transport for nsw customer satisfaction index...customer satisfaction index may 2018 6 executive...

Transport for NSW

Customer Satisfaction IndexMay 2018

Customer Satisfaction Index May 2018 5

Executive summary 3

Customer satisfaction methodology 4

May 2018 results 6

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

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 May 2018 independently brings together the voices of over 16,000 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:

Overall customer satisfaction

Mode Nov 2012

Nov 2013

Nov 2014

Nov 2015

Nov 2016

May 2017

Nov 2017

May 2018

Overall train network 79% 83% 88% 90% 89% 89% 89% 86%

Overall bus regions 79% 85% 87% 88% 89% 89% 89% 89%

Overall ferry routes 94% 95% 97% 97% 98% 97% 97% 98%

Overall light rail 91% 86% 92% 92% 92% 90% 93% 92%


BackgroundTransport 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 November 2017. In this report, we look at data from our May 2018 survey.

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

The survey was designed by the Customer Services Division of Transport for NSW to ensure that it measured the service attributes that customers value the most. The Customer Services 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 May 2018 includes responses from more than 16,000 customers across four transport modes: train, bus, ferry and light rail. For train, ferry and light rail, the survey covered the Sydney metropolitan region. However, bus encompasses not only the Sydney metropolitan area but also outer metropolitan bus regions.

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.

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.

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.



May 2018 results

9

How satisfied are you with this service?Timeliness

Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

7

7161312

54

53

89

465

1210

81011

66

56

128

543

12

917

1416

109

75

1214

111113

171313

1414

1414

1211

1514

1111

10

46

4136

3939

4342

3635

4040

4747

46

393942

4240

4545

4544

3943

4243

44

29

3824

2623

3839

4753

3328

323029

2531302728

2929

3232

2527

3130

33

86

89777977

9091

9094

8582

908888

8184858382

8888

89887985

848487

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 2018Q2% Partly to very satisfied% Dissatisfied


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.

86% satisfied

Summary

• Satisfaction with the train network decreased by 3% pts compared to May 2017

• Train customers were less satisfied with Timeliness and Comfort, compared to May 2017

• 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 Frequency of train service.

Customer satisfactionOverall train network


Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

6

1315

88

423

43

56

325

1264776

64

10151911

542

11

1417

1315

878

75

1012

88

13

1512

11121216

1310

1313

1515

1111

8

45

3636

4441

4139

40

3231

4343

4544

42

394146

4543

43

4447

3935

3137

4242

45

34

3125

2926

444946

5359

3833

4042

32

26363430

3228

3135

302523

26

3231

36

89

81788582

939594

9295

9188

939486

798990878787

8792

82736878

858490

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 2018Q2% Partly to very satisfied% Dissatisfied


89% satisfied


Summary

• Satisfaction with the bus network remained stable compared to May 2017

• Bus customers were more satisfied with Information and Customer Service, compared to May 2017

• 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.

Customer satisfactionOverall bus regions

How satisfied are you with this serviceTimeliness

Safety & security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer service

1

27

34

1

11

52

34

213

41

3321

3

2

4355

221

3

413

67

221

43

58

24

7

114

87

54

7

6

87

1010

55

5

31

2429

3034

2525

23

2321

3534

3231

33

3632

3537

3636

37

37

3736

3536

323134

64

6947

5852

7172

75

6672

5552

6363

53

4662

5151

5558

51

54

4850

4445

575756

98

9789

9492

989999

9397

9694

979894

9397

95959698

95

96

93948990

939395

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 delays

Ease of finding info (routes, stops, timetables)

Willingness of ferry staff to helpKnowledge of ferry staff

Presentation of ferry staff

Harbour City Ferries 2018Q2% Partly to very satisfied% Dissatisfied


98% satisfiedCustomer satisfactionOverall ferry routes

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 ferry network increased by 1% pt compared to May 2017

• Ferry customers were more satisfied with Safety & Security and Ticketing, compared to May 2017

• Customers were most satisfied with Safety & Security and Comfort, which include: feeling safe while on this ferry and smoothness of ferry trip

• Customers were least satisfied with availability of information about service delays.


Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

3

4459

422

32

45

445

66536

22

5478

9108

6

913

86

231

53

24

234

615

63

14

21

73

115

311

13

1015

1414

658

75

1014

8710

1817

1712

14

98

108

1010

98

7

40

3734

4042

404038

3230

4141

3937

40

3930

3846

37

4141

4043

3840

3637

38

38

40343329

485050

5360

4437

4749

42

313234

3629

4648

3842

3436

4344

46

92

87838785

949597

9296

9491

949391

8879899481

9696

88938287

888991

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 2018Q2% Partly to very satisfied% Dissatisfied


92% satisfiedCustomer satisfactionOverall light rail

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 light rail increased by 2% pts compared to May 2017

• Light rail customers were more satisfied with Comfort and Cleanliness, compared to May 2017

• Customers were most satisfied with Safety & Security and Cleanliness, including: light rail service being driven safely and cleanliness of light rail service

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

ISBN 978-1-925659-71-9M1402-1 2018

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

Roads Customer Satisfaction IndexMay 2018

Roads Customer Satisfaction Index May 2018 2

Executive summary 3


May 2018 results 6

Private vehicle 7Heavy vehicle 8Motorcycle 9Bicycle 10Walking 11

Contents


Executive summary

The NSW Government’s vision is for an integrated transport system that drives better outcomes for all customers. The Roads Customer Satisfaction Index May 2018 independently brings together the voices of over 4,000 customers, and demonstrates current satisfaction levels across all transport modes for roads.


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

The below table shows overall roads customer satisfaction over time:

Overall customer satisfaction

Mode Nov 2015 May 2016 Nov 2016 May 2017 Nov 2017 May 2018

Private Vehicle 85% 85% 83% 85% 85% 83%

Heavy Vehicle 67% 66% 66% 61% 61% 75%

Motorcycle 86% 83% 86% 82% 86% 89%

Bicycle 84% 82% 85% 87% 88% 87%

Walking 85% 86% 85% 85% 86% 85%


BackgroundTransport for NSW has conducted surveys each year to measure customer satisfaction levels across NSW roads since November 2015. We will continue to survey customers each year to help us drive improvement.

The survey was designed by the Customer Services Division of Transport for NSW to ensure that it measured the service attributes that customers value the most. The Customer Services 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 customer service priorities including journey time reliability, safety, road quality and design.

The Roads Customer Satisfaction Index (RCSI) May 2018 includes responses from more than 4,000 customers across five modes: private vehicle, heavy vehicle, motorcycle, bicycle and walking.

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.


1 2 3 4 5 6 7

Very Dissatisfied

DissatisfiedPartly

Dissatisfied


Partly Satisfied

SatisfiedVery

Satisfied

Survey methodologyThe survey is a stratified simple random sample according to a sampling frame. Individual sampling frames have been constructed for each of the individual surveys underpinning the RCSI (passenger vehicle, heavy vehicle, motorcycle, bicycle, walking) to achieve a sample that is statistically representative of the population of the users of the service and is achievable during the in-field period based on known incidence rates in previous surveys.

Sampling and sample sizes set for each of the RCSI modes aims to achieve a Margin of Error (MoE) of less than +/-5% with 95% confidence interval for each service overall and a MoE of less than +/-10% with 95% confidence interval for each of the quota variables. Post weighting may then be used to re-align distributions to be representative of the population.

Customers were surveyed regarding their most recent experience by means of an online questionnaire with additional face-to-face interviews where required. Customers were recruited via an online panel and emailed invitations to participate in the survey. Response rates were monitored on a daily basis and were used to determine number of reminders sent to panel members. Survey data is weighted based on ABS and BTS Household Travel Survey (HTS) statistics.



EligibilityCustomers over 18 years of age were eligible to complete the survey if they had recently travelled using private vehicle (within last 24 hours), heavy vehicle (within last 6 months), motorcycle (within last week), bicycle (within last 6 months) or by walking (within last 24 hours) and their home postcode was within NSW.

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.



May 2018 results

6

How satisfied were you with your most recent trip

Journey Time Reliability

Safety

Road Quality & Design

Signage & Markings

Information

Customer Service

Licensing & Registration

Tolling

5

10

10

14

17

7

9

9

13

18

15

14

17

15

5

8

5

5

23

6

6

5

19

23

5

5

6

10

14

9

9

9

12

17

12

11

15

15

18

16

15

14

13

10

12

11

10

14

9

11

9

10

8

9

9

14

12

14

43

39

39

39

36

43

44

42

41

37

39

40

35

39

47

45

47

42

28

41

37

38

34

30

39

40

33

29

37

31

32

32

25

17

27

22

22

18

16

19

19

20

16

26

24

25

27

12

25

20

20

17

21

38

37

37

36

20

83

81

81

77

70

82

78

79

74

71

74

74

70

68

84

81

83

79

54

75

68

67

61

59

86

86

84

77

71

0 20 40 60 80 100

Travel time considering the distance you travelled

Reliability of travel time

Traffic flow

Safe and courteous driving by others

Your personal feeling of safety on the road

Effectiveness of road safety infrastructure

Road lighting

Width of roads

Quality and smoothness of road surface

Sufficiency of road space for all road users

Consistency of speed zones

Availability of overtaking lanes

Adequate emergency stopping areas /road shoulders

Adequacy of direction signs

Clarity of speed zone markings

Adequacy of road signs and warnings

Clarity of road rules

Information about road closures/delays before driving

Availability of information to help plan your trip

Ease of seeking information and making an enquiry

Handling of my information request or enquiry

Ease of providing feedback and complaints

Handling of my feedback and complaint

Ease to apply/renew/update a vehicle registration

Ease to apply/renew/update a driver's license

Ease of applying for an e-Tag

Ease of reporting a lost, stolen or defective e-Tag

Ease of enquiring about tolling

Private Vehicles 2018Q2% Partly to very satisfied% Dissatisfied


83% satisfied


Summary

• Satisfaction with private vehicle trips decreased 2% pts compared to May 2017

• Customers were most satisfied with Licensing & Registration and Signage & Markings including: ease to apply/renew/update vehicle registration and adequacy of road signs & warning

• Customers were least satisfied with information about road closures/delays before driving.

Customer satisfactionPrivate vehicle

How satisfied were you with your last tripJourney Time Reliability

Safety


Signage & Markings

Information

Customer Service


Tolling

Facilities

15

151618

391213

818

364235244031

141226

262218

15112626

76

00

26

4642

22

141613

251916

1316

1115

1719

1318

1514

12

1119

13

1614

036

68

290

21

1619

44

545252

2250

5358

46

4634

3847

3941

5658

46

4539

45

3133

2816

5958

2575

21

2627

9

121010

3787

9

333433

676

878

3200

2323

290

23

44

75

807874

5077767772

605358705563

787963

636466

50492852

8889

837565

4650

0 20 40 60 80 100

Travel time considering the distance you travelledReliability of travel time

Traffic flow

Safe and courteous driving by othersYour personal feeling of safety on the roadEffectiveness of road safety infrastructure

Experience of completing safety inspectionsRoad lighting

Width of roadsQuality and smoothness of road surface

Sufficiency of road space for all road usersAvailability of overtaking lanes

Adequate emergency stopping areas /road shouldersConsistency of speed zones

Adequacy of direction signsClarity of speed zone markings


Clarity of road rulesInformation about road closures/delays before driving


Ease of seeking information and making an enquiryHandling of my information request or enquiry

Ease of providing feedback and complaintsHandling of my feedback and complaint

Ease to apply/renew/update a vehicle registrationEase to apply/renew/update a driver's license

Ease of applying for an e-TagEase of reporting a lost, stolen or defective e-Tag


Availability of rest areas for heavy vehiclesQuality of rest areas for heavy vehicles

Heavy Vehicles 2018Q2% Partly to very satisfied% Dissatisfied


75% satisfied


Summary

• Satisfaction with heavy vehicle trips increased 14% pts compared to May 2017

• Customers were most satisfied with Licensing & Registration and Journey Time Reliability including: ease to apply/renew/update vehicle driver’s license and travel time

• Customers were least satisfied with availability of rest areas for heavy vehicles.

Customer satisfactionHeavy vehicle

How satisfied were you with your most recent tripJourney Time Reliability

Safety


Signage & Markings

Information

Customer Service


Tolling

5

648

181114

77

71710131111

555

711

65

6635

65

126

10

15

1311

17

1214

131416

1318

1214

1413

1313

11

1013

1212

1216

712

1015

101313

45

4139

34

3340

4039

38

4336

383643

38

4242

44

4833

4043

4140

4536

3836

4037

35

29

283127

232320

2725

2118

242218

23

262526

21252623

2220

3736

3734

3229

31

89

818278

6777737979

787274727674

818081

79717878

75778884

8585

817980

0 20 40 60 80 100

Travel time considering the distance you travelledReliability of travel time

Traffic flow

Safe and courteous driving by othersYour personal feeling of safety on the roadEffectiveness of road safety infrastructure

Road lightingRules regarding motorcyclists use of the road

Width of roadsQuality and smoothness of road surface

Sufficiency of road space for all road usersConsistency of speed zones

Suitability of road design for motorcyclistsAdequate emergency stopping lanes/road shoulders

Adequacy of direction signsClarity of speed zone markings


Clarity of road rulesInformation about road closures/delays before driving

Availability of information to help plan your tripSufficiency of training and information

Ease of seeking information and making an enquiryHandling of my information request or enquiry

Ease of providing feedback and complaintsHandling of my feedback and complaint

Ease to apply/renew/update a vehicle registrationEase to apply/renew/update a driver's license

Ease of applying for an e-TagEase of reporting a lost, stolen or defective e-Tag


Motorcyclists 2018Q2% Partly to very satisfied% Dissatisfied


Customer satisfactionMotorcycle

89% satisfied


Summary

• Satisfaction with motorcycle trips increased 7% pts compared to May 2017

• Customers were most satisfied with Licensing & Registration and Reliability including: ease to apply/renew/update vehicle registration and reliability of travel time

• Customers were least satisfied with safe and courteous driving by others.

How satisfied were you with your last trip


Safety


Signage & Markings

Information

Facilities

3

3

4

6

20

14

13

25

15

19

17

9

4

9

7

13

11

13

10

10

11

14

18

19

12

15

11

18

13

11

12

12

14

18

48

48

49

45

35

41

40

30

42

36

37

42

44

35

40

38

29

25

28

25

20

14

15

15

16

17

17

16

18

20

21

17

17

17

87

85

84

77

63

74

74

58

73

64

71

73

75

68

69

70

64

0 20 40 60 80 100



Traffic flow

Safe and courteous driving by others

Your personal feeling of safety while riding

Being able to cross/turn in traffic safely

Adequacy of road safety infrastructure for cyclists

Ability to share footpaths/streets with others safely

Lighting on roads and bicycle routes

Quality and smoothness of road surfaces

Availability of direct routes/short cuts for bicycle riders

Consistency of speed zones

Adequacy of signage to help find your way


Ease of connecting between bicycle routes

Ease of accessing public transport connections

Bicyclists 2018Q2% Partly to very satisfied% Dissatisfied


Customer satisfactionBicycle

87% satisfied


Summary

• Satisfaction with bicycle trips remained stable compared to May 2017

• Customers were most satisfied with Journey Time Reliability and Road Quality & Design including: travel time and consistency of speed zones

• Customers were least satisfied with safe and courteous driving by others.

How satisfied were you with your last trip


Safety


Signage & Markings

Information

Facilities

3

4

3

6

12

8

12

12

17

16

8

7

4

13

8

6

9

9

9

13

13

10

14

15

12

18

12

12

10

13

11

12

46

46

46

44

40

38

39

39

38

36

41

41

37

38

40

42

30

31

33

27

25

34

23

25

20

20

27

24

26

25

29

30

85

87

88

83

78

83

77

79

70

74

80

76

73

75

81

84

0 20 40 60 80 100



Smoothness of walking trip

Safe behaviour of other road users around you

Your personal feeling of safety while riding

Adequacy of structures to support pedestrian safety

Ability to share footpaths/streets with others safely

Lighting on roads and footpaths

Condition and quality of streets/footpaths

Availability of direct routes/short cuts for pedestrians

Signage to help you easily find your way


Cleanliness of footpaths/streets

Ease of walking for connecting to public transport

Access to schools/shops/workplaces or public spaces

Pedestrians 2018Q2% Partly to very satisfied% Dissatisfied


Customer satisfactionWalking

85% satisfied


Summary

• Satisfaction with walking trips remained stable compared to May 2017

• Customers were most satisfied with Journey Time Reliability and Facilities including: reliability of travel time and ease of direct access to schools, shops, workplaces or public spaces on foot

• Customers were least satisfied with lighting on roads and footpaths.

ISBN 978-1-925659-72-6M1402-3 2018




Transport for NSW

Point to Point Customer Satisfaction IndexMay 2018

Point to Point Customer Satisfaction Index — May 2018 2

Executive summary 3


May 2018 results 6

Urban Taxi Network 7Rideshare 8Hire Car 9

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 Point-to-Point Customer Satisfaction Index May 2018 independently brings together the voices of over 3,500 customers, and demonstrates current satisfaction levels across point-to-point transport.


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 2013

Nov 2014

Nov 2015

May 2016

Nov 2016

May 2017

Nov 2017

May 2018

Taxi 82% 81% 82% 81% 85% 81% 84% 86%

Rideshare N/A N/A N/A N/A N/A 88% 91% 92%

Hire Car N/A N/A N/A N/A N/A 85% 88% 91%


Background

Starting in May 2017, Transport for NSW began conducting surveys each year to measure customer satisfaction levels across NSW Point-to-Point transport, including Taxi, Rideshare and Hire Car customers. Prior to this, Taxi customers were surveyed. We will continue to survey customers each year to help us drive improvement.

The survey was designed by the Customer Services Division of Transport for NSW to ensure that it measured the service attributes that customers value the most. The Customer Services 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 customer service priorities including timeliness, safety and customer service.

The Point-to-Point Customer Satisfaction Index May 2018 includes responses from more than 3,500 customers across three modes: taxi, rideshare and hire car.

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.


1 2 3 4 5 6 7

Very Dissatisfied

DissatisfiedPartly

Dissatisfied


Partly Satisfied

SatisfiedVery

Satisfied

Survey methodology

The surveys use stratified and simple random samples according to a sampling frame. Individual sampling frames have been constructed for each of the individual modal surveys (Taxi, Rideshare, and Hire Car) to achieve a sample that is statistically representative of the population of the users of the service and is achievable during the in-field period based on known incidence rates in previous surveys.

Sampling and sample sizes set for each of Point-to-Point modes aims to achieve a Margin of Error (MoE) of less than +/-5% with 95% confidence interval for each service overall. Post weighting may then be used to re-align distributions to be representative of the population.

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. Response rates were monitored on a daily basis and were used to determine number of reminders sent to panel members. Survey data is weighted based on panel and internal KPI statistics



Eligibility

Customers over 18 years of age were eligible to complete the survey if they had recently travelled using Taxi, Rideshare and Hire Car (within last 6 months) and their home postcode was within the greater metropolitan area including Sydney, Newcastle, Central Coast and Wollongong.

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.



May 2018 results

6


Safety & Security

Payment

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

6

675

14

3344

45

1310

343

22

1233

558

1516

23

144

78675

10

111111

16

8108

7

58

1914

9118

77

15910

1411

13

913

97

125

12131113

11

45

4844

5343

464247

52

4647

4142

4338

43

4847

4054

54

5349

44

3834

4345

3548

47454947

45

31

2733

2518

383837

29

4134

1919

384341

3839

172927

1931

22

2017

3635

2033

2129

2524

30

86

86888977

92919187

92907975

909292

9393

729391

859180

676588876886

8187858586

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 chargedReasonableness of the payment method surcharge

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

Information on location of available taxis

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

Overall Taxi 2018Q2% Partly to very satisfied% Dissatisfied


Customer satisfactionUrban Taxi Network

86% satisfied


Summary

• Satisfaction with Taxi services increased 5% pts compared to May 2017

• Customers were most satisfied with Accessibility and Convenience, including: adequate space during the trip and convenience of drop off destination

• Customers were least satisfied with availability of information at taxi rank.


Customer satisfactionRideshare

92% satisfied


Summary

• Satisfaction with Rideshare services increased 4% pts compared to May 2017

• Customers were most satisfied with Convenience and Accessibility, including: ease of booking rideshare service and ease of getting in and out of rideshare vehicle

• Customers were least satisfied with traffic flow.


Safety & Security

Payment

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

4

3

3

3

6

2

2

2

1

3

6

2

2

1

1

3

2

2

2

3

2

2

2

4

3

4

2

3

3

7

10

10

7

13

8

6

9

5

9

12

6

6

6

6

11

7

7

7

9

7

5

6

10

6

8

5

7

8

42

46

44

47

46

46

44

45

37

43

43

40

41

44

43

45

47

49

43

45

42

48

43

44

42

43

47

42

46

44

35

39

40

28

40

43

37

53

40

35

49

47

46

45

35

41

36

45

37

45

40

46

35

43

41

41

44

34

92

92

92

93

87

93

93

91

95

92

89

95

94

95

94

92

95

92

95

91

94

93

94

89

91

92

92

93

88

0 20 40 60 80 100

Availability of rideshare services

Rideshare driver arrived on time

Journey time given the distance travelled

Traffic flow

Feeling safe while in rideshare vehicle

Rideshare vehicle was driven safely

Security features provided by booking apps

Ease of payment

Accuracy of estimated fare

Reasonableness of fare charged

Ease of booking rideshare service


Ease of getting in and out of the rideshare vehicle

Adequate space during the trip

Ease of identifying the rideshare vehicle for pickup

Comfort within the rideshare vehicle

Temperature level in the rideshare vehicle

Cleanliness of the rideshare vehicle interior

Pleasant smell in the rideshare vehicle

Information on location of available services

Information on how to book a rideshare service

Information on my booking request

Information on fares including tolls

Willingness of rideshare driver to help

Knowledge of driver to get you to your destination

Personal presentation of rideshare driver

Ease of communicating with rideshare driver

Supporting staff responded to my queries

Overall Rideshare 2018Q2% Partly to very satisfied% Dissatisfied


Customer satisfactionHire Car

91% satisfied


Summary

• Satisfaction with Hire Car services increased 6% pts compared to May 2017

• Customers were most satisfied with Accessibility and Comfort, including: adequate space during the trip and comfort within the hire car vehicle

• Customers were least satisfied with traffic flow.

How satisfied are you with this service?

Timeliness

Safety & Security

Payment

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

4

3

3

4

7

4

2

2

2

2

4

3

3

2

3

3

3

3

4

2

3

3

5

3

3

3

2

3

10

13

10

12

17

10

10

12

9

11

13

10

10

8

10

11

10

10

10

10

11

9

12

8

10

9

8

11

46

51

49

50

45

47

48

49

46

49

50

47

47

47

48

48

47

48

48

40

36

37

36

29

34

32

33

34

34

26

30

27

18

35

34

26

38

31

24

35

35

37

35

34

33

35

31

42

45

46

41

56

48

50

50

47

91

90

89

89

80

91

92

87

92

91

87

92

92

93

93

93

91

93

90

92

91

92

89

93

91

91

90

91

0 20 40 60 80 100

Availability of hire car services

Hire car driver arrived on time

Journey time given the distance travelled

Traffic flow

Feeling safe while in hire car vehicle

Hire car vehicle was driven safely

Security features provided from booking

Ease of payment

Charged correct fare

Reasonableness of fare charged

Ease of booking hire car service


Ease of getting in and out of the hire car vehicle

Adequate space during the trip

Comfort within the hire car vehicle

Temperature level in the hire car vehicle

Cleanliness of the hire car vehicle interior

Pleasant smell in the hire car vehicle

Information on location of available hire car services

Information on how to book a hire car service

Information on my booking request

Information on fares including tolls

Willingness of hire car driver to help

Knowledge of driver to get you to your destination

Personal presentation of hire car driver

Ease of communicating with hire car driver

Supporting staff responded to my queries

Overall Hire Car 2018Q2% Partly to very satisfied% Dissatisfied

M1240-4-2018




Transport for NSW

Customer Satisfaction IndexMay 2018 Appendix

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

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Customer Satisfaction Index May 2018Train% 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% 81% 82% 90% 79% 83% 94% 89% 89% 84% 84%

Timeliness This train turning up on time 89% 85% 85% 93% 85% 88% 94% 93% 87% 91% 90%

Frequency of this train service 76% 74% 73% 85% 68% 62% 76% 81% 77% 62% 55%

Journey time given the distance travelled 80% 74% 71% 88% 81% 84% 84% 81% 92% 73% 71%

Time to connect to other transport services 76% 75% 72% 84% 75% 77% 83% 83% 74% 76% 74%

Safety & Security Feeling safe at the train station 90% 89% 86% 93% 88% 89% 92% 90% 87% 90% 95%

Feeling safe while on this train 90% 89% 87% 94% 89% 89% 91% 92% 85% 92% 96%

Ticketing Ease of purchasing my ticket 90% 91% 91% 92% 90% 89% 92% 90% 91% 87% 88%

Ease of using my Opal card 94% 93% 94% 94% 93% 93% 95% 95% 94% 93% 94%

Convenience Ease of getting to the station 85% 84% 82% 90% 81% 88% 89% 89% 89% 85% 92%

Ease of connection with other modes of transport 81% 81% 79% 86% 77% 81% 86% 86% 76% 82% 87%

Accessibility Ease of accessing the train station 88% 88% 87% 91% 84% 91% 90% 92% 92% 90% 93%

Ease of getting on and off the train 91% 89% 90% 91% 84% 95% 89% 93% 91% 93% 92%

Usefulness of signs to help you find your way 89% 87% 87% 90% 86% 90% 89% 89% 88% 92% 88%

Comfort Comfort at the train station (shelter & seating) 81% 77% 77% 88% 81% 82% 82% 84% 86% 82% 84%

Seat availability on this train 86% 81% 85% 87% 73% 95% 92% 92% 90% 82% 88%

Seat comfort on this train 88% 78% 84% 88% 83% 87% 89% 86% 91% 84% 84%

Temperature on this train 87% 76% 78% 85% 82% 77% 87% 86% 89% 82% 85%

Personal space on this train 85% 76% 79% 84% 76% 91% 87% 83% 86% 77% 86%

Cleanliness Cleanliness of the train station 90% 85% 86% 89% 89% 89% 89% 89% 92% 89% 93%

Cleanliness of this train 90% 84% 83% 90% 88% 88% 87% 89% 86% 88% 94%

Information Availability of arrival information for this train 90% 86% 85% 91% 89% 83% 89% 90% 88% 90% 87%

Availability of next stop information on this train 91% 84% 84% 87% 90% 90% 86% 87% 90% 91% 84%

Availability of information about service delays 80% 76% 75% 83% 78% 76% 82% 79% 81% 80% 76%

Ease of finding info (routes, stops, timetables) 85% 83% 83% 87% 82% 80% 86% 86% 85% 86% 85%

Customer Service Willingness of rail staff to help 85% 80% 84% 89% 80% 80% 87% 85% 88% 84% 89%

Knowledge of rail staff 84% 81% 84% 87% 83% 80% 87% 86% 86% 82% 88%

Presentation of rail staff 88% 85% 85% 89% 84% 80% 89% 89% 89% 87% 90%


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Customer Satisfaction Index May 2018Train% Partly to very dissatisfied 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 6% 12% 10% 3% 15% 11% 1% 4% 4% 9% 13%

Timeliness This train turning up on time 7% 10% 11% 3% 8% 9% 3% 4% 11% 5% 8%

Frequency of this train service 18% 18% 18% 9% 24% 31% 17% 12% 18% 31% 42%

Journey time given the distance travelled 12% 17% 18% 5% 14% 9% 9% 14% 5% 18% 23%

Time to connect to other transport services 12% 15% 16% 5% 15% 16% 6% 9% 17% 13% 14%

Safety & Security Feeling safe at the train station 5% 5% 7% 3% 5% 4% 4% 7% 9% 4% 3%

Feeling safe while on this train 5% 4% 6% 3% 5% 4% 4% 6% 10% 4% 2%

Ticketing Ease of purchasing my ticket 6% 6% 5% 4% 4% 8% 6% 5% 6% 8% 10%

Ease of using my Opal card 4% 3% 4% 2% 3% 3% 3% 3% 5% 3% 4%

Convenience Ease of getting to the station 9% 8% 8% 5% 12% 7% 5% 6% 7% 6% 4%

Ease of connection with other modes of transport 9% 10% 8% 8% 14% 11% 5% 8% 18% 8% 7%

Accessibility Ease of accessing the train station 6% 6% 7% 3% 8% 5% 5% 5% 4% 4% 2%

Ease of getting on and off the train 3% 5% 4% 4% 8% 1% 5% 4% 5% 3% 4%

Usefulness of signs to help you find your way 4% 5% 5% 5% 6% 2% 4% 2% 5% 3% 4%

Comfort Comfort at the train station (shelter & seating) 11% 15% 14% 6% 12% 9% 9% 11% 10% 11% 8%

Seat availability on this train 10% 12% 9% 9% 24% 1% 3% 5% 6% 13% 9%

Seat comfort on this train 5% 13% 10% 6% 7% 7% 5% 11% 4% 8% 12%

Temperature on this train 7% 16% 14% 8% 9% 12% 7% 8% 8% 9% 11%

Personal space on this train 10% 15% 13% 9% 18% 2% 5% 11% 6% 15% 9%

Cleanliness Cleanliness of the train station 5% 8% 8% 5% 4% 3% 6% 5% 4% 5% 2%

Cleanliness of this train 5% 9% 10% 5% 4% 2% 8% 7% 7% 6% 3%

Information Availability of arrival information for this train 4% 7% 8% 4% 7% 8% 4% 4% 7% 4% 6%

Availability of next stop information on this train 4% 9% 9% 7% 4% 5% 6% 6% 6% 4% 11%

Availability of information about service delays 11% 15% 16% 10% 18% 16% 10% 12% 10% 10% 15%

Ease of finding info (routes, stops, timetables) 7% 8% 9% 7% 10% 8% 5% 6% 8% 6% 8%

Customer Service Willingness of rail staff to help 5% 5% 6% 3% 8% 6% 3% 4% 4% 5% 3%

Knowledge of rail staff 4% 4% 6% 3% 6% 5% 2% 3% 4% 5% 3%

Presentation of rail staff 3% 4% 4% 3% 6% 6% 1% 2% 2% 3% 3%


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Customer Satisfaction Index May 2018Bus% Partly to very satisfied Metropolitan bus service region

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

Overall How satisfied are you with this service 87% 90% 90% 89% 88% 89% 89% 93% 88% 92% 96% 88% 92% 90%

Timeliness This bus turning up on time 78% 82% 81% 85% 79% 79% 78% 88% 80% 83% 86% 77% 78% 84%

Frequency of this bus service 79% 79% 80% 80% 76% 73% 73% 88% 76% 79% 71% 75% 74% 78%

Journey time given the distance travelled 91% 88% 88% 90% 88% 83% 89% 91% 78% 92% 93% 87% 89% 89%

Time to connect to other transport services 84% 80% 82% 85% 81% 80% 83% 89% 81% 87% 78% 83% 82% 81%

Safety & Security Feeling safe at the bus stop 88% 91% 89% 94% 92% 92% 92% 95% 95% 95% 95% 90% 97% 89%

Feeling safe while on this bus 93% 94% 92% 95% 94% 94% 94% 96% 95% 97% 98% 94% 98% 94%

This bus being driven safely 92% 95% 91% 92% 91% 95% 93% 96% 95% 96% 98% 92% 98% 94%

Ticketing Ease of purchasing my ticket 93% 93% 89% 94% 91% 91% 92% 93% 93% 95% 92% 93% 95% 91%

Ease of using my Opal card 95% 94% 94% 96% 95% 95% 95% 96% 95% 97% 97% 95% 96% 95%

Convenience Ease of getting to the bus stop 93% 92% 92% 89% 94% 91% 92% 91% 91% 94% 95% 91% 92% 92%

Ease of connection with other modes of transport 90% 90% 89% 87% 92% 88% 89% 88% 89% 90% 94% 89% 87% 89%

Accessibility Ease of accessing the bus stop 95% 95% 94% 92% 94% 94% 93% 92% 93% 94% 98% 93% 95% 94%

Ease of getting on and off this bus 96% 95% 93% 93% 95% 95% 94% 96% 94% 94% 98% 94% 98% 95%

Usefulness of signs to help you find your way 89% 90% 88% 87% 89% 84% 86% 84% 84% 89% 89% 89% 89% 90%

Comfort Comfort at the bus stop (shelter & seating) 78% 81% 82% 77% 81% 79% 81% 84% 78% 84% 80% 78% 81% 73%

Seat availability on this bus 93% 93% 90% 85% 92% 88% 88% 93% 86% 94% 99% 92% 95% 93%

Seat comfort on this bus 93% 93% 89% 90% 92% 89% 89% 91% 87% 92% 97% 93% 93% 90%

Temperature on this bus 91% 94% 86% 81% 88% 87% 90% 88% 84% 92% 94% 89% 91% 92%

Personal space on this bus 91% 95% 88% 83% 91% 85% 86% 91% 82% 93% 98% 89% 93% 91%

Smoothness of this bus trip 87% 92% 86% 84% 84% 87% 87% 88% 86% 90% 95% 88% 91% 86%

Cleanliness Cleanliness of the bus stop 84% 85% 85% 90% 86% 87% 87% 89% 86% 89% 90% 87% 89% 87%

Cleanliness of this bus 94% 90% 90% 93% 90% 93% 93% 93% 90% 95% 98% 92% 97% 95%

Information Availability of arrival information for this bus 83% 81% 85% 85% 81% 81% 79% 82% 79% 84% 88% 82% 88% 86%

Availability of next stop information on this bus 79% 79% 81% 74% 77% 71% 72% 76% 65% 79% 80% 76% 76% 82%

Availability of information about service delays 71% 76% 74% 70% 71% 68% 69% 74% 63% 73% 72% 72% 69% 74%

Ease of finding info (routes, stops, timetables) 79% 81% 81% 80% 80% 77% 76% 78% 74% 83% 88% 80% 84% 82%

Customer Service Willingness of bus staff to help 87% 88% 86% 83% 84% 81% 84% 89% 84% 89% 91% 84% 92% 88%

Knowledge of bus staff 85% 88% 84% 82% 84% 82% 81% 86% 84% 90% 89% 84% 90% 85%

Presentation of bus staff 93% 90% 90% 88% 86% 88% 88% 93% 88% 91% 95% 88% 96% 89%


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Customer Satisfaction Index May 2018Bus% Partly to very dissatisfied Metropolitan bus service region

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

Overall How satisfied are you with this service 9% 4% 7% 6% 6% 6% 5% 5% 8% 3% 3% 7% 5% 5%

Timeliness This bus turning up on time 18% 12% 14% 11% 13% 15% 17% 8% 14% 12% 12% 17% 19% 12%

Frequency of this bus service 15% 13% 14% 13% 19% 18% 19% 9% 16% 14% 25% 18% 19% 17%

Journey time given the distance travelled 6% 6% 7% 4% 5% 9% 5% 6% 15% 4% 4% 6% 5% 5%

Time to connect to other transport services 10% 10% 10% 6% 10% 8% 6% 4% 8% 7% 12% 10% 9% 10%

Safety & Security Feeling safe at the bus stop 6% 5% 6% 1% 3% 4% 4% 3% 3% 2% 3% 5% 2% 6%

Feeling safe while on this bus 2% 3% 4% 2% 2% 3% 3% 2% 2% 1% 2% 2% 1% 3%

This bus being driven safely 3% 3% 5% 2% 4% 2% 2% 1% 3% 2% 2% 3% 1% 3%

Ticketing Ease of purchasing my ticket 3% 5% 6% 3% 6% 5% 5% 4% 4% 3% 6% 2% 3% 6%

Ease of using my Opal card 3% 3% 2% 1% 2% 2% 3% 2% 3% 2% 2% 2% 2% 3%

Convenience Ease of getting to the bus stop 4% 3% 3% 6% 3% 3% 4% 5% 5% 3% 3% 4% 5% 5%

Ease of connection with other modes of transport 6% 5% 4% 6% 5% 4% 5% 4% 6% 5% 5% 5% 5% 5%

Accessibility Ease of accessing the bus stop 3% 2% 3% 3% 2% 2% 2% 4% 2% 4% 1% 3% 3% 3%

Ease of getting on and off this bus 3% 1% 4% 3% 2% 2% 3% 1% 2% 4% 1% 2% 1% 2%

Usefulness of signs to help you find your way 5% 3% 4% 5% 5% 6% 6% 6% 6% 6% 3% 5% 4% 5%

Comfort Comfort at the bus stop (shelter & seating) 16% 11% 12% 13% 13% 12% 12% 9% 9% 9% 12% 13% 12% 17%

Seat availability on this bus 5% 4% 5% 9% 3% 7% 7% 3% 9% 3% 1% 4% 2% 2%

Seat comfort on this bus 4% 2% 5% 3% 3% 5% 4% 4% 5% 3% 1% 3% 3% 3%

Temperature on this bus 5% 1% 8% 12% 7% 7% 5% 7% 8% 3% 5% 3% 4% 3%

Personal space on this bus 5% 2% 5% 8% 3% 7% 8% 3% 9% 3% 1% 4% 3% 4%

Smoothness of this bus trip 8% 2% 7% 8% 9% 7% 6% 6% 7% 4% 3% 5% 4% 6%

Cleanliness Cleanliness of the bus stop 10% 8% 8% 4% 6% 5% 4% 6% 8% 6% 5% 7% 5% 7%

Cleanliness of this bus 3% 4% 5% 3% 4% 2% 4% 3% 6% 2% 1% 3% 1% 2%

Information Availability of arrival information for this bus 9% 10% 7% 7% 8% 11% 12% 8% 12% 8% 6% 10% 7% 7%

Availability of next stop information on this bus 11% 10% 9% 16% 9% 16% 16% 15% 22% 9% 7% 12% 12% 7%

Availability of information about service delays 17% 15% 14% 18% 15% 18% 21% 14% 23% 15% 16% 16% 17% 14%

Ease of finding info (routes, stops, timetables) 9% 9% 9% 9% 10% 12% 14% 11% 13% 9% 5% 10% 8% 8%

Customer Service Willingness of bus staff to help 5% 4% 5% 5% 5% 5% 6% 3% 5% 4% 2% 6% 1% 4%

Knowledge of bus staff 7% 4% 4% 2% 4% 3% 5% 3% 5% 3% 1% 5% 2% 4%

Presentation of bus staff 3% 4% 3% 1% 3% 3% 2% 2% 3% 3% 1% 3% 1% 2%


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Customer Satisfaction Index May 2018Bus% Partly to very satisfied Outer-metropolitan bus service region

Service driver Service attribute 1 2 3 4 5 6 7 8 9 10 11 12

Overall How satisfied are you with this service 92% 92% 94% 94% 73% 94% 96% 94% 94% 96% 96% 94%

Timeliness This bus turning up on time 91% 89% 93% 89% 71% 90% 90% 91% 96% 88% 93% 94%

Frequency of this bus service 76% 82% 79% 82% 71% 80% 87% 79% 82% 85% 83% 88%

Journey time given the distance travelled 94% 94% 92% 94% 74% 89% 88% 93% 95% 88% 94% 95%

Time to connect to other transport services 86% 88% 86% 84% 61% 85% 87% 89% 92% 81% 88% 93%

Safety & Security Feeling safe at the bus stop 94% 91% 91% 90% 87% 89% 94% 96% 98% 92% 93% 97%

Feeling safe while on this bus 97% 95% 99% 93% 91% 92% 96% 96% 97% 94% 96% 98%

This bus being driven safely 96% 97% 99% 97% 93% 93% 97% 98% 97% 95% 97% 98%

Ticketing Ease of purchasing my ticket 90% 92% 95% 91% 91% 91% 90% 93% 97% 91% 91% 95%

Ease of using my Opal card 93% 96% 98% 94% 94% 93% 96% 96% 97% 93% 96% 98%

Convenience Ease of getting to the bus stop 89% 93% 91% 91% 80% 93% 98% 93% 97% 91% 95% 98%

Ease of connection with other modes of transport 90% 91% 89% 85% 62% 88% 92% 92% 95% 88% 92% 94%

Accessibility Ease of accessing the bus stop 95% 93% 95% 93% 85% 92% 98% 95% 97% 94% 94% 98%

Ease of getting on and off this bus 96% 94% 98% 95% 85% 93% 98% 94% 98% 93% 95% 95%

Usefulness of signs to help you find your way 88% 93% 96% 91% 76% 89% 92% 89% 96% 87% 91% 91%

Comfort Comfort at the bus stop (shelter & seating) 81% 77% 77% 70% 65% 73% 78% 84% 92% 76% 80% 84%

Seat availability on this bus 98% 98% 99% 98% 87% 94% 96% 97% 97% 93% 97% 97%

Seat comfort on this bus 95% 95% 94% 97% 85% 92% 92% 96% 98% 90% 97% 94%

Temperature on this bus 96% 95% 96% 94% 84% 93% 90% 94% 98% 89% 95% 94%

Personal space on this bus 97% 97% 98% 97% 86% 96% 93% 94% 98% 93% 96% 95%

Smoothness of this bus trip 93% 94% 97% 93% 86% 90% 91% 95% 98% 88% 94% 93%

Cleanliness Cleanliness of the bus stop 89% 85% 84% 88% 80% 91% 89% 97% 99% 84% 90% 92%

Cleanliness of this bus 98% 97% 97% 94% 91% 93% 96% 97% 99% 89% 96% 97%

Information Availability of arrival information for this bus 88% 89% 92% 84% 72% 90% 94% 84% 92% 84% 92% 96%

Availability of next stop information on this bus 83% 83% 89% 80% 60% 85% 87% 81% 89% 81% 90% 88%

Availability of information about service delays 74% 78% 82% 70% 54% 70% 71% 76% 83% 74% 82% 86%

Ease of finding info (routes, stops, timetables) 81% 86% 90% 79% 62% 86% 92% 83% 88% 83% 89% 93%

Customer Service Willingness of bus staff to help 92% 93% 96% 92% 84% 92% 95% 95% 98% 83% 95% 93%

Knowledge of bus staff 94% 93% 96% 87% 81% 92% 92% 92% 98% 86% 95% 93%

Presentation of bus staff 96% 95% 98% 93% 85% 96% 96% 95% 99% 88% 97% 98%


SW M

140

2-2

CS

I 20

18

Customer Satisfaction Index May 2018Bus% Partly to very dissatisfied Outer-metropolitan bus service region

Service driver Service attribute 1 2 3 4 5 6 7 8 9 10 11 12

Overall How satisfied are you with this service 6% 3% 4% 3% 19% 3% 3% 4% 4% 1% 2% 6%

Timeliness This bus turning up on time 5% 5% 5% 7% 24% 7% 4% 6% 3% 6% 5% 6%

Frequency of this bus service 17% 11% 13% 14% 23% 18% 8% 14% 10% 9% 14% 9%

Journey time given the distance travelled 1% 2% 5% 3% 15% 6% 8% 4% 2% 5% 3% 4%

Time to connect to other transport services 9% 5% 7% 10% 27% 10% 8% 7% 4% 9% 7% 6%

Safety & Security Feeling safe at the bus stop 3% 5% 5% 5% 5% 7% 3% 1% 2% 5% 3% 1%

Feeling safe while on this bus 1% 1% 1% 2% 3% 5% 2% 1% 2% 4% 2% 1%

This bus being driven safely 1% 1% 1% 2% 3% 2% 2% 1% 2% 3% 1% 1%

Ticketing Ease of purchasing my ticket 6% 4% 4% 5% 6% 6% 6% 5% 3% 6% 5% 3%

Ease of using my Opal card 4% 2% 2% 3% 4% 5% 2% 3% 3% 4% 1% 2%

Convenience Ease of getting to the bus stop 6% 3% 5% 4% 13% 4% 2% 2% 2% 5% 2% 2%

Ease of connection with other modes of transport 5% 3% 5% 7% 22% 9% 5% 5% 4% 7% 4% 4%

Accessibility Ease of accessing the bus stop 4% 4% 3% 3% 8% 4% 2% 1% 1% 3% 3% 2%

Ease of getting on and off this bus 1% 3% 1% 2% 6% 4% 1% 1% 1% 3% 3% 4%

Usefulness of signs to help you find your way 6% 4% 2% 3% 12% 6% 2% 4% 1% 6% 4% 4%

Comfort Comfort at the bus stop (shelter & seating) 13% 17% 18% 22% 27% 18% 12% 12% 6% 18% 13% 11%

Seat availability on this bus 1% 1% 1% 1% 6% 4% 2% 0% 1% 3% 1% 3%

Seat comfort on this bus 2% 3% 3% 1% 6% 5% 5% 2% 1% 4% 1% 3%

Temperature on this bus 1% 2% 4% 4% 6% 4% 4% 3% 1% 6% 2% 5%

Personal space on this bus 1% 2% 1% 1% 6% 3% 4% 2% 0% 4% 1% 4%

Smoothness of this bus trip 4% 3% 1% 3% 5% 4% 4% 3% 1% 5% 3% 6%

Cleanliness Cleanliness of the bus stop 7% 10% 11% 7% 12% 5% 6% 1% 0% 10% 5% 5%

Cleanliness of this bus 1% 2% 2% 2% 3% 4% 2% 2% 0% 4% 1% 2%

Information Availability of arrival information for this bus 7% 7% 5% 10% 19% 6% 2% 9% 4% 10% 3% 4%

Availability of next stop information on this bus 9% 5% 6% 11% 23% 9% 5% 11% 4% 8% 4% 7%

Availability of information about service delays 15% 9% 10% 17% 29% 23% 23% 12% 7% 14% 9% 11%

Ease of finding info (routes, stops, timetables) 11% 9% 6% 15% 30% 10% 6% 10% 6% 11% 5% 6%

Customer Service Willingness of bus staff to help 4% 4% 2% 2% 5% 5% 3% 1% 1% 8% 1% 4%

Knowledge of bus staff 3% 4% 0% 4% 8% 4% 4% 1% 0% 6% 2% 4%

Presentation of bus staff 2% 2% 0% 1% 5% 2% 3% 1% 0% 4% 1% 2%


SW M

140

2-2

CS

I 20

18

Customer Satisfaction Index May 2018Ferry% 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 98% 97% 96% 98% 97% 99% 97%

Timeliness This ferry turning up on time 96% 97% 96% 99% 97% 98% 98%

Frequency of this ferry service 90% 85% 88% 84% 86% 90% 93%

Journey time given the distance travelled 93% 94% 93% 98% 97% 97% 97%

Time to connect to other transport services 90% 93% 91% 94% 94% 96% 94%

Safety & Security Feeling safe at the ferry wharf 99% 98% 97% 99% 97% 99% 98%

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

This ferry being driven safely 99% 99% 97% 100% 97% 100% 98%

Ticketing Ease of purchasing my ticket 95% 93% 90% 95% 93% 93% 92%

Ease of using my Opal card 90% 91% 91% 92% 92% 91% 91%

Convenience Ease of getting to the ferry wharf 96% 95% 94% 98% 97% 96% 97%

Ease of connection with other modes of transport 95% 93% 91% 95% 96% 94% 96%

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

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

Usefulness of signs to help you find your way 94% 93% 93% 96% 93% 95% 96%

Comfort Comfort at the ferry wharf (shelter & seating) 91% 93% 95% 95% 96% 90% 95%

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

Seat comfort on this ferry 93% 96% 96% 95% 95% 97% 94%

Temperature on this ferry 94% 95% 96% 97% 95% 95% 95%

Personal space on this ferry 96% 95% 97% 99% 97% 97% 96%

Smoothness of this ferry trip 98% 98% 96% 100% 98% 99% 97%

Cleanliness Cleanliness of the ferry wharf 95% 91% 95% 97% 95% 97% 97%

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

Information Availability of arrival information for this ferry 93% 88% 92% 94% 94% 95% 93%

Availability of next stop information on this ferry 94% 90% 93% 95% 96% 96% 94%

Availability of information about service delays 89% 84% 91% 91% 91% 90% 92%

Ease of finding info (routes, stops, timetables) 90% 89% 88% 93% 90% 91% 93%

Customer Service Willingness of ferry staff to help 91% 93% 94% 96% 95% 96% 95%

Knowledge of ferry staff 91% 93% 94% 95% 94% 95% 95%

Presentation of ferry staff 92% 96% 96% 96% 94% 96% 96%


SW M

140

2-2

CS

I 20

18

Customer Satisfaction Index May 2018Ferry% Partly to very dissatisfied 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 1% 3% 2% 0% 2% 0% 1%

Timeliness This ferry turning up on time 3% 2% 3% 1% 2% 2% 0%

Frequency of this ferry service 4% 10% 8% 12% 12% 7% 4%

Journey time given the distance travelled 3% 3% 5% 1% 1% 1% 1%

Time to connect to other transport services 5% 1% 5% 2% 2% 2% 2%

Safety & Security Feeling safe at the ferry wharf 1% 0% 1% 0% 1% 0% 1%

Feeling safe while on this ferry 1% 0% 1% 0% 1% 0% 1%

This ferry being driven safely 1% 0% 1% 0% 1% 0% 1%

Ticketing Ease of purchasing my ticket 3% 6% 7% 2% 5% 5% 5%

Ease of using my Opal card 1% 3% 4% 1% 2% 1% 3%

Convenience Ease of getting to the ferry wharf 3% 2% 4% 1% 1% 4% 2%

Ease of connection with other modes of transport 4% 3% 5% 2% 2% 5% 2%

Accessibility Ease of accessing the ferry wharf 2% 2% 2% 1% 2% 1% 1%

Ease of getting on and off the ferry 2% 1% 1% 1% 1% 1% 1%

Usefulness of signs to help you find your way 2% 5% 4% 2% 3% 2% 2%

Comfort Comfort at the ferry wharf (shelter & seating) 5% 3% 4% 1% 3% 6% 3%

Seat availability on this ferry 2% 1% 1% 0% 1% 1% 2%

Seat comfort on this ferry 4% 2% 2% 3% 3% 2% 3%

Temperature on this ferry 3% 2% 2% 1% 2% 4% 3%

Personal space on this ferry 2% 3% 2% 0% 1% 2% 2%

Smoothness of this ferry trip 1% 1% 1% 0% 1% 0% 2%

Cleanliness Cleanliness of the ferry wharf 3% 6% 3% 1% 3% 2% 2%

Cleanliness of this ferry 3% 1% 2% 1% 2% 1% 2%

Information Availability of arrival information for this ferry 3% 8% 4% 3% 3% 3% 2%

Availability of next stop information on this ferry 2% 5% 4% 2% 2% 2% 2%

Availability of information about service delays 4% 8% 5% 3% 5% 5% 2%

Ease of finding info (routes, stops, timetables) 4% 6% 6% 2% 6% 5% 2%

Customer Service Willingness of ferry staff to help 2% 2% 2% 0% 1% 1% 1%

Knowledge of ferry staff 2% 3% 2% 1% 2% 1% 1%

Presentation of ferry staff 2% 1% 2% 1% 2% 0% 1%


SW M

140

2-2

CS

I 20

18

Customer Satisfaction Index May 2018Taxi% 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 85% 89% 89% 89%

Timeliness Availability of taxi service 86% 89% 87% 90%

Taxi arrived on time 88% 91% 85% 90%

Journey time given the distance travelled 88% 94% 92% 95%

Traffic flow 73% 92% 86% 92%

Safety & Security Feeling safe while in the taxi 91% 97% 93% 95%

Feeling safe at the taxi rank 91% 89% 93% 84%

The taxi was driven safely 91% 95% 94% 95%

Security features provided in the taxi 86% 91% 89% 92%

Payment Ease of payment 91% 96% 92% 94%

Charged correct fare 89% 92% 91% 93%

Reasonableness of fare charged 78% 84% 81% 77%

Reasonablenessof yor payment method surcharge 74% 80% 78% 78%

Convenience Ease of booking the taxi 90% 95% 88% 93%

Ease of finding the taxi rank 92% 99% 93% 87%

Convenience of drop off at destination 91% 98% 93% 95%

Accessibility Ease of getting in and out of the taxi 93% 98% 94% 95%

Adequate space during the trip 93% 97% 95% 95%

Comfort Comfort at taxi rank (e.g. shelter & seating) 72% 70% 79% 73%

Comfort within the taxi 93% 98% 93% 94%

Temperature level in the taxi 90% 97% 93% 93%

Cleanliness Cleanliness of the taxi rank 87% 80% 87% 73%

Cleanliness of the taxi interior 90% 97% 93% 92%

Pleasant smell in the taxi 77% 90% 89% 88%

Information Information on where to find a taxi 66% 81% 70% 71%

Availability of information at taxi rank 64% 72% 71% 54%

Information on how to book a taxi 89% 92% 81% 92%

Information on my booking request 87% 92% 81% 85%

Information on fares including tolls 67% 77% 66% 75%

Information on location of available taxis 86% 39% 88% 80%

Customer Service Willingness of taxi driver to help 80% 86% 83% 84%

Knowledge of taxi driver to get you to your destination 86% 95% 89% 90%

Personal presentation of taxi driver 84% 94% 90% 90%

Ease of communicating with taxi driver 84% 92% 91% 89%

Staff on the phone responded to my needs 86% 94% 83% 90%


SW M

140

2-2

CS

I 20

18

Customer Satisfaction Index May 2018Taxi% Partly to very dissatisfied 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 6% 5% 5% 6%

Timeliness Availability of taxi service 6% 7% 7% 7%

Taxi arrived on time 6% 8% 9% 6%

Journey time given the distance travelled 6% 3% 2% 3%

Traffic flow 16% 6% 5% 2%

Safety & Security Feeling safe while in the taxi 3% 1% 3% 2%

Feeling safe at the taxi rank 2% 6% 2% 5%

The taxi was driven safely 4% 1% 2% 3%

Security features provided in the taxi 4% 1% 2% 1%

Payment Ease of payment 4% 1% 1% 2%

Charged correct fare 5% 5% 3% 3%

Reasonableness of fare charged 13% 12% 12% 14%

Reasonablenessof yor payment method surcharge 11% 5% 6% 7%

Convenience Ease of booking the taxi 4% 4% 2% 1%

Ease of finding the taxi rank 4% 0% 2% 5%

Convenience of drop off at destination 3% 0% 0% 1%

Accessibility Ease of getting in and out of the taxi 2% 1% 2% 2%

Adequate space during the trip 2% 1% 1% 1%

Comfort Comfort at taxi rank (e.g. shelter & seating) 12% 14% 5% 14%

Comfort within the taxi 3% 1% 3% 3%

Temperature level in the taxi 4% 1% 1% 3%

Cleanliness Cleanliness of the taxi rank 5% 14% 2% 10%

Cleanliness of the taxi interior 5% 1% 4% 3%

Pleasant smell in the taxi 9% 4% 5% 5%

Information Information on where to find a taxi 17% 5% 5% 12%

Availability of information at taxi rank 15% 16% 10% 30%

Information on how to book a taxi 2% 2% 1% 1%

Information on my booking request 3% 3% 5% 6%

Information on fares including tolls 15% 11% 14% 10%

Information on location of available taxis 4% 0% 6% 20%

Customer Service Willingness of taxi driver to help 8% 5% 5% 3%

Knowledge of taxi driver to get you to your destination 9% 2% 4% 4%

Personal presentation of taxi driver 6% 2% 2% 4%

Ease of communicating with taxi driver 8% 2% 4% 4%

Staff on the phone responded to my needs 6% 4% 6% 2%

transport for nsw customer satisfaction index...customer satisfaction index may 2018 6 executive...

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