Caledonian Sleeper Passenger satisfaction ... Caledonian Sleeper Passenger satisfaction report Quarter

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  • 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