transport for nsw customer satisfaction index · 2020. 3. 6. · customer satisfaction index...

Transport for NSW

Customer Satisfaction IndexNovember 2019

Customer Satisfaction Index — November 2019 2

Executive summary 3

Customer satisfaction methodology 4

November 2019 results 6

Overall train network 7Overall bus regions 8Overall ferry routes 9Overall light rail 10Overall Metro 11

Contents


Executive summary

The NSW Government’s vision is for an integrated public transport system that drives better outcomes for all customers.

The NSW Government’s vision is for an integrated public transport system that drives better outcomes for all customers.

Transport for NSW is tasked with putting the customer at the centre of our decision making to boost customer satisfaction with public transport.

The Customer Satisfaction Index November 2019 independently brings together the voices of over 9,000 customers, and demonstrates current satisfaction levels across all public transport.

By publishing these results, we are making operators and ourselves accountable for our decisions and driving continual improvement across the transport network.

We will keep talking with customers about what matters to them, be accountable for our performance and in turn drive a better public transport system for all customers.

The below table shows the movement in overall customer satisfaction over time:

Mode Nov-12 Nov-16 May-17 Nov-17 May-18 Nov-18 May-19 Nov-19

Overall train network

79% 89% 89% 89% 86% 86% 89% 90%

Overall bus regions

79% 89% 89% 89% 89% 90% 91% 91%

Overall ferry routes

94% 98% 97% 97% 98% 98% 98% 98%

Overall light rail

91% 92% 90% 93% 92% 92% 91% 90%

Overall Metro

N/A N/A N/A N/A N/A N/A 95% 96%


Background

Transport for NSW has conducted surveys each year to measure customer satisfaction levels across the NSW public transport system.

In the last report, we reported on satisfaction from May 2019. In this report, we look at data from our November 2019 survey.

We will continue to survey customers each year to help us drive improvements.

The survey was designed by the Customer Strategy and Technology of Transport for NSW to ensure that it measured the service attributes that customers value the most. The division used customer research to determine what drives customer satisfaction levels across the various modes. This information was then used to design the questions in the surveys. The results present what customers value most, focusing on the top nine customer service priorities including timeliness, safety & security and comfort.

The Customer Satisfaction Index November 2019 includes responses from more than 9,000 customers across five transport modes: train, bus, ferry, light rail and metro. For train, ferry, light rail and metro, the survey covered the Sydney metropolitan region. However, bus encompasses not only the Sydney metropolitan area but also outer metropolitan bus regions.

Scale

The survey uses a seven-point scale in order to differentiate levels of satisfaction as shown below. The top three ratings together are defined as satisfied and the bottom three ratings together are defined as dissatisfied.

Dissatisfied Satisfied

1 2 3 4 5 6 7

Very Dissatisfied

DissatisfiedPartly

Dissatisfied

Neither Satisfied nor Dissatisfied

Partly Satisfied

SatisfiedVery

Satisfied

Survey methodology

The surveys applied sampling in two stages to better represent the average customer’s opinions. Firstly, services were randomly selected by surveyors to meet quotas and secondly, customers on board those services were randomly selected by surveyors. In order to reduce sampling error, maximums were placed on the number of customers to be sampled within each vehicle, at 40 customers for train, bus, light rail and metro and 100 customers for ferry. Sample sizes on board most of the services stayed within these maximums and were exceeded in only a few cases.

The surveys aim to achieve a margin of error of approximately ±5% with a 95% confidence interval at the bus region, ferry route and train or light rail line level of reporting. Regions of high error have been noted and certain regions of geographical or operational similarity may have been aggregated.

Customer satisfaction methodology


Survey interviewers worked seven hour shifts in pairs to distribute and collect surveys. Shift times include:

Weekday am 6:30 am – 1:30 pm Weekday pm 1:30 pm – 8:30 pm Weekend 10:00 am – 5:00 pm

While on board, customers were asked about their experience of their current trip or most recent experience. Where customers were unable to complete the survey on board, fax and mail back options were provided.

In order to get a result for each overall mode, survey results were weighted for patronage along each line, region or route. The results are then presented for the overall network and the individual operating corridors.

Eligibility

Customers were selected to participate in the survey for train, bus, ferry, light rail and metro while travelling on a typical day of a typical week. A typical day includes weekdays and weekends, but does not include school holidays, public holidays or special events. Customers include all users of the NSW train, bus, ferry and light rail network, including local residents, interstate customers and overseas visitors.

Customers under 17 years old were excluded from the survey and surveys were not distributed to school children in uniform.

Notes about the customer satisfaction results in this report

The reported variance between some results across time periods may differ from the variance between the whole number results due to rounding.

Customer satisfaction methodology


November 2019 results

6

How satisfied are you with this service?Timeliness

Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

5

51210

9

33

42

78

453

77579

55

3495

433

9

916

1314

87

64

1013

101013

1514

1313

12

1313

108

1313

1111

12

44

3935

4039

4142

3634

3937

444645

43374242

41

4142

4847

4144

4042

42

37

43313129

4243

5157

3935

373433

2937363433

3333

3436

3032

363335

90

91838482

9192

9395

8985

918991

8688908985

8788

92918488

868789

0 20 40 60 80 100

This train turning up on timeFrequency of this train service

Journey time given the distance travelledTime to connect to other transport services

Feeling safe at the train stationFeeling safe while on this train

Ease of purchasing my ticketEase of using my Opal Card

Ease of getting to the train stationEase of connection with other modes of transport

Ease of accessing the train stationEase of getting on/off this train

Usefulness of signs to help you find your way

Comfort at the train stop (shelter & seating)Seat availability on this train

Seat comfort on this trainTemperature on this train

Personal space on this train

Cleanliness of the train stopCleanliness of this train

Availability of arrival information for this trainAvailability of next stop information on this trainAvailability of information about service delaysEase of finding info (routes, stops, timetables)

Willingness of train staff to helpKnowledge of train staff

Presentation of train staff

Overall Train Network 2019Q4% Partly to very satisfied% Dissatisfied


Customer satisfactionOverall train network

90% satisfied

Dissatisfied includes customers who responded that they were partly to very dissatisfied. The gap after dissatisfied represents a response of neither satisfied nor dissatisfied. Partly satisfied, satisfied and very satisfied are displayed independently from left to right.

Summary

• Satisfaction with the train network increased by 4% pts compared to November 2018

• Customers were most satisfied with Ticketing and Safety & Security, including: ease of using Opal Card and feeling safe while on this train

• Customers were least satisfied with time to connect to other transport services.


Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

5

1315

78

322

52

45

224

953546

53

81215

9

332

9

1216

1112

666

54

910

77

10

1410

111112

14

1210

1213

1413

98

7

45

3535

4342

383838

3030

4443

4445

43

394245

4443

44

4344

3936

3538

4141

43

37

3528

3330

495251

5762

4136

4344

36

303937353632

3540

322825

30

3737

40

91

82798784

949595

9296

9390

949588

849293919190

9094

83777381

888690

0 20 40 60 80 100

This bus turning up on timeFrequency of this bus service


Feeling safe at the bus stopFeeling safe while on this bus

This bus being driven safely


Ease of getting to the bus stopEase of connection with other modes of transport

Ease of accessing the bus stopEase of getting on and off this bus


Comfort at the bus stop (shelter & seating)Seat availability on this bus

Seat comfort on this busTemperature on this bus

Personal space on this busSmoothness of this bus trip

Cleanliness of the bus stopCleanliness of this bus

Availability of arrival information for this busAvailability of next stop information on this busAvailability of information about service delaysEase of finding info (routes, stops, timetables)

Willingness of bus staff to helpKnowledge of bus staff

Presentation of bus staff

Overall Bus Network 2019Q4% Partly to very satisfied% Dissatisfied


Customer satisfactionOverall bus regions

91% satisfied


Summary

• Satisfaction with the bus network increased by 1% pt compared to November 2018

• Customers were most satisfied with Safety & Security and Ticketing, including: feeling safe while on this bus and ease of using Opal card

• Customers were least satisfied with information about service delays.

How satisfied are you with this serviceTimeliness

Safety & security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer service

1

2634

1

11

32

33

113

312211

21

3244

112

3

312

56

222

32

66

34

7

114

88

55

76

88

99

43

3

29

2330

3134

242222

2120

3233

2928

31

3429

3336

3535

3433

3433

3234

303234

66

7149

5953

727475

7174

5956

6666

56

4965

5451

5758

5458

51524947

595857

98

97909593

989898

9597

9796

989894

949896959798

9597

93949090

949395

0 20 40 60 80 100

This ferry turning up on timeFrequency of this ferry service


Feeling safe at the ferry wharfFeeling safe while on this ferry

This ferry being driven safely


Ease of getting to ferry wharfEase of connection with other modes of transport

Ease of accessing the ferry wharfEase of getting on and off the ferry


Comfort at the ferry wharf (shelter & seating)Seat availability on this ferry

Seat comfort on this ferryTemperature on this ferry

Personal space on this ferrySmoothness of this ferry trip

Cleanliness of the ferry wharfCleanliness of this ferry

Availability of arrival information for this ferryAvailability of next stop information on this ferryAvailability of information about service delaysEase of finding info (routes, stops, timetables)

Willingness of ferry staff to helpKnowledge of ferry staff

Presentation of ferry staff

Harbour City Ferries Overall 2019Q4% Partly to very satisfied% Dissatisfied


Customer satisfactionOverall ferry routes

98% satisfied


Summary

• Satisfaction with the ferry network remained stable compared to November 2018

• Customers were most satisfied with Safety & Security and Accessibility, which include: feeling safe while on this ferry and ease of getting on and off the ferry

• Customers were least satisfied with frequency of ferry service.


Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

5

5669

433

22

45

546

68756

23

6688

9109

5

713

78

322

53

44

224

913

55

13

32

64

126

343

11

1517

1518

776

87

1217

109

15

1816

1513

17

97

1510

1314

108

9

42

3331

3733

393736

3129

4243

4342

39

3634

4346

36

4345

3739

3439

3738

39

38

3932

3431

475152

5359

3931

4042

37

312929

3228

4343

3742

3333

4139

41

90

87808783

939595

9395

9291

939490

8579879081

9695

89918086

888589

0 20 40 60 80 100

This light rail turning up on timeFrequency of this light rail service


Feeling safe at the light rail station/stopFeeling safe while on this light rail service

This light rail service being driven safely


Ease of getting to light rail station/stopEase of connection with other modes of transport

Ease of accessing the light rail station/stopEase of getting on and off the light rail serviceUsefulness of signs to help you find your way

Comfort at the light rail station/stop (shelter & seating)Seat availability on this light rail service

Seat comfort on this light rail serviceTemperature on this light rail service

Personal space on this light rail service

Cleanliness of the light rail station/stopCleanliness of this light rail service

Availability of arrival information for this serviceAvailability of next stop information on this service

Availability of information about service delaysEase of finding info. (routes, stops and timetables)

Willingness of light rail staff to helpKnowledge of light rail staff

Presentation of light rail staff

Overall Light Rail 2019Q4% Partly to very satisfied% Dissatisfied


Customer satisfactionOverall light rail

90% satisfied


Summary

• Customers were most satisfied with Safety & Security and Cleanliness, including: feeling safe while on light rail service and cleanliness of light rail station & stop.

• Customers were least satisfied with seat availability on light rail service.

• The November 2019 results for Light Rail included both Inner West and Newcastle networks for the first time. There is no previous comparable period for this result.


Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

2

4514

11

10

66

221

42365

00

5284

111

9

812

910

55

53

97

65

7

1098

1211

55

106

1110

65

4

38

3435

3537

3030

2929

3235

4036

38

323437

2934

3029

3334

3133

3032

31

49

5244

5345

6363

6466

5148

5054

49

5052494945

6464

4855

4548

5653

56

96

93919792

9898

9799

9291

969694

9396949091

9998

92958890

928992

0 20 40 60 80 100

This metro service turning up on timeFrequency of this metro service


Feeling safe at the metro stationFeeling safe while on this metro service

Ease of purchasing my ticket/topping up Opal cardEase of using my Opal Card

Ease of getting to the metro stationEase of connection with other modes of transport

Ease of accessing the metro stationEase of getting on and off the metro service


Comfort at the metro station (shelter & seating)Seat availability on this metro service

Seat comfort on this metro serviceTemperature on this metro service

Personal space on this metro service

Cleanliness of the metro stationCleanliness of this metro service

Availability of arrival information for this serviceAvailability of next stop information on this service

Availability of information about service delaysEase of finding info. about routes/stops/timetables

Willingness of metro staff to helpKnowledge of metro staff

Presentation of metro staff

Metro NW 2019Q4% Partly to very satisfied% Dissatisfied


Customer satisfactionOverall Metro

96% satisfied


Summary

• Metro customers were most satisfied with Cleanliness and Ticketing, including: cleanliness of metro station and ease of using Opal card

• Customers were least satisfied with information about service delays

• As Metro surveying commenced in May 2019, there is no previous comparable period for November 2019 results.

M1653-1-2020

Transport for NSWPO Box K659, Haymarket NSW 1240T 02 8202 2702 E [email protected]

DisclaimerWhile all care is taken in producing this work, no responsibility is taken or warranty made with respect to the accuracy of any information, data or representation. The authors (including copyright owners) expressly disclaim all liability in respect of anything done or omitted to be done and the consequences upon reliance of the contents of this information.

© Transport for NSWUsers are welcome to copy, reproduce and distribute the information contained in this report for non-commercial purposes only, provided acknowledgement is given to Transport for NSW as the source.

transport for nsw customer satisfaction index · 2020. 3. 6. · customer satisfaction index...

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