customer satisfaction index - transport for nsw · customer satisfaction index 2014 3 executive...

Customer Satisfaction Index2014

Customer Satisfaction Index 2014 2

Executive summary 3

Customer satisfaction methodology 4

Initiatives to improve customer satisfaction 6

November 2013 results 9

Overall train network 10Overall bus regions 11Overall ferry routes 12Overall light rail 13Urban taxi network 14

May 2014 results 15

Overall train network 16Overall bus regions 17Overall ferry routes 18Overall light rail 19Urban taxi network 20

Contents


Executive summary

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 2014 independently brings together the voices of over 34,000 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.


BackgroundTransport for NSW conducts two surveys each year to measure customer satisfaction levels across the NSW public transport system.

Last year, we reported on satisfaction from November 2012 and June 2013. In this report, we look at data from our November 2013 and May 2014 surveys.

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

The survey was designed by the Customer Experience Division of Transport for NSW to ensure that it measured the service attributes that customers value the most. The Customer Experience 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 2014 includes responses from more than 34,000 customers across five transport modes: train, bus, ferry, light rail and taxi. For train, ferry and light rail, the survey covered the Sydney metropolitan region. However, bus and taxi encompasses not only the Sydney metropolitan area but also outer metropolitan bus regions and other urban centres for taxis.

ScaleThe 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 methodologyThe 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 and light rail 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. For taxi, as patronage data was considered to be commercially sensitive information, no direct patronage weighting was possible. Instead, the overall results for taxi were weighted based on the ratio of bookings accepted by operators in the four geographic regions surveyed.

Taxi customers were surveyed regarding their most recent experience by means of an online questionnaire. Customers were recruited via an online panel and emailed invitations to participate in the survey.

EligibilityCustomers were selected to participate in the survey for train, bus, ferry and light rail 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.

For the taxi component of the survey, customers were eligible to complete the survey if they had travelled by taxi in the six months prior to the survey and their home postcode was in one of the relevant districts.

Notes about the customer satisfaction results in this reportThe reported variance between some results across time periods may differ from the variance between the whole number results due to rounding.

Customer satisfaction methodology


At the time of undertaking the two surveys, Transport for NSW had a number of initiatives already underway across train, bus, ferry and light rail to improve customer satisfaction. These initiatives have been designed to target the areas customers care about most and are monitored to ensure they improve the customer satisfaction results as they are rolled out.

Timeliness Customers continue to benefit from extra train, ferry and bus services following the introduction of the new timetable in October last year.

The timetable is also easier for customers to remember, with fewer stopping patterns, more consistent service times, particularly in peak periods, better connections and reduced journey times.

The new timetable includes more than 1,000 additional services across the train network every week, more than 1,700 new bus weekly services and 55 new weekly ferry services.

Since the introduction of the new timetable, almost 3,000 additional bus services operate for customers every week.

Train customers are also enjoying quick, frequent and reliable services, with Sydney Trains reporting an overall Peak Punctuality of 94 per cent and an On Time Running of 94.5 percent for 2013-14, exceeding its 92 per cent target for both measures.

Safety & Security The Police Transport Command (PTC) continues its work to boost safety for public transport customers. As of July 2014, officers have made 5,000 arrests, laid more than 9,000 charges and issued more than 92,000 infringements and conducted hundreds of operations.

Under Operation Rolling Shield, the PTC deploys officers strategically across the network, boosting police numbers in areas where they are most needed to help keep customers safe.

There are now more than 10,000 CCTV cameras across the rail network- more than ever before.

Ticketing Opal continues to roll out with strong customer take-up of the cards. Customers are enjoying cheaper fares, travel incentives and rewards, and the end to queuing for tickets.

Opal has now been activated across all suburban and intercity trains, all Sydney Ferries services and will be rolled out on all buses by the end of 2014. The card will be available to light rail customers early next year.

Initiatives to improve customer satisfaction



Comfort The NSW Government has announced a $2.8 billion investment on around 65 new state-of-the-art intercity trains, totalling about 520 brand new carriages. The new trains will carry customers to the Central Coast, Newcastle, the Blue Mountains, and the Illawarra and are due to begin arriving on to the tracks in 2019, with their delivery complete by 2024.

The last Waratah train was delivered in June this year, meaning almost 100 per cent of timetabled Sydney Trains services are now air-conditioned.

The Inner West Light Rail Extension will see 12 new light rail vehicles on the tracks, offering more standing room, accessible seating, low floors, more hand rails and wider aisles for prams and wheelchairs. The first of these new vehicles started rolling out from July 2014.

129 new buses have been dedicated to the growth of customer services as well as 118 new buses to replace old ones in north-west and south-west Sydney.

Design work for six new ferries is also underway.

Accessibility and Convenience The Transport Access Program continues to make life easier for public transport customers, particularly people in wheelchairs, or with injuries, parents with prams and the elderly.

The $770 million investment over four years delivers integrated, modern, secure and accessible transport infrastructure like lifts and ramps where it is needed most. Since the program started in April 2012, more than 180 projects are underway or have been completed.

Work is underway to provide more than 2,600 car parks, including handing back 1,200 staff car parking spaces for Sydney Trains and NSW TrainLink customers at close to 100 stations across the state. This is in addition to more than 1,200 extra spaces already delivered since 2011.

There are also another 4,000 new car parking spaces being built for the North West Rail Link, and 1,250 new car parking spaces for the South West Rail Link project.

Cleanliness $55 million has been invested on a station refresh program at 47 train stations across the network. Another $12 million will be invested in the refresh of 16 regional stations. The work includes a deep clean, improved station security and less clutter on platforms.

Work has also started on an $8 million major refresh to Town Hall Station with new tiling, fresh paint, improved lighting and upgraded staircases.

There was a deep cleaning blitz of 1,300 carriages, including proper cleaning for seats and floors for the first time in more than 10 years.

Around 300,000 square metres of graffiti has been removed from trains, with new scratch- resistant glass on windows to prevent etching.

Bins have also been re-introduced to the network, with more than 250 put on around 70 stations across the network. This includes 150 on some of the busiest platforms.



InformationOur public transport apps have been popular with customers with more than two million downloads.

transportnsw.info was launched in December 2013 and includes a host of new and improved features which will enable customers to better plan their trips and keep in touch with the latest transport alerts.

Customer Service Around 1,800 frontline rail staff have received customer service training to help them provide customers with the highest standards of service and information.

New uniforms for Sydney Trains and NSW TrainLink customer service staff have improved presentation and helped customers identify staff more easily.

New wayfinding signage was introduced this year to make it easier for customers to navigate through their journey and interchange between modes quickly.

And a new team of paramedics is now located at busy stations in the morning and afternoon peak periods to urgently help sick customers and keep trains moving to reduce delays.


November 2013 results

9

How satisfied are you with this service?Timeliness

Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

12

10 19 15 16

9 8

12 13

29 15

8 7 6

15 9 9 13 11

12 12

7 8 14 9

10 9 7

12

8 16

12 15

11 10

10 10

15 15

11 9

12

17 10

13 14

12

16 17

13 13

15 16

13 13

12

46

45 39

45 41

46 47

41 40

28 40

49 52

49

41 45

45 44

45

43 43

50 46

42 45

40 42

46

25

34 21 21 18

28 29

32 31

13 17

25 28 25

19 30

26 22

25

21 21

24 25

20 22

24 24 25

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 ticketChoice of tickets that meet my travel needs

Availability of car parking facilities near 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 2013Q4% Partly to very satisfied % Dissatisfied

Customer Satisfaction Index 10

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.

83% satisfiedCustomer satisfaction

Summary

• Satisfaction with the train network increased 5 percentage points from November 2012

• Customers were more satisfied with safety & security, comfort, cleanliness and information

• Customers were most satisfied with safety & security and accessibility, which include: feelingsafe at the train station, feeling safe while on this train, ease of accessing the train station, easeof getting on/off the train and usefulness of signs to help you find your way

• Train customers were least satisfied with convenience, which includes: availability of car parking facilities near the station and ease of connection with other modes of transport.

Overall train network


Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

10

17 20 11 12

6 5 6

9 10

18 10

5 4 8

16 7 7 10 9 10

10 7

15 21 30 16

9 7 5

12

15 18

15 17

8 7 8

8 9

12 15

10 8

14

19 11 11

12 13

17

15 11

15 15

15 16

13 13

9

45

38 36

45 40

42 41

42

40 39

30 42

47 47

42

38 46 49

47 46

45

44 47

40 33

26 37

40 42

48

27

24 19

23 19

39 43 40

39 36

16 23

34 37

27

19 30 27 25 26 23

23 29

22 17 15

19

26 25

29

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


Availability of car parking facilities near 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 2013Q4% Partly to very satisfied % Dissatisfied

Summary

• Satisfaction with the bus network increased 5 percentage points from November 2012

• Bus customers were more satisfied with timeliness

• Customers were most satisfied with safety & security and accessibility, which include: feelingsafe at the bus stop, feeling safe while on this bus, ease of accessing the bus stop, ease ofgetting on/off this bus and usefulness of signs to help you find your way

• Customers were least satisfied with convenience and information, especially availability of car parking facilities near the bus stop and information about service delays.

11Dissatisfied 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.

85% satisfiedCustomer satisfactionOverall bus regions

How satisfied are you with this serviceTimeliness

Safety & security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer service

4

3 12 5 6

2

2 2

7 11

25 8

3 2 4

7 2 4 3 2 2

4 3

5 4 8 6

3 3 3

3

3 12

6 7

2 2 1

5 9

11 8

3 3

7

13 3

8 8

5 5

8 7

8 8

11 10

7 6

6

33

28 33

35 38

30 29

28

33 30

26 42

39 38

41

42 36

42 45

43 43

45 44

41 41

38 41

37 38 42

58

66 41

52 45

64 67 68

53 47

21 37

54 56

43

35 58

44 41

47 48

41 44

42 42

35 37

48 46 44

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


Availability of car parking facilities near the 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

overall ferry network 2013Q4% Partly to very satisfied % Dissatisfied


Summary

• Satisfaction with the ferry network increased 1 percentage point from November 2012

• Ferry customers were more satisfied with timeliness, safety & security, comfort, cleanliness andinformation

• Customers were most satisfied with safety & security, accessibility and comfort, which include:feeling safe at the ferry wharf, feeling safe while on this ferry, ease of getting on and off the ferryand seat availability on this ferry

• Customers expressed the least satisfaction with convenience, especially availability of car parking facilities near the ferry wharf.

95% satisfiedCustomer satisfactionOverall ferry routes

4

5 7 6 9

3 2 2

3 5

15 5

2 1 6

6 5 5 3 4

2 1

7 9

11 8

6 7 5

How satisfied are you with this light rail service?Timeliness

Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

10

16 18 9 9

5 3 2

9 11

19 7

4 4 8

13 10 4 4 12

3 3

33 16 36 24

3 2 2

5

14 16

9 13

6 4

3

7 9

10 14

7 5

11

11 14

11 9

16

8 5

12 12

13 16

4 6

3

44

42 39

44 41

40 37

38

36 37

37 45

45 43

42

44 43

51 52

44

46 47

32 42

25 34

38 40

42

37

23 21

33 27

46 54 54

45 38

19 29

42 47

34

26 28 29

31 24

40 44

16 21

14 17

48 45

48

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


Availability of car parking facilities near the 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 network 2013Q4% Partly to very satisfied % Dissatisfied




Summary

• Satisfaction with light rail decreased 5 percentage points from November 2012

• Light rail customers were more satisfied with safety & security and cleanliness

• Customers were most satisfied with safety & security and cleanliness, which include feeling safeat the light rail station/stop, feeling safe while on this light rail service and cleanliness of this lightrail service

• Customers were least satisfied with information, especially information about service delays andavailability of arrival information.

Overall light rail

How satisfied were you with the serviceTimeliness

Safety & Security

Payment

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

90

91 89 91

72 86 91

86 89 88 89

83 87 85

68

80 87 81

87 89 71

91

83 84 83 79

66 86 87 69

8

7 9 5 8

3 4 5 3

3 5 17

3 5 3

3 2

11 4 4

6 5 8

12 10 3 5 13

7 9 6 8 3

12

13 9

9 16

9 14

10 9

7 7

15

9 8

7

6 7

12 9 10

10 9

12

10 10

5 6

16

10 10 9 11

9

52

49 44 55

49

52 52

50 53

54 52

43

45 45

45

55 52

42 54 52

50 53

48

37 39

42 46

42

46 43

51 45

48

18

22 31

24 18

28 22

29 24

30 27

14

37 36

39

29 31

17 25 25

21 25

19

21 20

40 34

8

23 30

24 27

31

0% 20% 40% 60% 80% 100%

Availability of taxi servicesTaxi arrived on time

Journey time given the distance travelledTraffic flow

Feeling safe while in the taxiFeeling safe at the taxi rank

The taxi was driven safelySecurity features provided in the taxi

Ease of paymentCharged correct fare

Reasonableness of fare charged

Ease of booking the taxiEase of finding the taxi rank

Convenience of drop off at destination

Ease of getting in and out of the taxiAdequate space during the trip

Comfort at taxi rank (e.g. shelter & seating)Comfort within the taxi

Temperature level in the taxi

Cleanliness of the taxi rankCleanliness of the taxi interior

Pleasant smell in the taxi

Information on where to find a taxiAvailability of information at taxi rank

Information on how to book a taxiInformation on my booking requestInformation on fares including tolls

Willingness of taxi driver to helpKnowledge of taxi driver to get you to your destination

Personal presentation of taxi driverEase of communicating with taxi driver

Staff on the phone responded to my needs

urban taxi network 2013Q4% Partly to very satisfied % Dissatisfied


Customer satisfaction*

*Overall satisfaction not measured in the November 2012 survey.


Urban taxi network

Summary

• 82% of taxi customers were partly to very satisfied with services overall*• Taxi customers were more satisfied with convenience and information than they were in

November 2012• Customers were most satisfied with convenience and accessibility, which include ease of

booking the taxi, convenience of drop off at destination and adequate space during the trip• Customers were least satisfied with information.

82% satisfied


May 2014 results

15


Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

8

5 16 13 12

9 7

7 8

32 12

7 4 6

15 9 12 13 12

12 14

6 8 12 9

9 7 5

12

9 17

14 16

12 12

11 12

15 20

12 12

14

19 13

14 16

15

19 17

13 13

16 15

14 14

13

48

43 36

41 38

45 45

42 40

28 41

49 51

49

41 44

43 42

42

41 41

48 45

42 45

40 43

46

25

39 23 24 21

28 30

36 34

12 15

26 29

25

17 29 26 22

24

21 21

26 27

19 22

24 22

25

0% 20% 40% 60% 80% 100%

This train turning up on timeFrequency of this train service


Feeling safe at the train stationFeeling safe while on this train


Availability of car parking facilities near the train stationEase of connection with other modes of transport

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


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 2014Q2% Partly to very satisfied % Dissatisfied

Customer Satisfaction Index 16



Summary

• Satisfaction with the train network increased 4 percentage points from June 2013

• Train customers were more satisfied with information and customer service

• Customers were most satisfied with safety & security, ticketing and accessibility, which includefeeling safe at the train station, feeling safe while on this train, ease of purchasing my ticket andease of getting on/off this train

• Train customers were least satisfied with attributes of convenience and customer service including availability of car parking facilities near the station and the ease of connection with other modes.

Overall train network


Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

8

15 17 8 10

5 4 4

7 9

17 8

5 3 7

15 7 6 9 8 8

10 6

13 19 29 15

7 6 4

11

14 16

12 15

8 6 7

9 10

14 15

10 8

13

17 12 12

14 13

15

16 11

14 15

14 16

14 13

10

47

37 38

46 42

42 42 43

39 38

31 43

47 48

42

37 44 48

44 45

44

42 46

41 34

27 35

39 41

45

29

27 22

25 22

39 44 42

41 36

18 24

35 37

28

22 33 29 27 28 25

25 31

23 19 16

21

28 26

30

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


Availability of car parking facilities near 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 2014Q2 % Partly to very satisfied % Dissatisfied

Summary

• Satisfaction with the bus network increased 2 percentage points from June 2013

• Bus customers were more satisfied with convenience and timeliness

• Customers were most satisfied with safety & security and accessibility, which include: feelingsafe at the bus stop, feeling safe while on this bus, ease of accessing the bus stop, ease ofgetting on/off this bus and usefulness of signs to help you find your way

• Customers were least satisfied with convenience and information, especially availability of car parking facilities near the bus stop and information about service delays.


87% satisfiedCustomer satisfactionOverall bus regions

How satisfied are you with this serviceTimeliness

Safety & security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer service

3

2 11 5 5

2

2 1

5 8

27 5

3 2 3

6 2 3 3 1 1

4 2

4 3 5 5

3 2 2

2

2 12

6 7

2 1 1

6 8

11 10

2 3

7

12 3

7 7

5 3

7 5

7 7

10 10

4 5 5

32

24 31

32 35

29 26 26

27 28

25 40

36 34

39

40 33

42 43

41 39

43 42

42 41

38 41

37 38 41

62

71 43

55 49

67 71 71

58 51

23 40

58 61

48

38 62

46 44

51 54

44 49

45 46

39 39

53 51 48

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


Availability of car parking facilities near the 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

overall ferry network 2014Q2 % Partly to very satisfied % Dissatisfied


Summary

• Satisfaction with the ferry network increased 2 percentage points from June 2013

• Ferry customers were more satisfied with convenience, information and customer service

• Customers were most satisfied with safety & security, which includes: feeling safe at the ferrywharf, feeling safe while on this ferry and this ferry being driven safely

• Customers expressed the least satisfaction with convenience, especially availability of car parking facilities near the ferry wharf.

96% satisfiedCustomer satisfactionOverall ferry routes

3

6 7 4

10

3 2 2

3 6

23 7

4 3 6

6 5 8 4 6

2 1

6 6

10 8

4 5 3

How satisfied are you with this light rail service?Timeliness

Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

8

12 15 6 8

6 2 2

9 14

13 8

6 3 7

13 16 16 7 13

4 2

13 7 21 13

3 3 2

9

11 13

12 10

5 3 4

6 6

7 9

5 4

8

13 16 12

8 17

6 5

12 9

12 13

5 6

5

34

30 32

44 39

35 33 31

32 34

29 43

39 40

41

40 33

39 46

34

38 37

36 41

30 37

36 37

38

46

41 33

35 33

51 60 60

49 41

27 33

47 51

37

28 30

25 34

30

50 55

34 37

27 29

52 49

53

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


Availability of car parking facilities near the 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 network 2014Q2 % Partly to very satisfied % Dissatisfied




Summary

• Satisfaction with light rail decreased 5 percentage points from June 2013

• Light rail customers were more satisfied with information

• Customers were most satisfied with safety & security and cleanliness, which include feeling safeat the light rail station/stop, feeling safe while on this light rail service and cleanliness of this lightrail service

• Customers were least satisfied with convenience, especially availability of car parking facilitiesnear the light rail station/stop.

Overall light rail

How satisfied were you with the serviceTimeliness

Safety & Security

Payment

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

90

91 89 91

72 86 91

86 89 88 89

83 87 85

68

80 87 81

87 89 71

91

83 84 83 79

66 86 87 69

7

9 10 5 8

4 5 6 3

3 4 18

4 4 3

2 2

17 4 6

7 5 9

12 15 4 8 12

6 8 5 9 5

7

11 8

9 13

8 10

9 9

5 6

16

7 5

6

7 7

17 9 10

16 9

12

12 12

6 7

12

10 11

10 10

7

43

49 47 54

48

51 49

50 52

55 54

39

48 47

46

55 54

36 55 56

51 51

46

36 34

47 40

40

44 43

51 47

49

31

22 29

24 19

30 27

30 24

30 27

15

35 37 39

29 31

11 22 21

15 26

20

21 19

32 33

17

24 30

24 25

30

0% 20% 40% 60% 80% 100%

Availability of taxi servicesTaxi arrived on time

Journey time given the distance travelledTraffic flow

Feeling safe while in the taxiFeeling safe at the taxi rank

The taxi was driven safelySecurity features provided in the taxi

Ease of paymentCharged correct fare

Reasonableness of fare charged

Ease of booking the taxiEase of finding the taxi rank

Convenience of drop off at destination

Ease of getting in and out of the taxiAdequate space during the trip

Comfort at taxi rank (e.g. shelter & seating)Comfort within the taxi

Temperature level in the taxi

Cleanliness of the taxi rankCleanliness of the taxi interior

Pleasant smell in the taxi

Information on where to find a taxiAvailability of information at taxi rank

Information on how to book a taxiInformation on my booking requestInformation on fares including tolls

Willingness of taxi driver to helpKnowledge of taxi driver to get you to your destination

Personal presentation of taxi driverEase of communicating with taxi driver

Staff on the phone responded to my needs

urban taxi network 2014Q2% Partly to very satisfied % Dissatisfied


Customer satisfaction


Urban taxi network

Summary

• Satisfaction with taxi increased 2 percentage points from June 2013

• Taxi customers were more satisfied with payment and convenience

• Customers were most satisfied with convenience and accessibility, which include ease ofbooking the taxi, convenience of drop off at destination and adequate space during the trip

• Customers were least satisfied with information.

81% satisfied

ISBN 978-1-922030-81-8M625 September 2014

For more information about this publication please contact:

Transport for [email protected] Tel 02 8202 2200PO Box K659 Haymarket 1240

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.

Customer Satisfaction IndexMay 2014 Appendix

Train% Partly to very satisfied Suburban and Intercity Train lines

Service driver Service attribute T1 North Shore, Northern &

Western

T2Airport, Inner West & South

T3Bankstown

T4Eastern

Suburbs & Illawara

T5Cumberland

T6 Carlingford

Blue Mountains

Central Coast & Newcastle

Hunter South Coast

Southern Highlands

Overall How satisfied are you with this service 88% 85% 81% 88% 75% 72% 86% 87% 92% 90% 86%

Timeliness This train turning up on time 91% 91% 88% 92% 91% 83% 89% 89% 92% 88% 91%

Frequency of this train service 79% 78% 74% 81% 65% 38% 71% 73% 83% 64% 63%

Journey time given the distance travelled 82% 78% 73% 86% 77% 74% 81% 73% 94% 76% 78%

Time to connect to other transport services 76% 75% 69% 81% 71% 62% 81% 73% 80% 76% 82%

Safety & Security Feeling safe at the train station 89% 84% 76% 91% 74% 76% 88% 82% 84% 86% 91%

Feeling safe while on this train 88% 86% 80% 92% 78% 77% 88% 86% 88% 87% 89%

Ticketing Ease of purchasing my ticket 90% 86% 85% 89% 86% 83% 89% 83% 94% 92% 93%

Choice of tickets that meet my travel needs 88% 83% 83% 87% 84% 81% 87% 88% 92% 87% 90%

Convenience Availability of car parking facilities near the train station 51% 57% 54% 53% 55% 68% 73% 45% 79% 68% 81%

Ease of connection with other modes of transport 78% 76% 74% 78% 73% 62% 84% 68% 80% 79% 81%

Accessibility Ease of accessing the train station 87% 87% 84% 88% 88% 86% 86% 88% 91% 91% 94%

Ease of getting on and off the train 92% 91% 88% 94% 90% 91% 89% 94% 94% 94% 94%

Usefulness of signs to help you find your way 89% 87% 85% 88% 87% 84% 88% 87% 92% 89% 91%

Comfort Comfort at the train station (shelter & seating) 80% 74% 76% 85% 64% 71% 80% 69% 83% 83% 82%

Seat availability on this train 86% 85% 87% 88% 81% 91% 84% 86% 89% 88% 87%

Seat comfort on this train 84% 81% 85% 91% 61% 73% 85% 80% 87% 83% 80%

Temperature on this train 85% 80% 82% 83% 54% 71% 87% 82% 87% 88% 77%

Personal space on this train 82% 83% 81% 85% 69% 88% 82% 66% 87% 85% 83%

Cleanliness Cleanliness of the train station 86% 80% 80% 85% 66% 68% 85% 76% 81% 90% 85%

Cleanliness of this train 83% 78% 80% 84% 61% 66% 78% 79% 74% 85% 85%

Information Availability of arrival information for this train 90% 87% 86% 87% 82% 62% 87% 85% 86% 88% 86%

Availability of next stop information on this train 88% 87% 86% 84% 79% 70% 82% 86% 85% 93% 79%

Availability of information about service delays 78% 80% 76% 78% 73% 57% 79% 67% 75% 82% 73%

Ease of finding info (routes, stops, timetables) 83% 83% 78% 82% 81% 64% 82% 75% 88% 81% 84%

Customer Service Willingness of rail staff to help 81% 76% 77% 81% 71% 71% 83% 77% 87% 82% 86%

Knowledge of rail staff 82% 78% 77% 78% 75% 72% 83% 74% 88% 81% 86%

Presentation of rail staff 89% 81% 82% 85% 80% 76% 84% 81% 90% 85% 91%

Customer Satisfaction Index May 2014Tf

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For more information about this publication please contact: Transport for NSW • PO Box K659 • Haymarket NSW 1240 • T 02 8202 2200 • [email protected]

mailto:[email protected]


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[email protected] For more information about this publication please contact: Transport for NSW • PO Box K659 • Haymarket NSW 1240 • T 02 8202 2200 •

Train% Partly to very dissatisfied Suburban and Intercity Train lines


Western


T3Bankstown

T4Eastern

Suburbs & Illawara

T5Cumberland

T6 Carlingford

Blue Mountains


Hunter South Coast

Southern Highlands






























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Bus% Partly to very satisfied Metropolitan bus service region

Service driver Service attribute 1 2 3 4 5 6 7 8 9 10 & 11 12 13 14 15

Overall How satisfied are you with this service 83% 88% 85% 90% 87% 85% 85% 84% 84% 94% 91% 88% 92% 88%

Timeliness This bus turning up on time 74% 78% 80% 85% 79% 73% 75% 82% 75% 89% 87% 84% 86% 80%

Frequency of this bus service 75% 78% 79% 79% 71% 73% 74% 77% 74% 84% 64% 81% 78% 70%

Journey time given the distance travelled 82% 86% 85% 86% 87% 84% 82% 78% 80% 92% 87% 90% 90% 88%

Time to connect to other transport services 77% 75% 80% 79% 82% 80% 76% 76% 78% 87% 77% 82% 85% 78%

Safety & Security Feeling safe at the bus stop 84% 85% 84% 88% 90% 88% 91% 90% 91% 94% 93% 90% 95% 91%

Feeling safe while on this bus 89% 92% 89% 93% 94% 93% 95% 92% 91% 97% 96% 95% 97% 94%

This bus being driven safely 89% 90% 90% 92% 94% 93% 93% 93% 92% 98% 96% 93% 98% 94%

Ticketing Ease of purchasing my ticket 88% 89% 88% 89% 92% 88% 88% 86% 86% 95% 94% 92% 91% 95%

Choice of tickets that meet my travel needs 88% 89% 90% 83% 91% 82% 83% 84% 81% 92% 90% 90% 86% 92%

Convenience Availability of car parking facilities near the bus stop 74% 73% 68% 63% 72% 61% 55% 56% 54% 72% 74% 74% 68% 71%

Ease of connection with other modes of transport 84% 81% 84% 82% 86% 81% 79% 81% 81% 88% 89% 87% 86% 84%

Accessibility Ease of accessing the bus stop 90% 87% 91% 89% 93% 93% 89% 90% 91% 95% 94% 90% 93% 95%

Ease of getting on and off this bus 91% 91% 92% 93% 91% 95% 94% 94% 92% 95% 96% 91% 97% 94%

Usefulness of signs to help you find your way 87% 86% 85% 79% 86% 84% 82% 77% 80% 90% 89% 90% 87% 90%

Comfort Comfort at the bus stop (shelter & seating) 73% 74% 80% 73% 86% 74% 76% 73% 78% 85% 77% 80% 83% 71%

Seat availability on this bus 90% 91% 87% 85% 94% 87% 90% 81% 87% 94% 97% 92% 94% 85%

Seat comfort on this bus 89% 90% 89% 87% 92% 88% 90% 84% 85% 95% 94% 93% 93% 86%

Temperature on this bus 88% 89% 86% 76% 90% 86% 87% 81% 80% 93% 91% 91% 90% 91%

Personal space on this bus 89% 89% 85% 81% 94% 87% 87% 74% 82% 95% 95% 92% 92% 87%

Smoothness of this bus trip 87% 87% 81% 85% 87% 83% 88% 79% 81% 93% 89% 88% 92% 86%

Cleanliness Cleanliness of the bus stop 78% 79% 81% 83% 87% 83% 84% 77% 82% 86% 91% 84% 88% 79%

Cleanliness of this bus 89% 93% 87% 91% 89% 90% 89% 84% 84% 96% 96% 92% 96% 94%

Information Availability of arrival information for this bus 81% 81% 73% 78% 81% 76% 75% 71% 77% 83% 84% 82% 84% 85%

Availability of next stop information on this bus 75% 76% 69% 66% 73% 70% 67% 59% 63% 74% 71% 76% 69% 77%

Availability of information about service delays 66% 62% 58% 55% 59% 56% 56% 49% 54% 65% 62% 65% 59% 62%

Ease of finding info (routes, stops, timetables) 77% 82% 73% 72% 80% 70% 73% 70% 68% 80% 79% 78% 81% 80%

Customer Service Willingness of bus staff to help 79% 84% 80% 82% 84% 78% 78% 80% 76% 90% 91% 86% 93% 86%

Knowledge of bus staff 81% 84% 77% 81% 87% 76% 77% 81% 76% 90% 89% 85% 92% 87%

Presentation of bus staff 86% 89% 86% 90% 87% 81% 81% 81% 82% 93% 93% 86% 95% 94%


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[email protected] more information about this publication please contact: Transport for NSW • PO Box K659 • Haymarket NSW 1240 • T 02 8202 2200 •

Bus% Partly to very dissatisfied Metropolitan bus service region

































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Bus% Partly to very satisfied Outer-metropolitan bus service region

Service driver Service attribute 1 2 3 4 5 6 7 8 9 & 10

Overall How satisfied are you with this service 95% 96% 94% 96% 91% 93% 94% 91% 91%

Timeliness This bus turning up on time 90% 92% 94% 92% 81% 91% 91% 92% 83%

Frequency of this bus service 76% 78% 74% 86% 78% 82% 85% 80% 78%

Journey time given the distance travelled 93% 91% 89% 94% 90% 90% 90% 93% 86%

Time to connect to other transport services 90% 83% 85% 87% 77% 87% 89% 80% 80%

Safety & Security Feeling safe at the bus stop 91% 92% 90% 92% 90% 89% 91% 94% 89%

Feeling safe while on this bus 96% 98% 96% 99% 96% 92% 96% 96% 93%

This bus being driven safely 96% 98% 97% 98% 98% 95% 96% 97% 94%

Ticketing Ease of purchasing my ticket 95% 97% 94% 94% 96% 97% 92% 94% 92%

Choice of tickets that meet my travel needs 95% 96% 94% 93% 92% 93% 91% 92% 92%

Convenience Availability of car parking facilities near the bus stop 85% 82% 81% 73% 73% 78% 76% 75% 77%

Ease of connection with other modes of transport 88% 83% 87% 82% 76% 90% 87% 86% 86%

Accessibility Ease of accessing the bus stop 95% 95% 95% 96% 95% 97% 94% 95% 92%

Ease of getting on and off this bus 96% 96% 95% 97% 95% 98% 93% 96% 93%

Usefulness of signs to help you find your way 92% 91% 90% 95% 90% 95% 90% 89% 87%

Comfort Comfort at the bus stop (shelter & seating) 81% 71% 77% 73% 72% 70% 75% 82% 75%

Seat availability on this bus 97% 98% 96% 98% 93% 95% 94% 94% 93%

Seat comfort on this bus 91% 96% 93% 98% 93% 91% 93% 96% 93%

Temperature on this bus 93% 95% 94% 96% 96% 91% 94% 95% 91%

Personal space on this bus 94% 98% 94% 98% 93% 95% 93% 96% 92%

Smoothness of this bus trip 92% 95% 93% 93% 90% 85% 92% 94% 86%

Cleanliness Cleanliness of the bus stop 82% 85% 83% 82% 78% 87% 76% 89% 82%

Cleanliness of this bus 96% 96% 94% 98% 92% 96% 94% 96% 92%

Information Availability of arrival information for this bus 88% 86% 89% 93% 90% 91% 91% 84% 81%

Availability of next stop information on this bus 79% 77% 83% 89% 82% 88% 84% 78% 77%

Availability of information about service delays 70% 69% 73% 76% 67% 71% 69% 62% 66%

Ease of finding info (routes, stops, timetables) 83% 83% 86% 90% 84% 87% 88% 80% 82%

Customer Service Willingness of bus staff to help 93% 91% 95% 97% 89% 92% 90% 91% 85%

Knowledge of bus staff 92% 93% 95% 97% 90% 92% 90% 92% 87%

Presentation of bus staff 95% 96% 98% 97% 94% 95% 92% 95% 90%


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Bus% Partly to very dissatisfied Outer-metropolitan bus service region

































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Ferry% Partly to very satisfied Ferry route

Service driver Service attribute Manly Parramatta River Darling Harbour / Balmain East

Neutral Bay Mosman Eastern Suburbs Taronga Zoo

Overall How satisfied are you with this service 97% 96% 96% 98% 96% 98% 96%

Timeliness This ferry turning up on time 97% 98% 96% 95% 97% 98% 97%

Frequency of this ferry service 88% 81% 92% 76% 75% 83% 94%

Journey time given the distance travelled 91% 92% 95% 95% 96% 95% 96%

Time to connect to other transport services 92% 87% 91% 90% 92% 90% 95%

Safety & Security Feeling safe at the ferry wharf 97% 98% 96% 96% 98% 97% 97%

Feeling safe while on this ferry 98% 99% 97% 97% 99% 98% 98%

This ferry being driven safely 98% 98% 96% 97% 98% 98% 98%

Ticketing Ease of purchasing my ticket 94% 91% 89% 87% 89% 93% 92%

Choice of tickets that meet my travel needs 88% 90% 89% 82% 84% 89% 88%

Convenience Availability of car parking facilities near the ferry wharf 47% 73% 70% 41% 50% 70% 56%

Ease of connection with other modes of transport 91% 89% 89% 86% 89% 86% 92%

Accessibility Ease of accessing the ferry wharf 97% 96% 96% 90% 93% 98% 96%

Ease of getting on and off the ferry 97% 97% 97% 96% 97% 98% 98%

Usefulness of signs to help you find your way 95% 91% 93% 90% 91% 94% 94%

Comfort Comfort at the ferry wharf (shelter & seating) 89% 92% 93% 88% 86% 90% 92%

Seat availability on this ferry 97% 97% 98% 97% 97% 100% 97%

Seat comfort on this ferry 94% 95% 96% 94% 97% 98% 96%

Temperature on this ferry 93% 94% 96% 95% 93% 96% 95%

Personal space on this ferry 96% 96% 98% 98% 97% 99% 97%

Smoothness of this ferry trip 96% 98% 98% 98% 97% 99% 97%

Cleanliness Cleanliness of the ferry wharf 95% 93% 95% 92% 92% 96% 95%

Cleanliness of this ferry 95% 97% 98% 97% 97% 98% 96%

Information Availability of arrival information for this ferry 93% 93% 94% 93% 91% 95% 96%

Availability of next stop information on this ferry 93% 93% 95% 95% 95% 95% 95%

Availability of information about service delays 87% 84% 90% 83% 85% 88% 91%

Ease of finding info (routes, stops, timetables) 90% 89% 92% 90% 89% 91% 94%

Customer Service Willingness of ferry staff to help 91% 96% 93% 90% 96% 97% 97%

Knowledge of ferry staff 92% 95% 93% 89% 96% 95% 96%

Presentation of ferry staff 92% 97% 95% 90% 95% 97% 96%


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Ferry% Partly to very dissatisfied Ferry route


































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Taxi% Partly to very satisfied Taxi service area

Service driver Service attribute Sydney Transport District Central Coast Taxi Area Newcastle Transport District Wollongong Transport District

Overall How satisfied are you with this service 81% 87% 85% 87%

Timeliness Availability of taxi service 82% 84% 83% 88%

Taxi arrived on time 85% 80% 81% 88%

Journey time given the distance travelled 86% 92% 90% 90%

Traffic flow 78% 87% 89% 87%

Safety & Security Feeling safe while in the taxi 89% 93% 90% 90%

Feeling safe at the taxi rank 87% 83% 79% 86%

The taxi was driven safely 87% 93% 90% 90%

Security features provided in the taxi 84% 90% 87% 87%

Payment Ease of payment 90% 94% 92% 91%

Charged correct fare 86% 91% 87% 89%

Reasonableness of fare charged 70% 77% 70% 74%

Convenience Ease of booking the taxi 89% 89% 90% 90%

Ease of finding the taxi rank 89% 92% 89% 91%

Convenience of drop off at destination 91% 95% 94% 92%

Accessibility Ease of getting in and out of the taxi 91% 95% 93% 92%

Adequate space during the trip 91% 94% 94% 92%

Comfort Comfort at taxi rank (e.g. shelter & seating) 64% 74% 61% 65%

Comfort within the taxi 86% 90% 91% 90%

Temperature level in the taxi 85% 90% 91% 90%

Cleanliness Cleanliness of the taxi rank 83% 80% 79% 80%

Cleanliness of the taxi interior 86% 91% 90% 91%

Pleasant smell in the taxi 76% 84% 84% 86%

Information Information on where to find a taxi 69% 80% 74% 71%

Availability of information at taxi rank 65% 68% 65% 64%

Information on how to book a taxi 86% 81% 82% 85%

Information on my booking request 82% 75% 76% 82%

Information on fares including tolls 67% 74% 72% 73%

Customer Service Willingness of taxi driver to help 77% 86% 82% 81%

Knowledge of taxi driver to get you to your destination 82% 90% 86% 89%

Personal presentation of taxi driver 83% 92% 88% 88%

Ease of communicating with taxi driver 80% 91% 87% 87%

Staff on the phone responded to my needs 86% 86% 84% 86%



© State of New South Wales through the Director General of Transport for NSW, 2014 ISBN 978-1-922030-81-8


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Taxi% Partly to very dissatisfied Taxi service area






Traffic flow 10% 4% 3% 2%





























Information on the options available to me to plan my taxi trip 10% 10% 12% 11%

Access to available service information 13% 13% 16% 12%

Customer Satisfaction IndexNovember 2013 Appendix

Train% Partly to very satisfied Suburban and Intercity Train lines


Western


T3Bankstown

T4Eastern

Suburbs & Illawara

T5Cumberland

T6 Carlingford

Blue Mountains


Hunter South Coast

Southern Highlands





























TfN

SW M

625

CS

I Ind

ex N

ov 2

013

Customer Satisfaction Index November 2013


TfN

SW M

625

CS

I Ind

ex N

ov 2

013

Customer Satisfaction Index November 2013


Train% Partly to very dissatisfied Suburban and Intercity Train lines


Western


T3Bankstown

T4Eastern

Suburbs & Illawara

T5Cumberland

T6 Carlingford

Blue Mountains


Hunter South Coast

Southern Highlands





























Customer Satisfaction Index November 2013Tf

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Bus% Partly to very satisfied Metropolitan bus service region

































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Bus% Partly to very dissatisfied Metropolitan bus service region

































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Bus% Partly to very satisfied Outer-metropolitan bus service region

































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Bus% Partly to very dissatisfied Outer-metropolitan bus service region

































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Ferry% Partly to very satisfied Ferry route


































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Ferry% Partly to very dissatisfied Ferry route


































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Taxi% Partly to very satisfied Taxi service area






Traffic flow 81% 88% 91% 92%































© State of New South Wales through the Director General of Transport for NSW, 2014 ISBN 978-1-922030-81-8


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Taxi% Partly to very dissatisfied Taxi service area






Traffic flow 9% 3% 4% 1%





























Information on the options available to me to plan my taxi trip 10% 10% 12% 11%

Access to available service information 13% 13% 16% 12%

customer satisfaction index - transport for nsw · customer satisfaction index 2014 3 executive...

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