View
0
Download
0
Embed Size (px)
Caledonian Sleeper
Passenger satisfaction report Quarter 4 2016-17
Rail Period 12, 13 and 14
Contents
Summary: Caledonian Sleeper results, Quarter 4 2016/17 3
Overall opinions of the Caledonian Sleeper 4
Customer experience of stations 11
Customer experience on board 21
Experience of delays 43
Ticketing & accessing information 51
Customer feedback and suggested improvements 58
Caledonian Sleeper customer priorities 63
Appendix: Methodology, sample profile and quality 66
Page
Summary: Caledonian Sleeper Quarter 4 2016/17
Caledonian
Sleeper Lowlander Highlander
Overall journey satisfaction 83 81 85
Satisfaction with…
Standard of service provided by staff on the platform and/or on-
board 91 91 91
Quality of the journey experience 80 79 82
Getting a good nights sleep 60 55 63
Punctuality/reliability 92 91 92
Sufficient room in your bed/compartment 67 63 69
The ease of being able to get on and off the train 90 90 90
Cleanliness of the sleeping accommodation 88 87 90
The provision of information during the journey if requested 84 79 86
Net Promoter Score 29 18 36
Caledonian Sleeper
Overall opinion of the
Caledonian Sleeper
87
90
86
86
88
Caledonian Sleeper (446)
Travelling for work (64)
Leisure (381)
Weekday (345)
Weekend (100)
2
2
1
3
7
5
7
8
3
8
7
9
9
7
43
51
42
41
48
40
37
41
40
40
Very dissatisfied Fairly dissatisfied Neither / nor Fairly satisfied Very satisfied
Q28a. Overall, how satisfied have you been with your journey today?
Base: in brackets above
% very/fairly satisfied
83
88
82
82
88
Overall journey satisfaction by passenger group
Q4
2016/17 Q3
2016
Overall journey satisfaction by route
Caledonian Sleeper (446)
Lowlander (165)
Highlander (280)
2
2
1
7
8
6
8
9
8
43
41
44
40
40
40
Very dissatisfied Fairly dissatisfied Neither / nor Fairly satisfied Very satisfied
83
81
85
% very/fairly satisfied
Q28a. Overall, how satisfied have you been with your journey today?
Base: in brackets above
87
89
85
Q4
2016/17 Q3
2016
Overall journey satisfaction - trend
Q28a. Overall, how satisfied have you been with your journey today?
Overall journey satisfaction Trend: % very/fairly satisfied
50
60
70
80
90
100
Period 1
Period 2
Period 3
Period 4
Period 5
Period 6
Period 7
Period 8
Period 9
Period 10
Period 11
Period 12
Period 13
Period 14
Caledonian Sleeper
Net Promoter Score by passenger group
Q28b. On a scale of 0-10 (where 0 is not at all likely and 10 is very likely), how likely is it that you would recommend Caledonian Sleeper to a friend or colleague?
Base: in brackets above
Caledonian Sleeper (447)
Travelling for work (64)
Leisure (383)
Weekday (347)
Weekend (100)
21
16
21
21
20
30
38
28
29
33
50
46
50
50
48
Detractors (0-6) (7-8) Promoters (9-10)
29
30
29
29
29
Net promoter score
29
21
30
30
24
Q4
2016/17 Q3
2016
Net Promoter Score by route
29
18
36
Net promoter score
Q28b. On a scale of 0-10 (where 0 is not at all likely and 10 is very likely), how likely is it that you would recommend Caledonian Sleeper to a friend or colleague?
Base: in brackets above
Caledonian Sleeper (447)
Lowlander (165)
Highlander (282)
21
26
17
30
29
30
50
44
53
Detractors (0-6) (7-8) Promoters (9-10)
29
19
34
Q4
2016/17 Q3
2016
-10
0
10
20
30
40
50
60
Period 1
Period 2
Period 3
Period 4
Period 5
Period 6
Period 7
Period 8
Period 9
Period 10
Period 11
Period 12
Period 13
Period 14
Caledonion Sleeper - Net Promoter Score Caledonion Sleeper - Detractors
Caledonion Sleeper - Promoters
Q28b. On a scale of 0-10 (where 0 is not at all likely and 10 is very likely), how likely is it that you would recommend Caledonian Sleeper to a friend or colleague?
Promoters(9-10) Detractors (0-6)
Net promoter score Trend: % promoters, detractors & Net Promoter Score
Net Promoter Score trend
Caledonian Sleeper
Customer experience at
stations
Caledonian Sleeper (440)
Travelling for work (64)
Leisure (383)
Weekday (347)
Weekend (100)
2
2
1
3
12
8
12
12
10
22
15
24
24
17
46
45
46
44
52
18
31
16
18
18
Very dissatisfied Fairly dissatisfied Neither / nor Fairly satisfied Very satisfied
% very/fairly satisfied
64
76
62
62
70
Overall station satisfaction by passenger group
Q19. Overall, how satisfied are you with the station?
Base: in brackets above
74
81
72
73
74
Q4/17
2016 Q3
2016
Overall station satisfaction by route
Caledonian Sleeper (440)
Lowlander (165)
Highlander (282)
2
1
2
12
8
14
22
18
25
46
52
42
18
20
17
Very dissatisfied Fairly dissatisfied Neither / nor Fairly satisfied Very satisfied
64
72
59
% very/fairly satisfied
Q19. Overall, how satisfied are you with the station?
Base: in brackets above
74
77
72
Q4
2016/17 Q3
2016
Overall station satisfaction - trend Overall station satisfaction Trend: % very/fairly satisfied
Q19. Overall, how satisfied are you with the station?
50
60
70
80
90
100
Period 1
Period 2
Period 3
Period 4
Period 5
Period 6
Period 7
Period 8
Period 9
Period 10
Period 11
Period 12
Period 13
Period 14
Caledonian Sleeper
Customer experience at stations:
functional aspects Provision of information
about train times/ platforms (423)
Connections with other forms of public transport (340)
Facilities for car parking (75)
Facilities for bicycle parking (41)
Ease of being dropped off by car/taxi (162)
2
2
17
8
6
4
2
13
16
6
13
7
12
19
9
45
4
35
33
37
35
49
23
24
41
Very poor Fairly poor Neither / nor Fairly good Very good
Q15. How would you rate the station where you boarded this train for…?
Base: in brackets above
% very/fairly good
88
83
62
53
73
Q4
2016/17 Q3
2016
81
89
58
57
79
Customer experience at stations: functional aspects
Q15. How would you rate the station where you boarded this train for…?
0
10
20
30
40
50
60
70
80
90
100
Period 1
Period 2
Period 3
Period 4
Period 5
Period 6
Period 7
Period 8
Period 9
Period 10
Period 11
Period 12
Period 13
Period 14
Provision of information about train times/ platforms
Connections with other forms of public transport
Ease of being dropped off by car/taxi
Customer experience at stations: Trend: % very/fairly good
Facilities for car parking not shown: sample sizes too low for
analysis
Customer experience at stations:
environmental aspects The upkeep/ repair (393)
Cleanliness of the station (418)
The facilities and services at the station (341)
Your personal security whilst using that statio
