transport for nsw customer satisfaction index...the customer satisfaction index august 2017 and...

Transport for NSW

Customer Satisfaction IndexNovember 2017

Customer Satisfaction Index November 2017 2

Contents

Executive summary 3

Customer satisfaction methodology 4

August 2017 results 6

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

November 2017 results 11

Overall train network 12Overall bus regions 13Overall ferry routes 14Overall light rail 15


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 August 2017 and November 2017 independently brings together the voices of over 26,000 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-12 Nov-13 Nov-14 Nov-15 Nov-16 May-17 Aug-17 Nov-17

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

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

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

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


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 February 2017 and May 2017. In this report, we look at data from our August 2017 and November 2017 surveys.

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 August 2017 and November 2017 includes responses from more than 26,000 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.



August 2017 results

6


Overall train networkCustomer satisfaction 89% satisfied

How satisfied are you with this service?Timeliness

Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

5

514

88

44

53

76

455

96668

56

46

117

453

9

817

1312

99

85

1113

101213

1912

1312

12

1213

119

1213

1110

9

43

3632

3940

3939

3133

3937

464644

3840

404241

4342

4442

3940

3838

42

37

4831

3330

4243

5256

3836

363132

2837353231

3333

3637

2931

353637

89

91798582

9091

9194

8886

928988

8488878785

8888

91887985

858488

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

Summary

• Satisfaction with the train network decreased 1% pt compared to August 2016• 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 availability of information about service delays.

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.

% Partly to very satisfied% Dissatisfied


Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

7

1618

910

333

53

56

236

1275787

84

12172213

643

Overall bus regionsCustomer satisfaction 88% satisfied

11

1317

1516

978

75

1014

109

14

1712

13141415

1312

1515

1416

1111

9

46

3534

4139

434341

3434

4745

4846

41

384346

4542

44

4245

3934

3036

4142

46

31

2924

2824

404444

5155

3328

3538

30

243130282926

2933

262120

24

3030

32

88

77758480

939493

9194

9188

939385

788689868585

8489

79706477

828387

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



Summary

• Satisfaction with the bus network decreased 3% pts compared to August 2016• 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 availability of information about service delays.



Overall ferry routesCustomer satisfaction 98% satisfied

How satisfied are you with this serviceTimeliness

Safety & security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer service

2

2634

1

11

42

33

112

313111

21

4344

111

3

315

68

221

52

47

34

8

113

875

3

66

76

810

55

5

31

2530

3134

2726

24

2423

3637

3333

35

3933

3739

3838

3937

3635

3636

333338

64

6945

5851

6971

73

6571

5651

6261

52

4362

4950

5456

5154

5053

4646

575654

98

97909592

989899

9497

9695

989895

939795969697

9697

94949092

959596

0 20 40 60 80 100

This ferry turning up on timeFrequency of this ferry service


Feeling safe at the ferry wharfFeeling safe while on this ferry

This ferry being driven safely


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

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


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

Seat comfort on this ferryTemperature on this ferry

Personal space on this ferrySmoothness of this ferry trip

Cleanliness of the ferry wharfCleanliness of this ferry

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

Willingness of ferry staff to helpKnowledge of ferry staff

Presentation of ferry staff


Summary

• Satisfaction with the ferry network remained stable compared to August 2016• Customers were most satisfied with Safety & Security and Cleanliness, which include:

feeling safe while on this ferry and cleanliness of this ferry• Customers were least satisfied with frequency of ferry services.



Overall light railCustomer satisfaction 92% satisfied


Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

3

4568

333

32

44

325

57735

33

4476

897

5

512

87

211

53

34

223

612

54

14

11

4274

222

11

814

1010

976

97

811

87

10

1818

129

16

86

119

1313

88

6

41

4037

4342

4137

36

3231

4547

4747

46

4238

4854

40

4847

4444

4243

4244

45

40

4332

3532

4552

54

5157

4135

4042

35

2925

2930

24

4142

3641

3134

4038

40

92

91838785

959596

9294

9492

959692

8981889381

9696

92948790

898992

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


Summary

• Satisfaction with light rail decreased 1% pt compared to August 2016

• Customers were most satisfied with Safety & Security and Cleanliness, including: feelingsafe while on this light rail service and cleanliness of this light rail service

• Customers were least satisfied with personal space on light rail service.



November 2017 results

11


Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

6

6161111

44

63

79

455

98689

66

4596

543

Overall train networkCustomer satisfaction 89% satisfied

11

916

1415

109

87

1313

111314

1713

121414

1314

1213

1515

1212

11

47

3834

4039

4141

3535

4038

474745

414145

4341

4544

4543

4043

4041

43

31

42252724

3839

4752

3431

333029

2532302929

2929

3333

2729

3332

34

89

90758178

8990

9094

8782

908988

8386878684

8887

90898186

858587

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


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


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



Summary

• Satisfaction with the train network decreased 1% pt compared to November 2016

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

• Customers were least satisfied with Frequency of train service.



Overall bus regionsCustomer satisfaction 89% satisfied


Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

6

1415

79

323

43

46

327

1254677

73

12162114

543

11

1418

1314

768

64

1113

88

13

171212

1413

15

1311

1414

1615

1110

9

45

3737

4644

4140

41

3332

4445

4645

40

374246

4442

44

4346

4036

3237

4344

46

32

2923

2724

454845

5359

3630

3940

30

2535323031

26

2935

252118

23

3029

33

89

80778582

939594

9395

9188

929383

798990888685

8691

78726675

848388

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


Summary

• Satisfaction with the bus network remained stable compared to November 2016

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

• Customers were least satisfied with information about service delays.


How satisfied are you with this serviceTimeliness

Safety & security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer service

Overall ferry routesCustomer satisfaction 97% satisfied

2

3834

1

11

42

24

223

423211

32

4365

211

3

313

68

221

52

57

34

7

124

108

55

75

87

1010

45

5

32

2532

3233

2726

26

2423

3736

3534

36

3731

3639

3638

3938

3737

3436

343435

62

6843

5651

687072

6572

5551

5960

51

4362

4949

5555

4953

4849

4444

565656

97

96889591

989899

9497

9693

979794

929795959697

9696

93938890

959496

0 20 40 60 80 100

This ferry turning up on timeFrequency of this ferry service


Feeling safe at the ferry wharfFeeling safe while on this ferry

This ferry being driven safely


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

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


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

Seat comfort on this ferryTemperature on this ferry

Personal space on this ferrySmoothness of this ferry trip

Cleanliness of the ferry wharfCleanliness of this ferry

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

Willingness of ferry staff to helpKnowledge of ferry staff

Presentation of ferry staff



Summary

• Satisfaction with the ferry network decreased 1% pt compared to November 2016

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

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



Overall light railCustomer satisfaction 93% satisfied


Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

4

2448

312

43

45

225

59657

34

3386

9107

3

313

65

312

43

24

234

715

65

16

22

5375

442

8

916

913

645

54

1216

106

12

1616

1410

15

87

1210

1313

76

6

46

4337

4647

434140

3333

4343

4647

43

4433

4645

38

4747

4644

4046

4241

44

39

4330

3527

455252

5357

4032

3942

35

2726

2935

24

3941

3541

3230

383940

93

95839087

959797

9294

9491

959590

8875899177

9595

92958489

878691

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


Summary

• Satisfaction with light rail increased by 1% pt compared to November 2016

• Customers were most satisfied with Safety & Security and Cleanliness, including: feelingsafe while on this light rail service and cleanliness of this light rail service

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


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.

ISBN 978-1-925659-71-9M1270-1 2017

mailto:[email protected]

Transport for NSW

Customer Satisfaction IndexNovember 2017 Appendix

Customer Satisfaction Index November 2017

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

SW M

1270

-2 C

SI 2

017

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 87% 88% 91% 91% 89% 80% 89% 89% 86% 90% 82%

Timeliness This train turning up on time 89% 87% 92% 93% 88% 87% 92% 93% 87% 95% 85%

Frequency of this train service 72% 73% 74% 85% 73% 47% 73% 81% 76% 68% 49%

Journey time given the distance travelled 78% 81% 78% 87% 82% 76% 86% 81% 88% 76% 66%

Time to connect to other transport services 75% 77% 77% 84% 79% 72% 83% 83% 70% 81% 72%

Safety & Security Feeling safe at the train station 89% 89% 89% 91% 88% 89% 89% 90% 84% 88% 92%

Feeling safe while on this train 90% 89% 91% 92% 89% 88% 90% 92% 85% 89% 92%

Ticketing Ease of purchasing my ticket 90% 90% 91% 89% 91% 83% 86% 90% 89% 87% 89%

Ease of using my Opal card 94% 93% 94% 94% 92% 90% 93% 95% 92% 92% 96%

Convenience Ease of getting to the station 85% 87% 91% 88% 84% 90% 86% 89% 78% 86% 89%

Ease of connection with other modes of transport 79% 82% 85% 86% 81% 78% 86% 86% 75% 84% 84%

Accessibility Ease of accessing the train station 88% 90% 91% 91% 87% 91% 87% 92% 88% 89% 91%

Ease of getting on and off the train 90% 91% 93% 90% 89% 93% 87% 93% 87% 93% 91%

Usefulness of signs to help you find your way 89% 87% 92% 88% 88% 84% 86% 89% 88% 89% 86%

Comfort Comfort at the train station (shelter & seating) 82% 82% 88% 86% 81% 79% 85% 84% 85% 84% 83%

Seat availability on this train 84% 86% 90% 89% 86% 94% 93% 92% 92% 86% 85%

Seat comfort on this train 88% 86% 90% 91% 77% 86% 90% 86% 89% 83% 79%

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

Personal space on this train 81% 85% 85% 88% 84% 91% 90% 83% 91% 83% 84%

Cleanliness Cleanliness of the train station 87% 87% 89% 90% 81% 91% 92% 89% 87% 90% 92%

Cleanliness of this train 87% 87% 87% 91% 80% 86% 90% 89% 87% 86% 91%

Information Availability of arrival information for this train 90% 89% 93% 91% 85% 84% 87% 90% 85% 89% 87%

Availability of next stop information on this train 89% 90% 94% 89% 85% 82% 81% 87% 85% 93% 85%

Availability of information about service delays 80% 81% 87% 84% 78% 73% 82% 79% 72% 85% 72%

Ease of finding info (routes, stops, timetables) 86% 87% 91% 85% 86% 81% 85% 86% 81% 86% 81%

Customer Service Willingness of rail staff to help 84% 84% 90% 84% 85% 84% 87% 85% 89% 84% 87%

Knowledge of rail staff 84% 83% 88% 85% 87% 81% 89% 86% 87% 84% 85%

Presentation of rail staff 87% 85% 91% 88% 89% 82% 90% 89% 90% 87% 89%


SW M

1270

-2 C

SI 2

017

Train% 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 8% 5% 4% 4% 7% 13% 2% 4% 9% 7% 12%

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

Frequency of this train service 20% 18% 18% 7% 19% 44% 20% 12% 18% 25% 45%

Journey time given the distance travelled 12% 11% 14% 7% 10% 13% 4% 14% 7% 16% 27%

Time to connect to other transport services 12% 11% 11% 7% 12% 20% 6% 9% 16% 10% 18%

Safety & Security Feeling safe at the train station 5% 4% 4% 2% 7% 4% 2% 7% 10% 6% 4%

Feeling safe while on this train 5% 4% 4% 2% 6% 4% 4% 6% 9% 6% 4%

Ticketing Ease of purchasing my ticket 7% 5% 5% 7% 4% 11% 6% 5% 7% 8% 8%

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

Convenience Ease of getting to the station 8% 6% 4% 6% 8% 4% 4% 6% 13% 9% 6%

Ease of connection with other modes of transport 11% 7% 7% 7% 9% 17% 6% 8% 17% 8% 8%

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

Ease of getting on and off the train 4% 3% 4% 3% 4% 2% 4% 4% 10% 2% 6%

Usefulness of signs to help you find your way 4% 6% 5% 5% 5% 6% 4% 2% 7% 4% 7%

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

Seat availability on this train 10% 7% 6% 6% 7% 2% 2% 5% 5% 8% 10%

Seat comfort on this train 6% 6% 5% 4% 12% 6% 6% 11% 6% 9% 12%

Temperature on this train 7% 9% 7% 5% 13% 7% 5% 8% 6% 8% 12%

Personal space on this train 12% 8% 9% 6% 8% 3% 6% 11% 5% 11% 11%

Cleanliness Cleanliness of the train station 7% 6% 6% 4% 7% 3% 4% 5% 6% 6% 4%

Cleanliness of this train 7% 6% 7% 4% 11% 7% 5% 7% 7% 8% 5%

Information Availability of arrival information for this train 3% 4% 3% 4% 7% 9% 6% 4% 11% 4% 7%

Availability of next stop information on this train 4% 4% 3% 5% 8% 9% 9% 6% 11% 3% 7%

Availability of information about service delays 8% 10% 6% 8% 14% 15% 9% 12% 19% 6% 16%

Ease of finding info (routes, stops, timetables) 6% 7% 5% 6% 7% 8% 9% 6% 11% 4% 12%

Customer Service Willingness of rail staff to help 3% 4% 4% 7% 7% 4% 3% 4% 6% 5% 4%

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

Presentation of rail staff 3% 3% 4% 4% 3% 5% 3% 2% 3% 3% 2%


SW M

1270

-2 C

SI 2

017

Customer Satisfaction Index November 2017Bus% 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 86% 90% 91% 89% 91% 85% 87% 93% 89% 93% 92% 91% 93% 91%

Timeliness This bus turning up on time 77% 83% 84% 86% 84% 73% 74% 92% 81% 83% 90% 84% 85% 82%

Frequency of this bus service 79% 84% 84% 82% 77% 75% 74% 87% 76% 78% 70% 79% 79% 81%

Journey time given the distance travelled 89% 89% 92% 86% 92% 83% 87% 95% 81% 90% 93% 91% 88% 90%

Time to connect to other transport services 83% 85% 87% 83% 86% 81% 79% 90% 81% 83% 84% 85% 82% 85%

Safety & Security Feeling safe at the bus stop 90% 89% 92% 95% 93% 93% 93% 95% 93% 93% 98% 92% 97% 90%

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

This bus being driven safely 92% 94% 94% 93% 93% 93% 95% 99% 93% 96% 97% 94% 97% 92%

Ticketing Ease of purchasing my ticket 91% 94% 95% 94% 92% 91% 92% 97% 93% 95% 93% 92% 94% 93%

Ease of using my Opal card 95% 96% 97% 96% 94% 94% 95% 97% 95% 98% 97% 96% 97% 94%

Convenience Ease of getting to the bus stop 91% 91% 94% 88% 95% 92% 88% 91% 93% 93% 94% 95% 91% 92%

Ease of connection with other modes of transport 89% 88% 91% 88% 92% 86% 83% 96% 89% 90% 89% 88% 87% 89%

Accessibility Ease of accessing the bus stop 93% 93% 94% 92% 94% 92% 91% 94% 93% 94% 95% 95% 95% 94%

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

Usefulness of signs to help you find your way 88% 92% 90% 87% 88% 80% 79% 90% 80% 90% 90% 90% 84% 91%

Comfort Comfort at the bus stop (shelter & seating) 78% 86% 86% 83% 83% 77% 76% 81% 78% 84% 84% 82% 77% 83%

Seat availability on this bus 91% 95% 93% 90% 96% 86% 89% 95% 87% 96% 98% 96% 94% 93%

Seat comfort on this bus 92% 94% 93% 92% 92% 90% 89% 92% 86% 95% 94% 95% 94% 92%

Temperature on this bus 88% 94% 90% 81% 88% 90% 88% 93% 85% 92% 93% 93% 91% 92%

Personal space on this bus 89% 94% 91% 86% 94% 83% 87% 89% 83% 96% 94% 94% 93% 92%

Smoothness of this bus trip 87% 92% 88% 84% 87% 80% 88% 86% 83% 95% 91% 90% 92% 89%

Cleanliness Cleanliness of the bus stop 82% 84% 89% 86% 85% 83% 87% 92% 85% 90% 91% 87% 89% 85%

Cleanliness of this bus 92% 91% 93% 92% 88% 90% 92% 95% 89% 94% 98% 93% 96% 94%

Information Availability of arrival information for this bus 84% 87% 84% 84% 85% 73% 77% 82% 75% 80% 88% 84% 84% 86%

Availability of next stop information on this bus 81% 84% 81% 78% 80% 66% 71% 75% 67% 77% 80% 80% 73% 82%

Availability of information about service delays 73% 79% 76% 70% 72% 63% 64% 71% 62% 75% 70% 70% 64% 77%

Ease of finding info (routes, stops, timetables) 83% 86% 81% 83% 78% 72% 75% 83% 72% 78% 78% 82% 78% 84%

Customer Service Willingness of bus staff to help 85% 90% 88% 84% 83% 81% 82% 95% 82% 88% 95% 89% 92% 88%

Knowledge of bus staff 85% 92% 87% 82% 83% 80% 83% 95% 80% 87% 97% 86% 91% 87%

Presentation of bus staff 90% 93% 91% 89% 87% 86% 87% 93% 85% 90% 97% 91% 95% 91%


SW M

1270

-2 C

SI 2

017

Customer Satisfaction Index November 2017Bus% 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% 7% 5% 6% 4% 7% 8% 0% 5% 4% 4% 6% 4% 5%

Timeliness This bus turning up on time 17% 12% 10% 10% 10% 20% 19% 2% 14% 14% 10% 11% 12% 13%

Frequency of this bus service 14% 12% 11% 11% 16% 16% 18% 5% 16% 17% 22% 17% 14% 14%

Journey time given the distance travelled 6% 5% 3% 8% 3% 8% 6% 3% 9% 4% 2% 4% 6% 5%

Time to connect to other transport services 8% 9% 6% 9% 7% 7% 11% 4% 9% 10% 9% 10% 7% 9%

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

Feeling safe while on this bus 3% 4% 3% 2% 3% 2% 1% 0% 4% 1% 0% 3% 1% 3%

This bus being driven safely 4% 3% 4% 4% 4% 4% 2% 0% 3% 1% 1% 3% 2% 4%

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

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

Convenience Ease of getting to the bus stop 3% 5% 4% 8% 3% 3% 6% 4% 4% 3% 3% 3% 5% 3%

Ease of connection with other modes of transport 4% 7% 5% 7% 4% 7% 7% 1% 5% 5% 8% 8% 5% 6%

Accessibility Ease of accessing the bus stop 3% 5% 3% 4% 2% 3% 4% 1% 3% 2% 2% 2% 4% 3%

Ease of getting on and off this bus 2% 4% 3% 2% 4% 3% 3% 0% 3% 2% 1% 1% 1% 3%

Usefulness of signs to help you find your way 4% 3% 5% 7% 3% 8% 8% 3% 8% 3% 3% 5% 6% 3%

Comfort Comfort at the bus stop (shelter & seating) 13% 8% 9% 11% 10% 12% 15% 8% 12% 10% 10% 12% 13% 11%

Seat availability on this bus 4% 3% 5% 7% 1% 6% 5% 1% 6% 1% 1% 2% 3% 4%

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

Temperature on this bus 6% 4% 6% 12% 7% 5% 6% 2% 7% 4% 3% 3% 6% 4%

Personal space on this bus 4% 4% 6% 7% 3% 8% 8% 4% 9% 1% 2% 2% 3% 4%

Smoothness of this bus trip 6% 4% 5% 10% 7% 10% 6% 4% 7% 3% 4% 4% 4% 6%

Cleanliness Cleanliness of the bus stop 9% 9% 5% 7% 7% 10% 7% 6% 7% 4% 7% 8% 7% 8%

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

Information Availability of arrival information for this bus 9% 5% 10% 10% 5% 14% 14% 7% 14% 11% 5% 7% 8% 7%

Availability of next stop information on this bus 9% 5% 9% 14% 8% 18% 17% 14% 21% 11% 12% 11% 15% 8%

Availability of information about service delays 15% 9% 14% 19% 13% 22% 26% 14% 23% 14% 17% 18% 21% 12%

Ease of finding info (routes, stops, timetables) 9% 5% 11% 11% 7% 16% 14% 11% 15% 10% 13% 9% 12% 9%

Customer Service Willingness of bus staff to help 7% 5% 5% 6% 5% 6% 4% 0% 5% 3% 2% 5% 1% 6%

Knowledge of bus staff 5% 3% 5% 5% 3% 4% 3% 0% 4% 4% 1% 3% 1% 4%

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


SW M

1270

-2 C

SI 2

017

Customer Satisfaction Index November 2017Bus% 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 96% 92% 95% 96% 87% 95% 94% 96% 97% 92% 96% 93%

Timeliness This bus turning up on time 95% 90% 91% 93% 66% 92% 93% 94% 96% 89% 97% 90%

Frequency of this bus service 85% 76% 78% 90% 68% 85% 91% 82% 82% 81% 78% 87%

Journey time given the distance travelled 94% 90% 89% 95% 83% 94% 92% 94% 94% 90% 94% 90%

Time to connect to other transport services 89% 79% 88% 90% 68% 85% 86% 84% 91% 88% 86% 84%

Safety & Security Feeling safe at the bus stop 94% 89% 92% 93% 86% 95% 97% 95% 93% 95% 94% 93%

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

This bus being driven safely 98% 95% 99% 98% 94% 97% 97% 97% 96% 95% 98% 94%

Ticketing Ease of purchasing my ticket 92% 88% 91% 92% 90% 93% 95% 95% 92% 88% 95% 92%

Ease of using my Opal card 93% 94% 95% 97% 91% 95% 97% 97% 97% 91% 95% 95%

Convenience Ease of getting to the bus stop 90% 89% 91% 95% 88% 94% 95% 94% 94% 94% 96% 91%

Ease of connection with other modes of transport 89% 83% 89% 93% 74% 93% 91% 90% 94% 87% 92% 87%

Accessibility Ease of accessing the bus stop 94% 90% 95% 96% 89% 95% 97% 94% 96% 94% 97% 96%

Ease of getting on and off this bus 96% 92% 98% 97% 94% 97% 96% 94% 95% 95% 97% 93%

Usefulness of signs to help you find your way 92% 86% 95% 93% 84% 92% 91% 87% 90% 88% 94% 91%

Comfort Comfort at the bus stop (shelter & seating) 81% 70% 81% 72% 72% 76% 84% 84% 86% 82% 77% 84%

Seat availability on this bus 98% 95% 96% 98% 94% 98% 99% 94% 96% 96% 97% 95%

Seat comfort on this bus 95% 90% 93% 98% 92% 97% 96% 95% 95% 95% 97% 94%

Temperature on this bus 97% 90% 94% 95% 89% 98% 96% 90% 94% 95% 97% 94%

Personal space on this bus 98% 94% 94% 98% 92% 99% 96% 95% 95% 96% 98% 97%

Smoothness of this bus trip 92% 90% 92% 96% 88% 94% 95% 94% 92% 95% 97% 92%

Cleanliness Cleanliness of the bus stop 88% 82% 89% 87% 81% 95% 94% 89% 94% 89% 93% 92%

Cleanliness of this bus 97% 92% 95% 98% 91% 99% 98% 96% 96% 97% 98% 93%

Information Availability of arrival information for this bus 93% 78% 88% 91% 72% 93% 93% 86% 89% 84% 92% 90%

Availability of next stop information on this bus 88% 76% 84% 92% 65% 87% 88% 82% 87% 81% 87% 85%

Availability of information about service delays 86% 66% 80% 82% 53% 68% 82% 73% 80% 72% 80% 82%

Ease of finding info (routes, stops, timetables) 91% 76% 91% 90% 61% 81% 90% 81% 84% 78% 87% 87%

Customer Service Willingness of bus staff to help 95% 90% 96% 97% 86% 95% 93% 92% 95% 91% 96% 92%

Knowledge of bus staff 95% 86% 96% 96% 86% 96% 94% 93% 95% 93% 95% 92%

Presentation of bus staff 98% 90% 97% 98% 88% 96% 95% 95% 95% 97% 97% 96%


SW M

1270

-2 C

SI 2

017

Customer Satisfaction Index November 2017Bus% 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 1% 3% 2% 2% 6% 3% 1% 2% 1% 4% 2% 4%

Timeliness This bus turning up on time 2% 8% 6% 3% 26% 6% 3% 3% 3% 7% 2% 8%

Frequency of this bus service 12% 16% 19% 6% 22% 13% 6% 15% 9% 15% 18% 9%

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

Time to connect to other transport services 6% 10% 4% 4% 18% 9% 6% 12% 3% 7% 8% 7%

Safety & Security Feeling safe at the bus stop 1% 3% 5% 3% 9% 4% 1% 3% 2% 2% 2% 3%

Feeling safe while on this bus 0% 2% 1% 0% 4% 1% 1% 2% 0% 3% 1% 4%

This bus being driven safely 0% 1% 0% 1% 3% 1% 0% 2% 0% 3% 1% 4%

Ticketing Ease of purchasing my ticket 4% 7% 7% 5% 6% 5% 1% 3% 6% 10% 3% 6%

Ease of using my Opal card 2% 4% 5% 1% 4% 4% 2% 1% 1% 8% 2% 3%

Convenience Ease of getting to the bus stop 4% 5% 6% 2% 5% 4% 3% 4% 1% 3% 3% 4%

Ease of connection with other modes of transport 3% 7% 5% 6% 9% 6% 5% 6% 3% 6% 5% 5%

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

Ease of getting on and off this bus 1% 2% 0% 2% 2% 1% 3% 3% 2% 3% 2% 3%

Usefulness of signs to help you find your way 2% 4% 2% 4% 8% 3% 3% 5% 1% 7% 3% 3%

Comfort Comfort at the bus stop (shelter & seating) 10% 19% 17% 23% 19% 17% 10% 10% 7% 14% 19% 7%

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

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

Temperature on this bus 0% 4% 2% 2% 5% 1% 1% 4% 1% 4% 2% 3%

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

Smoothness of this bus trip 4% 4% 4% 0% 5% 2% 2% 2% 3% 4% 1% 4%

Cleanliness Cleanliness of the bus stop 6% 11% 6% 9% 12% 4% 3% 5% 1% 8% 5% 3%

Cleanliness of this bus 1% 2% 2% 0% 6% 0% 1% 1% 0% 2% 0% 3%

Information Availability of arrival information for this bus 2% 15% 9% 6% 17% 3% 3% 8% 4% 10% 6% 5%

Availability of next stop information on this bus 4% 14% 10% 4% 20% 5% 5% 11% 6% 12% 9% 8%

Availability of information about service delays 4% 21% 13% 10% 30% 22% 9% 14% 10% 16% 14% 8%

Ease of finding info (routes, stops, timetables) 3% 16% 6% 7% 24% 11% 5% 10% 7% 14% 9% 8%

Customer Service Willingness of bus staff to help 1% 3% 1% 1% 7% 2% 3% 4% 1% 3% 1% 3%

Knowledge of bus staff 1% 5% 2% 1% 6% 0% 2% 2% 0% 2% 1% 3%

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


SW M

1270

-2 C

SI 2

017

Customer Satisfaction Index November 2017Ferry% 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% 97% 98% 98% 96% 96% 97%

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

Frequency of this ferry service 90% 83% 90% 83% 84% 88% 91%

Journey time given the distance travelled 93% 93% 96% 98% 96% 97% 94%

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

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

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

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

Ticketing Ease of purchasing my ticket 94% 96% 95% 93% 94% 94% 94%

Ease of using my Opal card 93% 93% 91% 91% 93% 92% 90%

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

Ease of connection with other modes of transport 93% 92% 91% 95% 93% 95% 94%

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

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

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

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

Seat availability on this ferry 97% 96% 98% 99% 97% 98% 98%

Seat comfort on this ferry 93% 94% 96% 96% 94% 98% 95%

Temperature on this ferry 95% 95% 94% 98% 95% 98% 96%

Personal space on this ferry 95% 94% 98% 98% 97% 99% 97%

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

Cleanliness Cleanliness of the ferry wharf 95% 96% 97% 95% 94% 96% 95%

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

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

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

Availability of information about service delays 87% 86% 91% 90% 90% 87% 91%

Ease of finding info (routes, stops, timetables) 90% 90% 90% 93% 91% 91% 92%

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

Knowledge of ferry staff 94% 94% 95% 94% 96% 95% 96%

Presentation of ferry staff 95% 96% 95% 96% 96% 96% 96%


SW M

1270

-2 C

SI 2

017

Customer Satisfaction Index November 2017Ferry% 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% 2% 1% 1% 2% 3% 1%

Timeliness This ferry turning up on time 2% 3% 3% 2% 2% 4% 2%

Frequency of this ferry service 6% 14% 5% 14% 12% 9% 5%

Journey time given the distance travelled 4% 5% 2% 1% 2% 2% 2%

Time to connect to other transport services 4% 4% 5% 3% 1% 3% 2%

Safety & Security Feeling safe at the ferry wharf 1% 3% 1% 1% 1% 1% 1%

Feeling safe while on this ferry 0% 2% 0% 0% 1% 1% 0%

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

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

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

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

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

Accessibility Ease of accessing the ferry wharf 1% 2% 2% 5% 2% 1% 1%

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

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

Comfort Comfort at the ferry wharf (shelter & seating) 5% 4% 3% 4% 4% 6% 2%

Seat availability on this ferry 2% 2% 1% 0% 3% 1% 1%

Seat comfort on this ferry 3% 4% 2% 2% 4% 1% 2%

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

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

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

Cleanliness Cleanliness of the ferry wharf 3% 3% 1% 3% 4% 1% 2%

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

Information Availability of arrival information for this ferry 4% 5% 3% 3% 3% 5% 2%

Availability of next stop information on this ferry 3% 6% 3% 2% 4% 3% 2%

Availability of information about service delays 5% 8% 5% 4% 4% 9% 3%

Ease of finding info (routes, stops, timetables) 5% 6% 5% 4% 5% 7% 3%

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

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

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

TfN

SW M

1270

-2 C

SI 2

017

Customer Satisfaction Index November 2017Taxi% 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% 85% 84% 82%

Timeliness Availability of taxi service 85% 87% 82% 83%

Taxi arrived on time 82% 88% 83% 84%

Journey time given the distance travelled 86% 92% 93% 90%

Traffic flow 74% 89% 90% 88%

Safety & Security Feeling safe while in the taxi 88% 95% 92% 91%

Feeling safe at the taxi rank 91% 93% 90% 89%

The taxi was driven safely 89% 94% 94% 91%

Security features provided in the taxi 86% 87% 90% 88%

Payment Ease of payment 90% 95% 93% 90%

Charged correct fare 88% 90% 89% 90%

Reasonableness of fare charged 75% 77% 73% 72%

Reasonablenessof yor payment method surcharge 73% 77% 71% 68%

Convenience Ease of booking the taxi 87% 90% 87% 88%

Ease of finding the taxi rank 90% 97% 90% 92%

Convenience of drop off at destination 89% 96% 96% 91%

Accessibility Ease of getting in and out of the taxi 91% 98% 96% 92%

Adequate space during the trip 91% 98% 96% 92%

Comfort Comfort at taxi rank (e.g. shelter & seating) 80% 78% 82% 76%

Comfort within the taxi 90% 94% 93% 92%

Temperature level in the taxi 88% 92% 93% 91%

Cleanliness Cleanliness of the taxi rank 86% 77% 88% 76%

Cleanliness of the taxi interior 87% 89% 95% 90%

Pleasant smell in the taxi 80% 84% 86% 84%

Information Information on where to find a taxi 72% 75% 81% 66%

Availability of information at taxi rank 67% 51% 78% 61%

Information on how to book a taxi 85% 86% 84% 85%

Information on my booking request 83% 82% 83% 82%

Information on fares including tolls 70% 65% 64% 63%

Information on location of available taxis 87% 69% 78% 69%

Customer Service Willingness of taxi driver to help 80% 82% 83% 79%

Knowledge of taxi driver to get you to your destination 83% 90% 86% 84%

Personal presentation of taxi driver 84% 87% 93% 86%

Ease of communicating with taxi driver 83% 88% 88% 85%

Staff on the phone responded to my needs 80% 79% 82% 83%


SW M

1270

-2 C

SI 2

017

Customer Satisfaction Index November 2017

© State of New South Wales through the Director General of Transport for NSW, 2017 ISBN 978-1-925659-71-9

Taxi% 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% 8% 11% 10%

Timeliness Availability of taxi service 7% 8% 10% 6%

Taxi arrived on time 7% 7% 13% 6%

Journey time given the distance travelled 7% 1% 4% 3%

Traffic flow 13% 2% 3% 2%

Safety & Security Feeling safe while in the taxi 4% 2% 4% 2%

Feeling safe at the taxi rank 4% 2% 7% 5%

The taxi was driven safely 6% 3% 3% 3%

Security features provided in the taxi 3% 2% 2% 1%

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

Charged correct fare 4% 2% 5% 2%

Reasonableness of fare charged 13% 13% 18% 16%

Reasonablenessof yor payment method surcharge 9% 7% 12% 9%

Convenience Ease of booking the taxi 6% 7% 7% 2%

Ease of finding the taxi rank 4% 0% 7% 3%

Convenience of drop off at destination 5% 0% 1% 2%

Accessibility Ease of getting in and out of the taxi 2% 0% 2% 2%

Adequate space during the trip 2% 0% 2% 2%

Comfort Comfort at taxi rank (e.g. shelter & seating) 8% 15% 10% 12%

Comfort within the taxi 4% 3% 4% 2%

Temperature level in the taxi 4% 1% 4% 2%

Cleanliness Cleanliness of the taxi rank 5% 12% 9% 4%

Cleanliness of the taxi interior 6% 5% 3% 3%

Pleasant smell in the taxi 10% 7% 6% 6%

Information Information on where to find a taxi 10% 8% 15% 6%

Availability of information at taxi rank 12% 15% 9% 12%

Information on how to book a taxi 4% 5% 4% 2%

Information on my booking request 6% 9% 6% 6%

Information on fares including tolls 11% 14% 16% 12%

Information on location of available taxis 6% 0% 17% 0%

Customer Service Willingness of taxi driver to help 7% 5% 6% 5%

Knowledge of taxi driver to get you to your destination 8% 3% 7% 7%

Personal presentation of taxi driver 6% 4% 3% 3%

Ease of communicating with taxi driver 8% 3% 6% 5%

Staff on the phone responded to my needs 4% 10% 9% 5%

mailto:[email protected]

Transport for NSW

Roads Customer Satisfaction IndexNovember 2017

Roads Customer Satisfaction Index November 2017 2

Contents

Executive summary 3



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


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 November 2017 independently brings together the voices of over 4,000 customers, and demonstrates current satisfaction levels across all transport modes for roads.

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 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

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

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

Motorcycle 86% 83% 86% 82% 86%

Bicycle 84% 82% 85% 87% 88%

Walking 85% 86% 85% 85% 86%



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 2017 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.



6


Customer satisfaction

Private vehicle

85% satisfied

How satisfied were you with your most recent trip

Journey Time Reliability

Safety

Road Quality & Design

Signage & Markings

Information

Customer Service

Licensing & Registration

Tolling

4

10

8

13

15

6

6

6

13

18

14

12

16

13

5

6

5

5

22

5

4

3

7

12

3

4

4

7

13

9

10

10

13

17

12

12

14

15

17

15

12

13

17

11

13

11

10

13

11

12

10

12

10

10

11

9

15

11

43

39

40

38

38

44

46

44

42

38

42

44

37

36

47

44

47

45

21

43

36

38

27

23

37

36

41

29

32

33

33

33

27

18

29

22

24

19

17

19

19

18

16

26

25

26

26

17

24

21

22

32

34

40

38

33

33

32

85

82

83

78

73

84

80

83

76

72

75

75

68

69

84

83

84

81

51

78

69

69

71

67

88

86

83

78

75

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


Summary

• Satisfaction with private vehicle trips increased 2% pts compared to November 2016

• Customers were most satisfied with Licensing & Registration and Signage & Markingsincluding: 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 satisfactionHeavy vehicle

61% satisfied

19

1112

13

1216

1511

11

1719

1615

1414

1414

14

1116

9

1011

1930

65

912

13

1112

34

5553

50

1941

495260

3628

3846

3245

5958

52

5441

54

4442

4139

4952

434464

2727

7

1011

9

3109

126

544

833

877

111111

58

150

2326

420

8

34

61

757672

3566727576

585158694862

817973

766873

59607469

7883

557584

4143

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


Summary

• Satisfaction with heavy vehicle trips decreased 5% pts compared to November 2016

• Customers were most satisfied with Licensing & Registration and Signage & Markingsincluding: ease to apply/renew/update vehicle driver’s license and adequacy of directionsigns

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

How satisfied were you with your last tripJourney Time Reliability

Safety


Signage & Markings

Information

Customer Service


Tolling

Facilities

30

171620

5527171111

354234234329

101118

1016

9

6408

118

2300

5247




Customer satisfactionMotorcycle

86% satisfied

How satisfied were you with your most recent tripJourney Time Reliability

Safety


Signage & Markings

Information

Customer Service


Tolling

9

81115

2216151011

162318171711

81112

1016

57

88

1013

66

61011

12

1212

13

1416

171314

1813

1917

1513

151211

1318

1913

1311

1714

1516

2012

12

48

3936

36

3335

3331

40

3533

3435

3741

4541

40

4335

3844

34303843

4246

3144

40

26

2830

24

172119

3121

18181917

1917

1920

22

2215

2223

22272422

2822

3731

26

86

797773

6472697575

716572697171

797373

78687979

70687879

8584

878678

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


Summary

• Satisfaction with motorcycle trips was stable compared to November 2016

• Customers were most satisfied with Licensing & Registration and Tolling including: ease toapply/renew/update vehicle registration and ease of applying for an e-Tag




Bicycle Customer satisfaction 88% satisfied

How satisfied were you with your last trip


Safety


Signage & Markings

Information

Facilities

3

2

3

7

23

17

13

23

17

17

18

10

7

11

10

14

13

11

10

9

14

12

12

17

16

18

12

16

16

12

13

16

17

8

49

40

42

42

37

40

38

33

35

38

39

32

42

39

33

34

36

28

34

33

24

15

22

18

16

20

23

17

26

21

22

21

23

21

88

85

84

79

64

75

73

65

73

72

72

74

75

74

70

74

65

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

Summary

• Satisfaction with bicycle trips increased 3% pts compared to November 2016

• Customers were most satisfied with Journey Time Reliability including: travel timeconsidering the distance travelled and reliability of travel time





Customer satisfactionWalking

86% satisfied

How satisfied were you with your last trip


Safety


Signage & Markings

Information

Facilities

3

2

2

6

9

7

10

9

12

12

6

5

3

10

7

5

10

8

6

10

12

10

15

13

18

17

12

12

8

15

12

11

44

43

42

43

41

37

38

41

40

41

43

41

38

43

44

42

33

36

38

32

26

37

26

26

20

21

27

25

28

23

26

32

86

87

87

84

79

85

79

80

78

79

81

77

74

81

82

85

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


Summary

• Satisfaction with walking trips increased 1% pt compared to November 2016

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

• Customers were least satisfied with availability of information to help plan your trip.





ISBN 978-1-925659-72-6M1270-3 2017

[email protected]

Transport for NSW

Point to Point Customer Satisfaction IndexNovember 2017

Point to Point Customer Satisfaction Index — November 2017 2

Contents

Executive summary 3



Urban Taxi Network 7Rideshare 8Hire Car 9


Executive summary



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 November 2017 independently brings together the voices of over 3,800 customers, and demonstrates current satisfaction levels across Point to Point transport.

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

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

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

Mode Nov 2013

Nov 2014

Nov 2015

May 2016

Nov 2016

May 2017

Nov 2017

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

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

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



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 November 2017 includes responses from more than 3,800 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.



6

Customer satisfactionUrban Taxi Network

84% satisfied


Safety & Security

Payment

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

7

886

11

4453

44

149

644

22

944

669

1012

46

126

68575

10

129

1015

787

8

78

1412

1158

86

15810

129

12

129

98

1210

1311

1012

9

43

434047

42

424343

45

4344

3939

394239

4345

4149

49

4846

45

3435

4039

3638

4242474543

32

303430

20

393940

34

4037

2222

374443

4141

233330

2533

24

2622

3636

2137

2531282729

84

84838777

89919087

90887573

879190

9292

809089

858881

726685836985

8083858481

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




Summary

• Satisfaction with taxi services remained stable compared to November 2016

• Customers were most satisfied with Safety and Accessibility, including: feeling safe at thetaxi rank and adequate space during the trip

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


Customer satisfactionRideshare

91% satisfied


Safety & Security

Payment

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

3

4

3

3

7

2

2

2

1

4

5

2

2

2

2

3

2

2

2

3

2

2

2

3

2

3

2

2

4

8

10

12

10

12

9

9

8

8

10

13

8

7

7

8

11

9

11

7

10

6

7

8

12

7

10

8

7

11

36

44

40

43

43

40

40

44

33

41

39

33

36

40

40

41

41

42

38

40

41

43

38

40

38

39

41

39

41

48

35

39

39

27

43

44

38

54

39

36

51

50

46

45

38

43

40

47

40

45

42

46

37

46

41

43

46

32

91

89

91

92

83

92

93

90

94

90

88

93

93

93

93

90

93

92

93

90

92

92

93

89

90

90

92

92

85

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



Summary

• November 2017 was the first customer satisfaction survey for Rideshare during a Novemberperiod

• Customers were most satisfied with Convenience and Comfort, including: convenience ofdrop off at destination and comfort within the rideshare vehicle

• Customers were least satisfied with traffic flow.


Customer satisfactionHire Car

88% satisfied


Summary

• November 2017 was the first customer satisfaction survey for Hire Car during a Novemberperiod

• Customers were most satisfied with Comfort and Customer Service, including: comfortwithin the hire car vehicle and ease of communicating with hire car driver

• 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

6

4

4

7

3

3

4

3

4

5

4

3

4

4

4

3

3

5

3

3

3

3

3

3

3

3

4

10

13

12

12

18

11

10

13

12

10

18

12

14

11

12

12

14

10

12

9

10

11

14

7

8

10

10

11

40

39

38

40

39

39

37

40

39

40

38

40

37

39

36

40

39

38

38

34

40

41

39

32

35

36

36

38

39

34

37

35

25

41

42

30

37

38

31

37

38

39

41

38

36

42

37

45

38

39

36

51

47

45

46

39

88

86

87

87

82

90

90

83

88

87

86

89

89

89

88

90

89

90

87

88

88

91

89

90

90

91

92

88

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


M1303- 2017




[email protected]

transport for nsw customer satisfaction index...the customer satisfaction index august 2017 and...

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