Line Passenger trains and coaches85Customer Satisfaction IndexVerysatisfiedSomewhatsatisfied8075706560V/LinePassengertrainsV/LinePassengercoaches5550Apr.– Jun.2004Jul.– Sept.2004Oct.– Dec.2004Jan.– Mar.2005Apr.– Jun.2005Jul.– Sept.2005Oct.– Dec.2005Jan.– Mar.2006Apr.– Jun.2006Figure 7 presents overall customer satisfaction for V/Line Passenger trains and coaches for the financial years 1998–99 to2005–06. While not statistically significant, overall satisfaction with both V/Line Passenger trains and coaches increasedfrom 2004–05 to 2005–06.Figure 7. Overall satisfaction with V/Line Passenger trains and coaches by financial yearCustomer Satisfaction IndexVerysatisfiedSomewhatsatisfied858075706560V/LinePassengertrainsV/LinePassengercoaches55501998-99 1999-2000 2000-01 2001-02 2002-03 2003-04 2004-05 2005-0620
Track RecordVictoria’s Public Transport Services4.3 Key aspects of service quality for trains, trams, taxis, buses and coachesThe following graphs summarise customer satisfaction by looking at specific aspects of service.Each graph presents an overall Customer Satisfaction Index plus separate measurements for particularly relevant aspects ofservice, such as ‘passenger comfort’. The overall Customer Satisfaction Index is produced from an individual question in thesurvey and is not an average of other results.Data shown in the graphs is for the June quarter 2006. A statistically significant increase or decrease in the CustomerSatisfaction Index from the March quarter 2006 to the June quarter 2006 is indicated by a blue ‘Up’ or red ‘Down’ arrow.Where there is no arrow, no statistically significant change has occurred. Minor shifts in the index can be due to the natureof the survey.Metropolitan trainsFigure 8 presents metropolitan train CSIs for the June quarter 2006 overall and for each of the eight major aspects ofcustomer satisfaction, ordered by rank from highest to lowest.From the March quarter 2006 to the June quarter 2006 there were no statistically significant changes in overall satisfaction(63.1), and there was also no change with any of the individual service aspects.Figure 8. Metropolitan trains: customer satisfaction for the June quarter 2006No significant changeCustomer Satisfaction Indexfrom Mar. qr 2006 toJun. qr. 2006 0 10 20 30 40 50 60 70 80 90 100OVERALL SATISFACTIONService aspects ranked highest to lowestPassenger comfortStations/stopsInformation servicesService deliveryStaff serviceValue for moneyTicketingPersonal safety21
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Track Record 27, April to June 2006 - Public Transport Victoria

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