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

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