the monitoring of customer satisfaction customer satisfaction survey of hct best-survey customer...
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The monitoring of Customer Satisfaction
• Customer satisfaction survey of HCT
• BEST-survey
• Customer complaints
Customer satisfaction survey of HCT
• the monitoring began in 1995
• the interwievs are made in vehicles
• 11000 responds per year, continuing process
• reporting four times per year
• 13 questions about quality and normal background info
• results
How clean are the trams and busesScale: 4-10
7,00
7,50
8,00
8,50
9,00
1 2 3 4 5 6 7 8 9 10 11
month
grad
e Trams
Buses
How easy is it get a seat in trams and busesScale: 4-10
7,00
7,50
8,00
8,50
9,00
9,50
1 2 3 4 5 6 7 8 9 1 11
month
Trams
Buses
The behavior of driver
7,50
7,60
7,70
7,80
7,90
8,00
8,10
8,20
8,30
8,40
8,50
2000 2001 2002 2003 2004 2005 2006
Gra
de
Concordia
PKL
Connex
HelB
HKL+STA
Driver's ability to give information
7,40
7,50
7,60
7,70
7,80
7,90
8,00
8,10
8,20
8,30
8,40
2000 2001 2002 2003 2004 2005 2006
Gra
de
Concordia
PKL
Connex
HelB
HKL+STA
The customer satisfaction for the public transport in general in Helsinki (scale: 4-10)
8,00
8,02
8,04
8,06
8,08
8,10
8,12
8,14
2003 2004 2005 2006
arvo
sana
BEST-project (Benchmarking European Service of Public Transport)
*Started in 2000 and continues
•International project with 9 european cities Helsinki, Stockholm, Oslo, Copenhagen, Vienna, Berlin, Prague, Barcelona, Geneve
•Several benchmarking groups
*The same survey in every city every year -1000 telephone interwievs -28 attitude questions - 5 backgroud questions•The survey shows what are our strengths and weaknesses and also which is the best european public transport city
*Helsinki has been the best city 3 times
Customer satisfaction in Helsinki and in other BEST-cities in 2006
0 10 20 30 40 50 60 70 80 90 100
Citizen satisfaction
Loyalty
Value for money
Social image
Comfort
P ersonal security
Staff behavior
Information
Reliability
Traffic supply
indeksi
Helsinki Other BEST-cities
The biggest changes in customer satisfactionin Helsinki
0
10
20
30
40
50
60
70
80
90
100
2002 2003 2004 2005 2006
year
cust
om
er s
atis
fact
ion
Information when planning a trip Information about sudden distruptions
Drivers ability to give information The security on the trip
To get a seat Value for money
Helsinki Indices 2007
-3
-11
-11
-24
-11
-8
-10
-3
-22
-5
79
66
64
48
57
71
63
86
49
78
CITIZEN SATISFACTION
TRAFFIC SUPPLY
RELIABILITY
INFORMATION
STAFF BEHAVIOUR
SECURITY AND SAFETY
COMFORT
SOCIAL IMAGE
VALUE FOR MONEY
LOYALTY
Hardly/Don't agree at all Partially/Fully agree
2007 2006 2005 2004 2003
79 81 76 78 80
66 67 65 67 67
64 72 75 73 70
48 57 52 50 49
57 59 56 57 60
71 72 72 73 73
63 63 64 64 65
86 82 81 82 83
49 50 48 44 59
78 75 76 76 79
The customer satisfaction for the drivers' behaving and the corresponding number of customer complaints
per mill. passengers
Concordia
Connex
7,5
7,67,7
7,8
7,98,0
8,1
8,2
8,38,4
8,5
0 5 10 15 20 25 30
Customer complaints/mill. passengers
Gra
de
Concordia
Connex
HelB
PKL
There is correlation between the grades of customer satisfaction and the customer complaints
The grade ofdrivers
behaviordecreased
The grade ofdrivers
behaviordecreased
The number ofcomplaints
about driversincreased
The number ofcomplaints
about driversincreased
Laatuarvosanat vuonna 2005 ja 2006 (bussiliikenne)
7 7.5 8 8.5 9 9.5 10
Matkan sujuvuus
Odottaminen pysäkillä
Vaihtaminen toiseen
Järjestys, turvallisuus
Aikataulussa pysyminen
Vaunujen varustus
Matkustusväljyys
Vaunujen siisteys
Kuljettajien neuvonta
Kuljettajien ajotapa
Kuljettajien palvelu
2005
2006
arvosanaarvosana
Palautteen määrä vuonna 2005 ja 2006 (bussiliikenne)
0 10 20 30 40 50
Matkan sujuvuus
Odottaminen pysäkillä
Vaihtaminen toiseen
Järjestys, turvallisuus
Aikataulussa pysyminen
Vaunujen varustus
Matkustusväljyys
Vaunujen siisteys
Kuljettajien neuvonta
Kuljettajien ajotapa
Kuljettajien palvelu
palautetta per miljoona asiakasta
2005
2006
Customer satisfaction survey Customer complaints
The customer complaints make it possible to findthe causes of dissatisfaction
Data collection on traffic processes
• Number of passengers:
- Buses: complete data from travel card system
- Metro: continuous automatic passenger counting
- Tram: manual and automatic passenger counting
• Journey times and delays:
- Buses: data from travel card system
- Metro: -
- Tram: automatic measurement in two trams
The number of boardings at the Railway Station Metro Terminal in 2006 (weekdays)
0
5000
10000
15000
20000
25000
30000
35000
1 10 19 28 37 46 55 64 73 82 91 100 109 118 127 136 145 154 163 172 181 190 199 208 217 226