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
Customer Satisfaction Index November 2017 3
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%
Customer Satisfaction Index November 2017 4
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
Customer Satisfaction Index November 2017 5
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.
Customer satisfaction methodology
Customer Satisfaction Index November 2017 6
August 2017 results
6
Customer Satisfaction Index November 2017 7
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
How satisfied are you with this service?Timeliness
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
Journey time given the distance travelledTime to connect to other transport services
Feeling safe at the bus stopFeeling safe while on this bus
This bus being driven safely
Ease of purchasing my ticketEase of using my Opal Card
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
Usefulness of signs to help you find your way
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
% Partly to very satisfied% Dissatisfied
Customer Satisfaction Index November 2017 8
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.
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.
Customer Satisfaction Index November 2017 9
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
Journey time given the distance travelledTime to connect to other transport services
Feeling safe at the ferry wharfFeeling safe while on this ferry
This ferry being driven safely
Ease of purchasing my ticketEase of using my Opal Card
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
Usefulness of signs to help you find your way
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
% Partly to very satisfied% Dissatisfied
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.
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.
Customer Satisfaction Index November 2017 10
Overall light railCustomer satisfaction 92% satisfied
How satisfied are you with this service?Timeliness
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
Journey time given the distance travelledTime to connect to other transport services
Feeling safe at the light rail station/stopFeeling safe while on this light rail service
This light rail service being driven safely
Ease of purchasing my ticketEase of using my Opal Card
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
% Partly to very satisfied% Dissatisfied
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.
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.
Customer Satisfaction Index November 2017 11
November 2017 results
11
How satisfied are you with this service?Timeliness
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
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
% Partly to very satisfied% Dissatisfied
Customer Satisfaction Index November 2017 12
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.
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.
Customer Satisfaction Index November 2017 13
Overall bus regionsCustomer satisfaction 89% satisfied
How satisfied are you with this service?Timeliness
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
Journey time given the distance travelledTime to connect to other transport services
Feeling safe at the bus stopFeeling safe while on this bus
This bus being driven safely
Ease of purchasing my ticketEase of using my Opal Card
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
Usefulness of signs to help you find your way
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
% Partly to very satisfied% Dissatisfied
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.
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.
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
Journey time given the distance travelledTime to connect to other transport services
Feeling safe at the ferry wharfFeeling safe while on this ferry
This ferry being driven safely
Ease of purchasing my ticketEase of using my Opal Card
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
Usefulness of signs to help you find your way
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
% Partly to very satisfied% Dissatisfied
Customer Satisfaction Index November 2017 14
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.
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.
Customer Satisfaction Index November 2017 15
Overall light railCustomer satisfaction 93% satisfied
How satisfied are you with this service?Timeliness
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
Journey time given the distance travelledTime to connect to other transport services
Feeling safe at the light rail station/stopFeeling safe while on this light rail service
This light rail service being driven safely
Ease of purchasing my ticketEase of using my Opal Card
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
% Partly to very satisfied% Dissatisfied
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.
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.
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
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%
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 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%
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
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%
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
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%
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
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%
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
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%
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
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%
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
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%
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
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%
Transport for NSW
Roads Customer Satisfaction IndexNovember 2017
Roads Customer Satisfaction Index November 2017 2
Contents
Executive summary 3
Customer satisfaction methodology 4
November 2017 results 6
Private vehicle 7Heavy vehicle 8Motorcycle 9Bicycle 10Walking 11
Roads Customer Satisfaction Index November 2017 3
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%
Roads Customer Satisfaction Index November 2017 4
Customer satisfaction methodology
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.
Dissatisfied Satisfied
1 2 3 4 5 6 7
Very Dissatisfied
DissatisfiedPartly
Dissatisfied
Neither Satisfied nor 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.
Roads Customer Satisfaction Index November 2017 5
Customer satisfaction methodology
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.
Roads Customer Satisfaction Index November 2017 6
November 2017 results
6
Roads Customer Satisfaction Index November 2017 7
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
% Partly to very satisfied% Dissatisfied
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.
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.
Roads Customer Satisfaction Index November 2017 8
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
Adequacy of road signs and warnings
Clarity of road rulesInformation about road closures/delays before driving
Availability of information to help plan your trip
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
Ease of enquiring about tolling
Availability of rest areas for heavy vehiclesQuality of rest areas for heavy vehicles
% Partly to very satisfied% Dissatisfied
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
Road Quality & Design
Signage & Markings
Information
Customer Service
Licensing & Registration
Tolling
Facilities
30
171620
5527171111
354234234329
101118
1016
9
6408
118
2300
5247
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
Roads Customer Satisfaction Index November 2017 9
Customer satisfactionMotorcycle
86% satisfied
How satisfied were you with your most recent tripJourney Time Reliability
Safety
Road Quality & Design
Signage & Markings
Information
Customer Service
Licensing & Registration
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
Adequacy of road signs and warnings
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
Ease of enquiring about tolling
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
• Customers were least satisfied with safe and courteous driving by others.
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.
Roads Customer Satisfaction Index November 2017 10
Bicycle Customer satisfaction 88% satisfied
How satisfied were you with your last trip
Journey Time Reliability
Safety
Road Quality & Design
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
Travel time considering the distance you travelled
Reliability of travel time
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
Availability of information to help plan your trip
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
• Customers were least satisfied with safe and courteous driving by others.
% 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.
Roads Customer Satisfaction Index November 2017 11
Customer satisfactionWalking
86% satisfied
How satisfied were you with your last trip
Journey Time Reliability
Safety
Road Quality & Design
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
Travel time considering the distance you travelled
Reliability of travel time
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
Availability of information to help plan your trip
Cleanliness of footpaths/streets
Ease of walking for connecting to public transport
Access to schools/shops/workplaces or public spaces
% Partly to very satisfied% Dissatisfied
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.
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.
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 978-1-925659-72-6M1270-3 2017
Transport for NSW
Point to Point Customer Satisfaction IndexNovember 2017
Point to Point Customer Satisfaction Index — November 2017 2
Contents
Executive summary 3
Customer satisfaction methodology 4
November 2017 results 6
Urban Taxi Network 7Rideshare 8Hire Car 9
Point to Point Customer Satisfaction Index — November 2017 3
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 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%
Point to Point Customer Satisfaction Index — November 2017 4
Customer satisfaction methodology
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.
Dissatisfied Satisfied
1 2 3 4 5 6 7
Very Dissatisfied
DissatisfiedPartly
Dissatisfied
Neither Satisfied nor 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.
Point to Point Customer Satisfaction Index — November 2017 5
Customer satisfaction methodology
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.
Point to Point Customer Satisfaction Index — November 2017 6
November 2017 results
6
Customer satisfactionUrban Taxi Network
84% satisfied
How satisfied are you with this service?Timeliness
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
% Partly to very satisfied% Dissatisfied
Point to Point Customer Satisfaction Index — November 2017 7
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 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.
Point to Point Customer Satisfaction Index — November 2017 8
Customer satisfactionRideshare
91% satisfied
How satisfied are you with this service?Timeliness
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
Convenience of drop off at destination
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
% 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.
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.
Point to Point Customer Satisfaction Index — November 2017 9
Customer satisfactionHire Car
88% satisfied
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
• 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
Convenience of drop off at destination
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
% Partly to very satisfied% Dissatisfied
M1303- 2017
Transport for NSWPO Box K659, Haymarket NSW 1240T 02 8202 2702 E [email protected]
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