bt customer satisfaction survey
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2010
MTACUSTOMER
SATISFACTION
SURVEYRESULTSFOR Bridges
and
Tunnels
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SURVEYSFORFIVEMTASERVICES
Subway
LocalBus(NYCTandMTABus) LongIslandRailRoad MetroNorth BridgesandTunnels
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CONTEXT
2010customersatisfactionbaseline
Surveysusethesamebalancedratingscale
Usedcommonphrasingformostattributes
Changesmakehistoricalcomparisonsunreliable Surveytimelinescoincidedwithimplementationofservicereductions mayhaveaffectedsomeratings
Very Dissatisfied Dissatisfied Satisfied Very Satisfied 1 2 3 4 5 6 7 8 9 10
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MTAWIDESURVEYHIGHLIGHTS
Customersvaluerealtimearrivalandserviceinformation 95%satisfiedwithsubwaycountdownclocks,amongthosewhohaveviewedthem
Solidmajorityofsubscriberssatisfiedwithemailservicealerts
Ontimeperformancehighlycorrelatedwithcustomersatisfaction
Forexample,LIRRcustomersrateoverallsatisfaction89%and
OTP
86%
Frontlineemployeeperformanceratedwellbycustomers
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MTAWIDESURVEYHIGHLIGHTS
Safety&Securityratedwellbycustomers
Forsubway,representsamajorturnaroundfrom1980s
whensecurity
was
major
ridership
barrier
Over90%satisfiedwithEZPassperformance,
billing,
and
sign
up
procedures Satisfactionwithofvalueforthemoneyrangefrom74%satisfiedonMetroNorthto54%forBridges&
Tunnels.
OnLIRR,
67%
are
satisfied,
64%
on
Subwaysand62%onlocalbus.
Temperaturesontrainsandbusesratedwell
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0%
20%
40%
60%
80%
100%
B&T Total
Satisfaction
E-ZPass
per formance
Lighting Overall
appearance
and
cleanliness
Safety and
security at
this facility
Personnel
per formance
Road
conditions
Usefulness of
road signs
Ease of
cross ing this
facility
Satisfied Very Satisfied
OVERALLCUSTOMERSATISFACTION
81%ofcustomersaresatisfiedwithB&Toverall
Highcustomersatisfactionratingsonbasicdimensions
94% 92% 91%93%
81% 80% 79% 77%
86%
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OverallcustomersatisfactionOVERALLCUSTOMERSATISFACTION
Mostfacilitiesreceivehighsatisfactionratings
LowerscoresforBronxWhitestoneandThrogsNeckbridgeslikely
duetoongoingconstructionatthesefacilities
0%
20%
40%
60%
80%
100%
Marine
Parkway
Cross Bay Brooklyn-
Battery
Queens
Midtown
Henry
Hudson
RFK -
Manhattan
Plaza
RFK - Bronx
Plaza
Verrazano-
Narrows
Bronx-
Whitestone
Throgs
Neck
Satisfied Very Satisfied
95%91% 90% 89% 89%
86%85%
81%
71%65%
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EASEOFCROSSINGB&TFACILITIES
Three
quarters
of
customers
satisfied
with
ease
of
crossing
and
tollboothoperations
Fewersatisfiedwithschedulingofconstructiontominimizedelays,predictabilityoftraveltimeduringrushhours,andtraffic
duringrush
hours
0%
20%
40%
60%
80%
100%
Speed and operation
of tollbooth
Predictability o f
travel time on this
facility during non -
rush hours
Number of tollbooths
in operation
Ar rangem en t o f
tollbooth types (E-
ZPass , Cash)
Scheduling o f
construction to
minimize delays
Predictability of
travel time on this
facility during rus h
hours
Traffic on the f acility
dur ing rush hours
Satisfied Very Satisfied
78% 78% 77% 76%
60% 60%53%
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0%
20%
40%
60%
80%
100%
CrossBa
y
Marin
ePar
kway
Henr
yHudso
n
Broo
klyn-
Battery
Quee
nsMidtown
RFK-
Bron
xPlaza
RFK
-Man
hatta
nPlaza
Verra
zano
-Narrow
s
Bron
x-Whit
estone
Throg
sNeck
Satisfied Very Satisf ied
EASEOFCROSSINGB&TFACILITIES
Thelowestratedfacilitieswereundergoingroadwayconstruction
atthetimeofthesurvey
95% 91% 90% 85% 82% 82% 81%74%
67% 65%
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SAFETY&SECURITY
The
survey
recorded
ahigh
percentage
of
customers
satisfied
withsafetyandpersonalsecuritywhileusingB&Tfacilities
71%
80%
81%
81%
81%
85%
86%
86%
92%
93%
93%
50% 70% 90%
Condition of r oad sur face
Overall road condit ions
Signs and roadw ay mark ers to improve tr affic safety
Width o f lanes leading to and through toll plaza
Road-handling w hen sur face is w et
Safety from traffic accidents w hile driving
Availabil ity of emer gency road ser vice
Enfor cement of speed and traffic rules
Level of lighting at actual cross ing
Level of light ing approaching/at to ll plaza
Pers onal security w hile driving
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INFORMATIONANDCOMMUNICATIONS
0%
20%
40%
60%
80%
100%
Signs at the
tollbooths
indicating the
type of toll lane
(E-ZPass, Cash)
Signs and
roadway
markings to
improv e traffic
safety
Overall
usefulness of
road signs
Signs prov iding
current roadway
or construction
information
Electronic signs
displaying
current traffic
congestion or
construction
information
Overall
availability of
information you
need about this
facility
Email alerts
about M TA
Bridges and
Tunnels
Sat is fied Very Sat is fied
Abouteightintenaresatisfiedwithroadwaysignage
Realtimeinformationandoverallavailabilityofinformation
requireimprovement
86% 81% 79% 74%69% 67% 63%
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94%
95%
95%
94%
93%
93%
90%
84%
81%
78%
84%
76%
94%
75%
65%
0% 20% 40% 60% 80% 100%
Overall E-ZPass Performance
Reliability of tag
Statement accu racy
Billing method
Frequency of statement
Usefulness of s tatement information
Internet access to E-ZPass account
Reduction of waiting time at plaza
Numb er of E-ZPass lanes
Ease of getting into an E-ZPass lane
Response of customer service to inqu iries
Time on h old w ith customer service
Sign-up procedures and documentation
Locations of walk-in centers
Discounts o ffered to E-ZPass users
Billing
and
Account
Ease of
Crossing
Customer
Service &
Other
EZPASS
Overall
EZPass
receives
high
satisfaction
ratings
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CUSTOMERPRIORITIES
CustomerPriorities
Easeofcrossing
Road
conditions
Roadsigns
TravelerInformation
ServiceInitiatives
That
Address
Customer
Priorities
Continuepolicyofschedulingmajorconstructionduringoffpeakhours,
wheneverpossible
AdditionalVariableMessageSignswillprovidetraveltimeinformationImprovingcustomersaccesstoinformationbypromotingtheuseofemail
alerts,MTAWebsiteservicestatusinformation, anduseof511fortelephone
information.Detailedbriefingsofmajorconstructionprojectsavailableon
website.
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APPENDIX
Methodology
Questionnaire Full set of service attribute ratings
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A total of 3,925 customers completed the 2010 Bridges and Tunnels CustomerSatisfaction Survey. Respondents had the option of completing the distributed papersurvey by hand and mailing it back free of charge, or completing the survey online.
2,658 customers returned their survey by mail and 1,267 customers completed thesurvey online. Separate sampling plans were developed for Cash and E-ZPass customers based on
expected response rate, weekly traffic volume, and weekday versus weekend use. InJ une 2010, nearly 55,000 surveys were distributed to MTA B&T customers.
Surveys were mailed to a random selection of E-ZPass customers based on usage of
MTA B&T crossings on J une 12th, 13th, or 15th. A total of 2,761 E-ZPass customersreturned a survey. Surveys were distributed to Cash customers at toll plazas for one full weekday
between 6 AM and 8 PM and for half a day on both a Saturday and a Sunday fromJ une 12th 20th. Marine Parkway and Cross Bay Bridges were oversampled inorder to obtain at least 100 completed surveys. Additionally, customers that
completed previous surveys for MTA B&T were invited to participate. A total of 1,104surveys were returned by cash customers. Data were weighted to reflect the proportion of weekly Cash and E-ZPass traffic
volumes at each facility. Weighting survey data helps ensure representativeness ofresults. The survey was conducted by Resource Systems Group, Inc., one of theMTAs retained full service market research firms.
METHODOLOGY
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QUESTIONNAIRE
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SERVICEATTRIBUTERATINGS
BRIDGES AND TUNNELS 2010 CUSTOMER SATISFACTION SURVEY Very Satisfied SatisfiedTotal
Satisfied
Intercept/mail/Internet survey: 3,865 customers across all B&T facilities % % %
Overall satisfaction 23 58 81
Cleanliness of lanes in toll plaza and on crossing 38 54 92Absence of graffiti 55 41 96
Overall appearance and cleanliness 40 52 92
Level of lighting approaching and at toll plaza 36 57 93
Level of lighting on actual crossing 35 57 92
Overall lighting 35 58 93
Availability of emergency road service 18 68 86
Signs and roadway markings to improve traffic safety 23 58 81
Width of lanes leading to and through the toll plaza 26 55 81
Enforcement of speed and traffic rules 27 59 86
Uniformed security presence at this facility 37 53 90
Safety from traffic accidents while driving on this facility 26 59 85
Personal security while driving on this facility 36 57 93
Overall level of safety and security at this facility 33 58 91
Ability to choose proper lane when approaching toll plaza 25 49 74
Signs at the tollbooths indicating the type of toll lane (E-ZPass, Cash) 37 49 86
Signs providing current roadway or construction information 22 52 74
Electronic signs displaying current traffic congestion or construction information 19 50 69
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SERVICEATTRIBUTERATINGS
(Continued)BRIDGES AND TUNNELS 2010 CUSTOMER SATISFACTION SURVEY Very Satisfied Satisfied
TotalSatisfied
Intercept/mail/Internet survey: 3,865 customers across all B&T facilities % % %
Overall usefulness of road signs 23 56 79
Condition of the road surface 18 53 71
Road-handling when surface is wet 19 62 81
Removal of snow in the winter 25 64 89
Overall road conditions 22 58 80
Courtesy and helpfulness of employees 22 61 83
Time it takes for one toll collector to replace another 15 48 63
Speed in completing the toll transaction 31 51 82
Overall personnel performance 25 61 86
Arrangement of tollbooth types (E-ZPass, Cash) 26 50 76
Number of tollbooths in operation 26 51 77
Speed and operation of tollbooth 26 52 78
Traffic on the facility during rush hours 12 41 53
Scheduling of construction to minimize delays 14 46 60
Predictability of travel time on this facility during rush hours 13 47 60
Predictability of travel time on this facility during non-rush hours 24 54 78
Overall ease of crossing this facility 22 55 77
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SERVICEATTRIBUTERATINGS
(Continued)BRIDGES AND TUNNELS 2010 CUSTOMER SATISFACTION SURVEY VerySatisfied Satisfied Total SatisfiedE-ZPass % % %
Availability of discount pricing options 14 43 57
Variety of payment methods available 24 57 81Overall value for the money 13 41 54
Email alerts about MTA Bridges and Tunnels 7 56 63
Overall availability of information 10 57 67
Sign-up procedures and documentation 42 52 94
Billing method 49 45 94
E-ZPass statement accuracy 50 45 95
Frequency of statement 46 47 93
Usefulness of statement information 44 49 93
Response of customer service center to inquiries 35 49 84
Length of time on hold when calling customer service 25 51 76
Number of E-ZPass lanes 31 50 81
Ease of getting into an E-ZPass lane 29 49 78
Reduction of waiting time at toll plaza 40 44 84
Reliability of E-ZPass tag 55 40 95
Discounts offered to E-ZPass users 27 38 65
Access to your E-ZPass account online 43 47 90Locations of walk-in centers 26 49 75
Overall E-ZPass performance 47 47 94
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