Customer Satisfaction Index and Appendix 2013 · From May 2012, the Police Transport Command started putting police back on public transport. Police provide a visible enforcement

Customer Satisfaction Index 2013


Contents

Executive summary 3

Customer satisfaction methodology 4

Initiatives to improve customer satisfaction 6

November 2012 results 8

Overall train network 9Overall bus regions 10Overall ferry routes 11Overall light rail 12Urban taxi network 13

June 2013 results 14

Overall train network 15Overall bus regions 16Overall ferry routes 17Overall light rail 18Urban taxi network 19


Executive summary

The NSW Government’s vision is for an integrated public transport system that drives better outcomes for all customers. Under our NSW 2021 plan, 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 2013 brings together the voices of over 35,000 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.


Customer satisfaction methodology

BackgroundIn November 2012, Transport for NSW conducted a survey to measure satisfaction levels across the NSW public transport system. We repeated this in June 2013. We will continue to survey customers throughout each financial year.

The survey was informed by the Customer Experience Division of Transport for NSW to ensure that it measured the service attributes that customers actually value. The Customer Experience Division used Customer Value Proposition 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 in a hierarchy of importance, outlining the top nine service drivers including timeliness, safety & security and comfort.

The Customer Satisfaction Index 2013 includes responses from over 35,000 customers across five transport modes: train, bus, ferry, light rail and taxi. For train, ferry and light rail, the survey covered the Sydney metropolitan region. However, bus and taxi encompasses not only the Sydney metropolitan area but also outer metropolitan bus regions and other urban centres for taxis.

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

In the November 2012 survey, taxi used slightly dissatisfied and slightly satisfied instead of partly dissatisfied or 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, targets were placed on the number of customers to be sampled within each vehicle at 40 for train, bus and light rail and 100 for ferry. These targets were met in most of the circumstances and were exceeded in a couple of cases.

The surveys aim to achieve a margin of error of approximately ±5% with a 95% confidence interval at the bus region, ferry route and train or light rail line level of reporting. Regions of high error have been noted and certain regions of geographical or operational similarity may have been aggregated.


Customer satisfaction methodology

Survey interviewers worked seven hour shifts in pairs to distribute and collect surveys. Shift times include:

• Weekday am 6:30 am – 1:30 pm

• Weekday pm 1:30 pm – 8:30 pm

• Weekend 10:00 am – 5:00 pm

While on board their respective transport modes, 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 the 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. For taxi, as patronage data was considered to be commercially sensitive information, no patronage weighting was possible. As a result, the overall results for taxi are based on the average for the surveyed respondents only.

Taxi 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.

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 coincide with 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.*

For the taxi component of the survey, customers were eligible to complete the survey if they had travelled by taxi in the six months prior to the survey and their home postcode was in one of the relevant districts.

*Under 16 year olds were excluded in the November 2012 survey


Initiatives to improve customer satisfaction

At the time of undertaking the two surveys, Transport for NSW had a number of initiatives already underway across train, bus, ferry and light rail to improve customer satisfaction. These initiatives have been designed to target the areas customers care about most and are monitored to ensure they improve the customer satisfaction results as they are rolled out.

TimelinessIn October this year, we introduced a new Customer Timetable. It is the biggest rewrite of the timetable in 25 years and delivers more services, improved connections between different types of public transport and reduced many journey times.

The timetable is also easier for customers to use, with fewer stopping patterns and more consistent service times, particularly in peak periods. Customers closer to the CBD receive frequent, more evenly spaced services, with many stations receiving ‘turn up and go’ services. Customers who travel longer distances from outer suburban areas also have fewer stops and reduced journey times.

Safety & SecurityFrom May 2012, the Police Transport Command started putting police back on public transport. Police provide a visible enforcement presence on trains, buses and ferries. The recruitment process is well underway with 400 due by the end of 2013 and 610 dedicated police officers allocated by the end of 2014.

TicketingIn November 2012, the roll out of the Opal electronic ticketing began. Opal will transform the way public transport customers get from A to B. When fully implemented, Opal will provide seamless connection between transport modes and eliminate the need to queue for a ticket. Since launching the Opal card, more than 28,500 cards have been ordered by customers. More than 90 per cent of customers surveyed to date indicate the Opal card experience has met or exceeded their expectations. By 2015, 40 ferry wharves, more than 300 train stations and more than 5,000 buses and light rail will have Opal equipment operating in Sydney, the Hunter, Central Coast, the Illawarra, Southern Highlands and Blue Mountains

ComfortOver 80 per cent of Sydney’s new Waratah train carriages have been delivered. The roll out of the Waratah trains has resulted in an increase of trains that are air conditioned to 85 percent from 70 per cent in 2010. Once the rollout of all Waratah trains is complete, 95 per cent of trains deployed to the timetable are expected to be air-conditioned.

On 13 February 2012, the first quiet carriage trial commenced on the Newcastle and Central Coast line before being extended to the South Coast and Blue Mountains lines. From 3 July 2013, the quiet carriage fleet doubled from around 109 to 226 carriages giving customers a quiet and peaceful journey on intercity train services.

The Growth Buses program has $55 million allocated for 125 new buses this year that will modernise the fleet by replacing aging buses with new air-conditioned, wheelchair accessible vehicles which are fitted with the latest safety technology.


Initiatives to improve customer satisfaction

Accessibility and ConvenienceMore than 80 per cent of Sydney’s new Waratah train carriages are now available for passenger service. Waratah trains offer improved disability access. Additional handrails, priority seats and more wheelchair spaces - 16 wheelchair spaces per eight carriage train. Wider entrance areas in train vestibule also assist faster boarding and alighting.

In April 2012, the NSW Government announced a new Transport Access Program that brought together six different infrastructure programs to deliver integrated, modern, secure and accessible transport infrastructure where it is needed most as part of a $770 million investment over four years. So far, more than 110 projects have been announced and more than 45 are now open to the public that help provide accessible stations for people with a disability, as well as the ageing and parents with prams.

CleanlinessAs part of the Fixing the Trains program, a specialist cleaning unit to attack graffiti and rubbish on dirty trains and stations was created. On 28 September 2012, Transport Cleaning Services was officially established and commenced work in early 2013 to deliver cleaner trains and stations. Since that time, there has been a declining trend in the number of carriages covered in graffiti. By the end of June 2013, Transport Cleaning Services had completed a seat cleaning and carriage blitz for 1356 carriages.

InformationTransport for NSW partnered with several third party app developers and Google to release better trip planning and a range of real time public transport apps. More than 2 million downloads have occurred, with real time information being requested more than 22 million times each month.

Customer ServiceTwo new customer focused train operators have been created in Sydney Trains and NSW Trains and began operating in July 2013.

Sydney Trains provides quick, frequent and reliable train services in the Sydney suburban area. NSW Trains provides train services focusing on the needs of intercity and regional customers. About 1,800 of the new train operators’ customer service staff have been trained in new customer service behaviours, based on customer research with new professional looking uniforms for Sydney Trains and NSW TrainLink also being rolled out.


November 2012 results

8


Customer satisfactionOverall train network

79% satisfied

29 15

8 8 11

11 17 14 11

17 23 22

7 6 6 8

16 20 17 12 20

12 11

5 12 11

17 17 22 12

13

15 16

15 16 15

17 16

15 13

18 19 20

13 11 11

12

15 18

17 14

19

12 12

6 12

12

16 15

18 10

15

28 39

45 42 40

44 39

42 48

42 37 36

51 55

53 53

44 40

42 47

40

42 42

51 45

47

38 43

36 42

48

13 15

17 17 18

15 14

18 20

14 12 12

18 22 24 21

16 14 15

21 11

26 28

32 21 22

14 17 16

31

16

0% 20% 40% 60% 80% 100%

Availability of car parking facilities near the station Ease of connection with other modes of transport

Presentation of rail staff Knowledge of rail staff

Willingness of rail staff to help

Ease of finding info (routes, stops, timetables) Availability of information about service delays

Availability of next stop information on this train Availability of arrival information for this train

Cleanliness of the train station Cleanliness of this train

Cleanliness of seats on this train

Usefulness of signs to help you find your way Ease of getting off the train Ease of boarding this train

Ease of accessing the train station

Personal space on this train Temperature on this train Seat comfort on this train

Seat availability on this train Comfort at the train station (shelter & seating)

Choice of tickets that meet my travel needs Ease of purchasing my ticket

This train being driven safely Feeling safe at the train station Feeling safe while on this train

Time to connect to other transport services Journey time given the distance travelled

Frequency of this train service This train turning up on time

Overall Train network

How satisfied are you with this service Timeliness

Safety & Security

Ticketing

Comfort

Accessibility

Cleanliness

Information

Customer Service

Convenience

% Partly to very satisfied % Dissatisfied

Summary

• 79% of train customers were partly to very satisfied with services

• Customers were most satisfied with attributes associated with safety & security and accessibility, which includes: ease of accessing, boarding and getting off the train

• Train customers were least satisfied with attributes of cleanliness and convenience, which includes: the availability of car parking facilities near the station and the ease of connection with other modes

• The Northern Line, which includes the Epping to Chatswood Rail Link, had a particularly high overall satisfaction level

• Train lines that had lower overall satisfaction levels compared to others were: Bankstown Line, Carlingford Line, South Line and the Western Line.

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 satisfactionOverall bus regions

79% satisfied

19 12

6 8 11

18 33 22 17

13 8 7

9 5 5 7

11 9 9 8 8 18

12 12

7 10 7

15 13 25 22

14

14 15

12 14 14

17 15

16 16

17 14 14

12 8 8

9

18 12 13

13 12

16

10 10

9 10

8

17 16

18 14

12

29 39

49 44 41

36 24

33 39

43 49 48

45 51 51

49

46 49 49

51 48

41

38 37

42 41

43

36 42

31 34

45

15 21

24 21 22

16 11

13 19

19 25 25

23 30 31 29

18 22 22 23

26 15

33 35

37 33

37

16 19

15 21

22

0% 20% 40% 60% 80% 100%

Availability of parking facilities near the bus stop Ease of connection with other modes of transport

Presentation of bus staff Knowledge of bus staff

Willingness of bus staff to help

Ease of finding info (routes, stops, timetables) Availability of information about service delays Availability of next stop information on this bus

Availability of arrival information for this bus

Cleanliness of the bus stop Cleanliness of this bus

Cleanliness of seats on this bus

Usefulness of signs to help you find your way Ease of getting off the bus Ease of boarding this bus

Ease of accessing the bus stop

Smoothness of this bus trip Personal space on this bus

Temperature on this bus Seat comfort on this bus

Seat availability on this bus Comfort at the bus stop (shelter & seating)


This bus being driven safely Feeling safe at the bus stop

Feeling safe while on this bus


Frequency of this bus service This bus turning up on time

Overall Bus network


Safety & Security

Ticketing

Comfort

Accessibility

Cleanliness

Information

Customer Service

Convenience


Summary

• 79% of bus customers were partly to very satisfied with services overall

• The highest levels of satisfaction were with safety & security and accessibility, which is about the physical accessibility of the bus stop and actual vehicle, as well as the usefulness of signage

• Bus customers were least satisfied with information services, especially information about service delays, and convenience, in particular the availability of parking near stops

• Contract regions where customers had high levels of satisfaction include: Metropolitan Bus Service Contract (MBSC) Region 14 and Outer-Metropolitan Bus Service Contract (OMBSC) Regions 3, 4, 7, 8 and 9

• The lowest satisfaction levels were in: MBSC Regions 1, 5, 6, 9 and OMBSC Region 9 & 10.

• 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 satisfactionOverall ferry routes

94% satisfied

26 8

4 4 5

6 9 6 5

5 5 5

4 4 4 4

3 4 5 5 4 9

8 8

3 4 3

7 6 11 5

4

14 10

6 5 5

8 10

8 7

9 7 9

6 4 3 4

4 5

7 8

4 12

7 6

1 3

2

8 5

13 3

2

26 40

45 42 41

46 41

45 46

47 47

47

45 43 43 42

47 46

48 46

41 45

33 31

28 30

29

35 36

33 27

36

20 35

40 43 44

34 30

34 36

36 38 37

40 47 48 48

44 42

37 38

50 29

49 52

66 62

65

44 51

39 64

56

0% 20% 40% 60% 80% 100%

Availability of car parking facilities near the wharf Ease of connection with other modes of transport

Presentation of ferry staff Knowledge of ferry staff

Willingness of ferry staff to help


Availability of next stop information on this ferry Availability of arrival information for this ferry

Cleanliness of the ferry wharf Cleanliness of this ferry

Cleanliness of seats on this ferry

Usefulness of signs to help you find your way Ease of getting off the ferry Ease of boarding this ferry

Ease of accessing the ferry wharf

Smoothness of this ferry trip Personal space on this ferry

Temperature on this ferry Seat comfort on this ferry

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


This ferry being driven safely Feeling safe at the ferry wharf Feeling safe while on this ferry


Frequency of this ferry service This ferry turning up on time

Overall Ferry network


Safety & Security

Ticketing

Comfort

Accessibility

Cleanliness

Information

Customer Service

Convenience


Summary

• Ferry achieved a high level of overall satisfaction

• Customers surveyed indicated particularly high levels of satisfaction with attributes associated with safety & security as well as accessibility

• Customers expressed the least satisfaction with issues related to ticketing, mainly the choice of tickets available, as well as convenience which has to do with availability of parking and ease of connection.



Overall light railCustomer satisfaction 91% satisfied

13 11

3 4 5

16 24 14 23

6 4 3

9 5 4 5

4 10 5 6 7 12

12 9

4 7 4

10 7 10 8

7

14 11

6 6

5

18 12

16 17

8 5 7

10 4 5

7

8 17

10 11 12

15

7 6

4 9

5

14 8

15 10

5

31 40

39 38

38

32 29

37 31

42 45 44

42 46 45

45

49 40

48 48 45

40

32 29

32 36

34

37 43

35 37

38

26 31

48 48

50

23 21

24 22

42 45 43

34 42 43

39

34 29

35 30 31

26

45 53

59 44

55

32 37

32 39

48

0% 20% 40% 60% 80% 100%


Presentation of light rail staff Knowledge of light rail staff

Willingness of light rail staff to help


Availability of next stop information on this service Availability of arrival information for this light rail service

Cleanliness of the light rail station/stop Cleanliness of this light rail service

Cleanliness of seats on this light rail service

Usefulness of signs to help you find your way Ease of getting off the light rail service Ease of boarding this light rail service

Ease of accessing the light rail station/stop

Smoothness of this light rail trip Personal space on this light rail service

Temperature on this light rail service Seat comfort on this light rail service

Seat availability on this light rail service Comfort at the light rail station/stop (shelter & seating)


This light rail service being driven safely Feeling safe at the light rail station/stop

Feeling safe while on this light rail service


Frequency of this light rail service This light rail turning up on time

Overall Light Rail network


Safety & Security

Ticketing

Comfort

Accessibility

Cleanliness

Information

Customer Service

Convenience


Summary

• 91% of light rail customers were partly to very satisfied with services overall

• Light rail customers were most satisfied with safety & security, cleanliness and customer service

• Light rail customers rated information lowest, especially information about service delays, and convenience, which is about availability of parking and ease of connection.



Customer satisfaction*

Urban taxi network

8 8 6 6

13 11 9 5 18 11

6 6 10

2 2 3 4

3 10 6

7 11 6 3 21

6 21 3

3 6 8 4

9 6 11 14 6 10

11 11 12 12

12 11

12 9

12 11

12 11

14

7 7 8 7

8 10

8

12 14

11 11

14

9 17

6

10 10

11 8

12 10

12 8

9 12

40 40

44 43

33 33

44 47

32 38

48 48

44

47 49

49 49

41 37

38

49 42

51 53

30

46 35

50

46 45

43 46

44 46

38 32

43 44

26 32

26 26

13 11

20 23

13 17

27 27

18

37 35 33 32

39 35

39

22 17

22 23

12

25 13

34

27 33

26 33

24 30 31

37 34

25

0% 20% 40% 60% 80% 100%

Willingness of taxi driver to help Knowledge of driver to get you to your destination

Personal presentation of taxi driver Staff on the phone responded to my needs

Access to available service information Information on the options to plan my trip

Information on my booking request Information on how to book a taxi

Availability of information at taxi rank Information on where to catch a taxi

Cleanliness of the taxi Cleanliness of seats in the taxi

Cleanliness of the taxi rank

Appropriate taxi type for my needs Adequate space during the trip

Ease of getting out of the taxi Ease of getting in the taxi

Ease of passenger drop off near interchanges Ease of finding the taxi

Ease of booking the taxi

Smoothness of the journey Pleasant smell in the taxi

Temperature level in the taxi Seating comfort in the taxi

Comfort at taxi rank (shelter & seating)

Charged correct fare Cost of the service

Ease of payment

Safety features provided The taxi was driven safely

Feeling safe at the taxi rank Feeling safe while in the taxi

Traffic flow Journey time given the distance travelled

Taxi arrived on time Taxi already at rank

Taxi turned up Availability of taxi service

Average Urban Taxi network

Timeliness

Safety & Security

Payment

Comfort

Accessibility

Cleanliness

Information

Customer Service

Convenience

% Slightly to very satisfied % Dissatisfied

Summary

• Taxi customers approached for the survey indicated that they were most satisfied with accessibility, which is about the ease of getting in and out of the taxi, having the appropriate Taxi type including where a wheelchair accessible taxi is required

• Over 80% of customers were satisfied with a number of aspects of service including: timeliness, safety & security, convenience, cleanliness and customer service

• Satisfaction levels were lowest for information, especially information at taxi ranks and information about travel options

• Taxi customers were consistently dissatisfied with the cost of services and comfort at taxi ranks • By region, users in Sydney, Wollongong, Central Coast, and Newcastle differed in their

satisfaction levels for most aspects of service but had similar high levels of satisfaction for accessibility and dissatisfaction for cost of the service.

*Overall satisfaction not measured in this surveyDissatisfied includes customers who responded that they were slightly to very dissatisfied. The gap after dissatisfied represents a response of neither satisfied nor dissatisfied. Slightly satisfied, satisfied and very satisfied are displayed independently from left to right.


June 2013 results

14


Customer satisfactionOverall train network

81% satisfied

27 15

8 10 11

10 16 10 9

14 16 17

7 5 5 8

13 14 13 6 18

12 11

4 11 10

14 15 20 11

12

15 16

12 14 13

15 15

14 14

18 18 18

12 10

10 12

15 15

15 13

19

12 11

7 14

13

16 15

16 11

12

30 39

45 41 40

45 41

45 47

43 42 41

51 53

54 51

44 44

44 45

40

42 42

48 43

44

41 43

38 42

47

13 16

20 19 20

19 17

22 22

17 17 17

22 25 26 24

21 19 21

26 14

28 31

36 24 26

16 20 18

31

22

0% 20% 40% 60% 80% 100%

Availability of car parking near the station Ease of connection with other modes of transport

Presentation of rail staff Knowledge of rail staff

Willingness of rail staff to help


Availability of next stop information on this train Availability of arrival information for this train

Cleanliness of the train station Cleanliness of this train

Cleanliness of seats on this train

Usefulness of signs to help you find your way Ease of getting off the train Ease of boarding this train

Ease of accessing the train station

Personal space on this train Temperature on this train Seat comfort on this train

Seat availability on this train Comfort at the train station (shelter & seating)


This train being driven safely Feeling safe at the train station Feeling safe while on this train


Frequency of this train service This train turning up on time

Overall Train network


Safety & Security

Ticketing

Comfort

Accessibility

Cleanliness

Information

Customer Service

Convenience

% Partly to very satisfied % Dissatisfied 81

84 72 78 73

83 91 91

84 82

73 84 80 78 80

87 90 88 85

76 77 78

83 81 73 79

73 74 77

71 58

Summary

• Satisfaction with the train network increased 2 percentage points since November 2012

• Customers were more satisfied with with comfort, cleanliness and Information

• Customers were most satisfied with safety & security and accessibility, which includes: ease of accessing, boarding and getting off the train

• Train customers were least satisfied with attributes of customer service and convenience including availability of car parking facilities near the station and the ease of connection with other modes

• The Eastern Suburbs & Illawarra train line had a particularly high overall satisfaction level

• Train lines that had lower overall satisfaction levels compared to others were the Carlingford Line, South Line and the Western Line.



Customer satisfactionOverall bus regions

85% satisfied

17 10

4 7 9

17 31 21 16

11 6 7

7 4 4 5

10 9 9 6 8 18

10 8

4 7 4

11 11 20 17

10

13 14

10 11 13

16 15

15 14

15 11 11

12 9 8

9

16 13

12 13 12

16

10 9

8 9

7

14 13

18 15

11

31 41

46 42 40

37 27

34 41

45 50 49

46 51

51 50

46 48 49

49 46

40

38 38

44 43

43

43 47

36 37

46

16 23

28 24 25

18 12

16 20

20 26 26

24 32 33 31

19 23 23

26 29

16

36 39

40 36

42

18 22 18

23

27

0% 20% 40% 60% 80% 100%

Availability of parking facilities near the bus stop Ease of connection with other modes of transport

Presentation of bus staff Knowledge of bus staff

Willingness of bus staff to help

Ease of finding info (routes, stops, timetables) Availability of information about service delays Availability of next stop information on this bus

Availability of arrival information for this bus

Cleanliness of the bus stop Cleanliness of this bus

Cleanliness of seats on this bus

Usefulness of signs to help you find your way Ease of getting off the bus Ease of boarding this bus

Ease of accessing the bus stop

Smoothness of this bus trip Personal space on this bus

Temperature on this bus Seat comfort on this bus

Seat availability on this bus Comfort at the bus stop (shelter & seating)


This bus being driven safely Feeling safe at the bus stop

Feeling safe while on this bus


Frequency of this bus service This bus turning up on time

Overall Bus network


Safety & Security

Ticketing

Comfort

Accessibility

Cleanliness

Information

Customer Service

Convenience


81 84 85 88 87 72

83 86

91 88 92

75 82 73 75

75

80 87 87

82 91 92 91

60 77

84 78 78

71 54 65

Summary

• Satisfaction with buses increased by 6 percentage points compared to November 2012

• The greatest improvement in satisfaction for bus customers was in the areas of timeliness and safety & security

• Bus customers were least satisfied with timeliness and information services, especially information about service delays

• Contract regions where customers had the greatest improvement in satisfaction include: Metropolitan Bus Service Contract (MBSC) Region 1, 4, 5, 9 and 13, and Outer-Metropolitan Bus Service Contract (OMBSC) Regions 2 and 9 and 10

• The lowest satisfaction levels were in: MBSC Regions 3, 6 and 8, and OMBSC Region 5.

Dissatisfied includes customers who responded 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 satisfactionOverall ferry routes

95% satisfied

25 8

3 4 4

6 11 6 5

5 4 6

3 3 3 3

2 3 4 5 3 8

9 5

2 3 2

7 5 12 4

4

13 10

6 5

5

9 11

9 8

9 7

10

6 4 4 3

4 7

8 9

4 13

8 5

2 3

1

8 7

15 2

3

25 36

43 41

40

43 38

43 44

47 45

43

44 41 40 40

48 47

48 47

40 45

31 31

28 32

30

39 37

32 27

36

23 39

42 43 45

36 32

38 38

38 41 39

43 51 52 52

44 41

37 37

51 31

49 52

68 61

66

41 49

38 66

55

0% 20% 40% 60% 80% 100%

Availability of parking facilities near the wharf Ease of connection with other modes of transport

Presentation of ferry staff Knowledge of ferry staff

Willingness of ferry staff to help

Ease of finding info (routes, stops and timetables) Availability of information about service delays

Availability of next stop information on this ferry Availability of arrival information for this ferry

Cleanliness of the ferry wharf Cleanliness of this ferry

Cleanliness of seats on this ferry

Usefulness of signs to help you find your way Ease of getting off the ferry Ease of boarding this ferry

Ease of accessing the ferry wharf

Smoothness of this ferry trip Personal space on this ferry

Temperature on this ferry Seat comfort on this ferry

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


This ferry being driven safely Feeling safe at the ferry wharf Feeling safe while on this ferry


Frequency of this ferry service This ferry turning up on time

Overall Ferry network


Safety & Security

Ticketing

Comfort

Accessibility

Cleanliness

Information

Customer Service

Convenience


96 95 93 93 96 88

87 89

97 96 97

88 93 84 95

90

93 94 92

92 96 96 96

60 85

92 89 90

89 81 89

Summary

• Ferry customers registered a high level of overall satisfaction

• Customers surveyed indicated particularly high levels of satisfaction with attributes associated with safety & security, as well as accessibility

• Customers expressed lower satisfaction with issues related to ticketing, mainly the choice of tickets available, as well as convenience which has to do with availability of parking and ease of connection.



Overall light railCustomer satisfaction 94% satisfied

11 7

2 2 2

10 19 11 16

4 3 2

3 3 3 3

6 3 4 6 8

6 5

3 6 3

6 5 9 6

4

13 10

6 5 6

14 13

13 16

8 5 5

13 4 5

7

14 8 11

12 18

6 6

2 6

2

9 7

13 9

3

31 39

37 36 36

34 34

39 33

40 39 40

41 42

40 42

39 48

46 42

42

33 29

32 37

33

38 39

37 38

34

29 38

54 54 55

29 22

27 24

46 52 50

38 50

52 45

34 38 36 36

27

52 58

62 50

62

41 47

38 44

56

0% 20% 40% 60% 80% 100%


Presentation of light rail staff Knowledge of light rail staff

Willingness of light rail staff to help


Availability of next stop information on this service Availability of arrival information for this service

Cleanliness of the light rail station/stop Cleanliness of this light rail service

Cleanliness of seats on this light rail service

Usefulness of signs to help you find your way Ease of getting off the light rail service Ease of boarding this light rail service

Ease of accessing the light rail station/stop

Personal space on this light rail service Temperature on this light rail service Seat comfort on this light rail service

Seat availability on this light rail service Comfort at the station/stop (shelter & seating)


This light rail service being driven safely Feeling safe at the light rail station/stop

Feeling safe while on this light rail service


Frequency of this light rail service This light rail turning up on time

Overall Light Rail network


Safety & Security

Ticketing

Comfort

Accessibility

Cleanliness

Information

Customer Service

Convenience


90 88 94 88

97 93 97

93 91

87 90 93 94 88

95 96 96 92

95 95 94

73 79 70 78

96 95 97

87 73

Summary

• Light rail customers were 3 percentage points more satisfied with services compared to November 2012

• Satisfaction was most improved with attributes of timeliness, ticketing and accessibility

• Light rail customers were most satisfied with safety & security, accessibility and customer service

• Light rail customers rated satisfaction with information the lowest, especially information about service delays, and convenience, which is about availability of parking and ease of connection.



Customer satisfactionUrban taxi network

81% satisfied

7 9 6 7

13 11 8 4 17 11

6 6 10

2 2 3 3

3 9 6

7 11 4 4 19

6 24 3

3 5 9 4

8 6 10 13 6 10

8

9 10 9 9

12 11

10 9

13 12

10 11

16

4 6 7 7

7 12

6

11 14

10 9

14

8 19

6

8 8

11 8

13 8

10 8

8 12

10

44 41

49 48

35 35

44 48

32 38

50 50

43

51 51

52 52

41 39

40

51 45

56 56

35

47 35

50

49 48

45 48

47 48 40

36 45

47

50

25 33

27 26

18 16

28 29

16 21

27 26

19

37 35 32 31

42 33

41

22 18

22 23

10

25 13

33

28 33

26 32

23 30

34 33

35 24

21

0% 20% 40% 60% 80% 100%

Willingness of taxi driver to help Knowledge of taxi driver to get you to your destination

Personal presentation of taxi driver Staff on the phone responded to my needs

Access to available service information Information on the options to plan my trip

Information on my booking request Information on how to book a taxi

Availability of information at taxi rank Information on where to catch a taxi

Cleanliness of the taxi Cleanliness of seats in the taxi

Cleanliness of the taxi rank

Appropriate taxi type for my needs Adequate space during the trip

Ease of getting out of the taxi Ease of getting in the taxi

Ease of passenger drop off near interchanges Ease of finding the taxi

Ease of booking the taxi

Smoothness of the journey Pleasant smell in the taxi

Temperature level in the taxi Seating comfort in the taxi

Comfort at taxi rank (shelter & seating)

Charged correct fare Cost of the service

Ease of payment

Safety features provided The taxi was driven safely

Feeling safe at the taxi rank Feeling safe while in the taxi

Traffic flow Journey time given the distance travelled

Taxi arrived on time Taxi already at rank

Taxi turned up Availability of taxi service

Average Urban Taxi network

Timeliness

Safety & Security

Payment

Comfort

Accessibility

Cleanliness

Information

Customer Service

Convenience

% Partly to very satisfied % Dissatisfied How satisfied were you with the service

79 84 85 83

64 61 82 86 60 71

87 87 78

92 92 91 90

90 84 88

85 77 87 88 59

80 66 90

85 89 81 88

83 87 84 78 88 83

81

Summary

• 81 per cent of customers were partly to very satisfied with taxi services.

• Taxi customers indicated they were most satisfied with accessibility, which is about the ease of getting in and out of the taxi, having the appropriate taxi type including where a wheelchair accessible taxi is required

• Over 80 per cent of customers were satisfied with a number of aspects of service including timeliness, safety & security, convenience, cleanliness and customer service

• Satisfaction levels were lowest for information, although this was the most improved area from November 2012

• Taxi customers were consistently dissatisfied with the cost of services and comfort at taxi ranks. 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.

TfNSW M228_2 OCT 2013

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

© State of New South Wales through the Director General of Transport for NSW, 2013 ISBN 978-1-922030-58-0

Customer Satisfaction IndexNovember 2013 Appendix

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 85% 83% 81% 83% 77% 67% 90% 79% 88% 79% 83%

Timeliness This train turning up on time 87% 86% 85% 87% 84% 78% 93% 85% 87% 84% 86%

Frequency of this train service 77% 77% 70% 74% 77% 33% 72% 74% 74% 64% 63%

Journey time given the distance travelled 81% 76% 72% 82% 82% 70% 84% 72% 87% 71% 74%

Time to connect to other transport services 75% 73% 67% 76% 71% 56% 81% 69% 78% 72% 74%

Safety & Security Feeling safe at the train station 87% 82% 81% 89% 76% 78% 92% 86% 79% 82% 87%

Feeling safe while on this train 89% 84% 82% 90% 78% 78% 91% 86% 80% 85% 87%

Ticketing Ease of purchasing my ticket 85% 80% 83% 85% 84% 74% 90% 84% 87% 87% 90%

Choice of tickets that meet my travel needs 84% 78% 80% 80% 79% 71% 88% 85% 87% 88% 89%

Convenience Availability of car parking facilities near the train station 58% 52% 57% 54% 74% 61% 76% 68% 81% 65% 78%

Ease of connection with other modes of transport 71% 70% 67% 74% 74% 55% 85% 73% 78% 73% 82%

Accessibility Ease of accessing the train station 86% 84% 81% 88% 86% 79% 90% 89% 89% 87% 93%

Ease of getting on and off the train 88% 88% 86% 91% 88% 78% 91% 92% 90% 89% 92%

Usefulness of signs to help you find your way 86% 85% 84% 88% 89% 75% 89% 89% 86% 86% 91%

Comfort Comfort at the train station (shelter & seating) 77% 75% 73% 77% 72% 69% 85% 76% 81% 78% 79%

Seat availability on this train 85% 85% 86% 84% 82% 84% 86% 85% 86% 89% 93%

Seat comfort on this train 83% 85% 83% 86% 74% 74% 87% 79% 85% 82% 86%

Temperature on this train 76% 82% 76% 85% 63% 59% 83% 88% 83% 85% 82%

Personal space on this train 81% 82% 82% 82% 76% 79% 85% 82% 86% 84% 90%

Cleanliness Cleanliness of the train station 79% 82% 77% 82% 74% 68% 85% 80% 84% 86% 87%

Cleanliness of this train 79% 82% 75% 84% 70% 63% 79% 81% 80% 84% 86%

Information Availability of arrival information for this train 87% 85% 85% 87% 77% 63% 85% 85% 84% 86% 87%

Availability of next stop information on this train 83% 88% 84% 83% 80% 68% 81% 89% 82% 89% 83%

Availability of information about service delays 74% 77% 79% 80% 74% 60% 75% 76% 76% 81% 76%

Ease of finding info (routes, stops, timetables) 82% 82% 81% 86% 80% 68% 83% 83% 81% 85% 86%

Customer Service Willingness of rail staff to help 77% 78% 76% 79% 76% 68% 88% 75% 82% 81% 85%

Knowledge of rail staff 77% 79% 77% 78% 75% 65% 85% 75% 81% 82% 83%

Presentation of rail staff 82% 84% 78% 84% 79% 67% 90% 81% 83% 85% 85%

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Customer Satisfaction Index November 2013

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

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Customer Satisfaction Index November 2013


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 11% 11% 13% 13% 16% 25% 5% 13% 8% 15% 11%

Timeliness This train turning up on time 10% 9% 10% 9% 13% 17% 4% 12% 9% 11% 10%

Frequency of this train service 19% 16% 25% 21% 20% 57% 23% 17% 20% 27% 30%

Journey time given the distance travelled 14% 16% 23% 12% 11% 22% 8% 17% 9% 21% 16%

Time to connect to other transport services 15% 14% 20% 16% 15% 32% 9% 19% 12% 19% 15%

Safety & Security Feeling safe at the train station 9% 12% 13% 6% 15% 12% 4% 9% 14% 12% 7%

Feeling safe while on this train 7% 9% 10% 7% 12% 10% 4% 10% 12% 10% 8%

Ticketing Ease of purchasing my ticket 11% 14% 13% 11% 10% 16% 7% 9% 7% 8% 6%

Choice of tickets that meet my travel needs 12% 15% 14% 15% 13% 19% 6% 9% 6% 8% 6%

Convenience Availability of car parking facilities near the train station 27% 32% 27% 32% 16% 11% 8% 23% 11% 21% 14%

Ease of connection with other modes of transport 14% 17% 20% 14% 14% 31% 9% 10% 11% 17% 11%

Accessibility Ease of accessing the train station 8% 9% 13% 8% 7% 7% 5% 5% 6% 7% 4%

Ease of getting on and off the train 7% 6% 9% 6% 5% 6% 4% 4% 6% 5% 5%

Usefulness of signs to help you find your way 6% 6% 10% 6% 4% 8% 6% 4% 5% 7% 4%

Comfort Comfort at the train station (shelter & seating) 15% 16% 17% 14% 15% 18% 10% 16% 12% 15% 14%

Seat availability on this train 10% 9% 8% 9% 12% 6% 9% 10% 8% 8% 4%

Seat comfort on this train 10% 8% 12% 7% 20% 16% 8% 12% 7% 12% 9%

Temperature on this train 17% 11% 16% 9% 25% 30% 10% 5% 11% 8% 13%

Personal space on this train 13% 10% 10% 11% 16% 9% 9% 12% 9% 11% 6%

Cleanliness Cleanliness of the train station 12% 11% 16% 11% 16% 22% 8% 10% 11% 8% 9%

Cleanliness of this train 14% 11% 17% 9% 19% 24% 12% 12% 13% 9% 10%

Information Availability of arrival information for this train 6% 9% 9% 7% 14% 21% 6% 8% 9% 8% 7%

Availability of next stop information on this train 8% 7% 10% 11% 12% 17% 10% 5% 10% 6% 11%

Availability of information about service delays 16% 12% 11% 12% 16% 26% 14% 16% 13% 12% 15%

Ease of finding info (routes, stops, timetables) 10% 10% 11% 7% 12% 13% 8% 8% 10% 9% 8%

Customer Service Willingness of rail staff to help 10% 10% 13% 7% 13% 13% 5% 12% 7% 9% 7%

Knowledge of rail staff 10% 8% 13% 7% 12% 15% 5% 14% 7% 7% 7%

Presentation of rail staff 8% 6% 10% 6% 10% 16% 3% 8% 7% 5% 5%

Customer Satisfaction Index November 2013Tf

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Bus% Partly to very satisfied Metropolitan bus service region

Service driver Service attribute 1 2 3 4 5 6 7 8 9 10 & 11 12 13 14 15

Overall How satisfied are you with this service 84% 86% 85% 88% 82% 85% 84% 84% 82% 93% 87% 93% 93% 90%

Timeliness This bus turning up on time 76% 77% 75% 82% 78% 74% 73% 78% 74% 90% 82% 86% 86% 82%

Frequency of this bus service 74% 77% 74% 78% 73% 74% 69% 71% 68% 84% 68% 80% 82% 81%

Journey time given the distance travelled 83% 85% 81% 86% 87% 81% 83% 81% 77% 93% 86% 90% 88% 88%

Time to connect to other transport services 77% 78% 76% 78% 78% 75% 72% 76% 72% 90% 74% 86% 82% 82%

Safety & Security Feeling safe at the bus stop 81% 85% 89% 90% 91% 91% 91% 88% 87% 94% 91% 93% 93% 88%

Feeling safe while on this bus 86% 91% 92% 94% 92% 91% 92% 91% 90% 96% 93% 95% 94% 93%

This bus being driven safely 85% 91% 91% 92% 92% 91% 90% 90% 90% 97% 93% 95% 94% 94%

Ticketing Ease of purchasing my ticket 91% 91% 91% 88% 94% 85% 86% 86% 84% 95% 91% 94% 89% 95%

Choice of tickets that meet my travel needs 89% 90% 89% 86% 90% 85% 79% 82% 83% 94% 90% 94% 88% 94%

Convenience Availability of car parking facilities near the bus stop 72% 72% 71% 57% 75% 58% 57% 57% 45% 72% 67% 76% 66% 79%

Ease of connection with other modes of transport 83% 83% 81% 79% 85% 80% 77% 79% 76% 88% 84% 90% 86% 86%

Accessibility Ease of accessing the bus stop 90% 89% 92% 88% 87% 93% 91% 89% 90% 94% 91% 97% 93% 93%

Ease of getting on and off this bus 90% 90% 93% 93% 87% 94% 89% 90% 90% 95% 93% 96% 96% 93%

Usefulness of signs to help you find your way 86% 86% 85% 83% 85% 85% 79% 78% 80% 91% 82% 90% 84% 90%

Comfort Comfort at the bus stop (shelter & seating) 75% 73% 81% 75% 77% 77% 76% 75% 75% 85% 75% 76% 77% 74%

Seat availability on this bus 90% 90% 88% 88% 91% 90% 88% 82% 85% 96% 92% 96% 92% 93%

Seat comfort on this bus 88% 91% 91% 92% 86% 90% 86% 85% 85% 95% 91% 94% 92% 91%

Temperature on this bus 84% 87% 88% 82% 81% 83% 84% 82% 83% 94% 85% 88% 85% 90%

Personal space on this bus 88% 90% 89% 85% 91% 87% 85% 78% 81% 96% 89% 95% 89% 93%

Smoothness of this bus trip 84% 86% 89% 83% 85% 85% 87% 80% 80% 94% 88% 90% 88% 90%

Cleanliness Cleanliness of the bus stop 80% 81% 85% 86% 87% 85% 84% 83% 79% 87% 85% 85% 86% 80%

Cleanliness of this bus 92% 90% 92% 92% 89% 88% 87% 87% 83% 95% 93% 95% 95% 92%

Information Availability of arrival information for this bus 81% 85% 76% 79% 80% 74% 77% 72% 72% 85% 79% 83% 81% 86%

Availability of next stop information on this bus 74% 82% 72% 65% 72% 64% 64% 61% 59% 80% 72% 80% 72% 81%

Availability of information about service delays 65% 72% 60% 54% 57% 52% 55% 51% 50% 68% 54% 64% 61% 70%

Ease of finding info (routes, stops, timetables) 75% 85% 76% 78% 79% 68% 70% 70% 70% 82% 75% 79% 81% 83%

Customer Service Willingness of bus staff to help 84% 87% 83% 83% 87% 75% 79% 79% 75% 90% 90% 90% 89% 88%

Knowledge of bus staff 81% 87% 80% 84% 85% 77% 77% 79% 77% 90% 88% 90% 90% 88%

Presentation of bus staff 87% 90% 89% 89% 90% 83% 86% 85% 83% 92% 91% 94% 94% 92%


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Bus% Partly to very dissatisfied Metropolitan bus service region












Convenience Availability of car parking facilities near the bus stop 10% 12% 12% 24% 11% 15% 22% 22% 24% 12% 17% 10% 21% 9%



Ease of getting on and off this bus 6% 5% 3% 5% 8% 2% 7% 5% 5% 2% 6% 3% 3% 4%













Ease of finding info (routes, stops, timetables) 15% 9% 15% 13% 14% 16% 18% 18% 20% 8% 12% 12% 10% 9%





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Bus% Partly to very satisfied Outer-metropolitan bus service region

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

Overall How satisfied are you with this service 91% 89% 94% 91% 88% 83% 85% 94% 92%

Timeliness This bus turning up on time 90% 83% 91% 91% 87% 82% 85% 91% 84%

Frequency of this bus service 76% 74% 76% 79% 74% 74% 75% 78% 83%

Journey time given the distance travelled 92% 86% 95% 90% 87% 85% 78% 96% 92%

Time to connect to other transport services 87% 78% 92% 84% 79% 75% 71% 82% 88%

Safety & Security Feeling safe at the bus stop 91% 91% 96% 94% 87% 84% 89% 97% 87%

Feeling safe while on this bus 95% 96% 98% 95% 92% 88% 90% 98% 90%

This bus being driven safely 96% 98% 98% 95% 95% 88% 90% 98% 94%

Ticketing Ease of purchasing my ticket 97% 93% 96% 95% 93% 90% 87% 96% 90%

Choice of tickets that meet my travel needs 94% 92% 96% 94% 87% 87% 85% 96% 89%

Convenience Availability of car parking facilities near the bus stop 89% 82% 91% 92% 78% 72% 72% 91% 81%

Ease of connection with other modes of transport 92% 85% 95% 87% 79% 79% 77% 85% 83%

Accessibility Ease of accessing the bus stop 95% 93% 96% 96% 91% 87% 86% 97% 93%

Ease of getting on and off this bus 95% 90% 97% 96% 94% 89% 90% 97% 94%

Usefulness of signs to help you find your way 93% 87% 94% 92% 88% 85% 88% 91% 91%

Comfort Comfort at the bus stop (shelter & seating) 84% 64% 79% 74% 72% 73% 74% 84% 77%

Seat availability on this bus 95% 97% 97% 96% 95% 88% 88% 99% 92%

Seat comfort on this bus 95% 94% 95% 96% 87% 85% 88% 97% 93%

Temperature on this bus 97% 93% 96% 93% 91% 91% 89% 98% 92%

Personal space on this bus 95% 97% 95% 96% 89% 92% 85% 96% 92%

Smoothness of this bus trip 91% 89% 93% 91% 86% 82% 86% 96% 90%

Cleanliness Cleanliness of the bus stop 88% 76% 82% 82% 79% 78% 79% 91% 87%

Cleanliness of this bus 94% 96% 96% 96% 87% 89% 91% 98% 93%

Information Availability of arrival information for this bus 93% 79% 91% 83% 81% 85% 83% 86% 86%

Availability of next stop information on this bus 90% 80% 88% 84% 67% 81% 76% 79% 80%

Availability of information about service delays 81% 63% 81% 74% 61% 66% 65% 69% 69%

Ease of finding info (routes, stops, timetables) 89% 79% 90% 82% 73% 81% 77% 80% 83%

Customer Service Willingness of bus staff to help 94% 89% 95% 93% 86% 85% 89% 95% 87%

Knowledge of bus staff 97% 88% 96% 94% 87% 87% 83% 94% 90%

Presentation of bus staff 98% 95% 97% 96% 92% 89% 87% 97% 96%


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Bus% Partly to very dissatisfied Outer-metropolitan bus service region

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











Convenience Availability of car parking facilities near the bus stop 9% 6% 3% 4% 15% 11% 9% 5% 5%



Ease of getting on and off this bus 2% 7% 2% 2% 5% 8% 3% 1% 3%













Ease of finding info (routes, stops, timetables) 6% 14% 6% 9% 17% 13% 12% 12% 8%





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Ferry% 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 94% 93% 97% 96% 94% 98% 95%

Timeliness This ferry turning up on time 97% 97% 97% 92% 95% 97% 96%

Frequency of this ferry service 89% 77% 92% 78% 77% 86% 88%

Journey time given the distance travelled 91% 90% 96% 97% 94% 95% 95%

Time to connect to other transport services 90% 86% 92% 91% 91% 90% 93%

Safety & Security Feeling safe at the ferry wharf 96% 96% 98% 98% 95% 98% 96%

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

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

Ticketing Ease of purchasing my ticket 93% 93% 89% 90% 84% 92% 91%

Choice of tickets that meet my travel needs 85% 86% 88% 82% 80% 87% 89%

Convenience Availability of car parking facilities near the ferry wharf 44% 70% 60% 46% 65% 65% 61%

Ease of connection with other modes of transport 89% 80% 86% 89% 90% 86% 91%

Accessibility Ease of accessing the ferry wharf 96% 94% 96% 92% 95% 99% 96%

Ease of getting on and off the ferry 97% 97% 97% 99% 96% 99% 97%

Usefulness of signs to help you find your way 92% 89% 91% 90% 89% 92% 90%

Comfort Comfort at the ferry wharf (shelter & seating) 88% 90% 91% 93% 84% 89% 92%

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

Seat comfort on this ferry 92% 95% 96% 97% 93% 98% 95%

Temperature on this ferry 92% 94% 96% 98% 93% 95% 96%

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

Smoothness of this ferry trip 94% 97% 98% 98% 96% 99% 98%

Cleanliness Cleanliness of the ferry wharf 94% 95% 93% 94% 91% 97% 94%

Cleanliness of this ferry 92% 97% 96% 96% 97% 98% 96%

Information Availability of arrival information for this ferry 91% 89% 90% 90% 89% 91% 94%

Availability of next stop information on this ferry 91% 88% 91% 94% 90% 93% 94%

Availability of information about service delays 83% 81% 88% 84% 80% 85% 89%

Ease of finding info (routes, stops, timetables) 88% 87% 89% 90% 86% 93% 90%

Customer Service Willingness of ferry staff to help 89% 94% 94% 95% 93% 94% 94%

Knowledge of ferry staff 88% 93% 93% 93% 91% 94% 93%

Presentation of ferry staff 90% 95% 93% 95% 93% 95% 93%


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Ferry% Partly to very dissatisfied Ferry route



Overall How satisfied are you with this service 4% 4% 2% 3% 5% 2% 5%

Timeliness This ferry turning up on time 3% 3% 2% 6% 3% 2% 3%

Frequency of this ferry service 9% 18% 6% 19% 22% 12% 11%

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

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

Safety & Security Feeling safe at the ferry wharf 3% 2% 1% 2% 3% 1% 3%

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

This ferry being driven safely 2% 1% 1% 1% 2% 1% 2%

Ticketing Ease of purchasing my ticket 5% 5% 8% 9% 12% 7% 6%

Choice of tickets that meet my travel needs 11% 10% 10% 14% 15% 9% 7%

Convenience Availability of car parking facilities near the ferry wharf 32% 21% 18% 33% 20% 20% 26%

Ease of connection with other modes of transport 7% 12% 8% 5% 6% 8% 6%

Accessibility Ease of accessing the ferry wharf 3% 4% 3% 6% 3% 1% 3%

Ease of getting on and off the ferry 2% 2% 3% 1% 2% 1% 2%

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

Comfort Comfort at the ferry wharf (shelter & seating) 8% 5% 5% 5% 11% 7% 5%

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

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

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

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

Smoothness of this ferry trip 3% 1% 1% 1% 1% 1% 1%

Cleanliness Cleanliness of the ferry wharf 3% 4% 4% 5% 6% 1% 3%

Cleanliness of this ferry 4% 1% 2% 2% 2% 1% 2%

Information Availability of arrival information for this ferry 5% 7% 6% 6% 6% 6% 3%

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

Availability of information about service delays 7% 12% 6% 10% 8% 8% 6%

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

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

Knowledge of ferry staff 4% 3% 3% 2% 3% 1% 2%

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


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Taxi% 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 81% 87% 85% 87%

Timeliness Availability of taxi service 83% 84% 87% 90%

Taxi arrived on time 84% 84% 88% 92%

Journey time given the distance travelled 86% 91% 93% 92%

Traffic flow 81% 88% 91% 92%

Safety & Security Feeling safe while in the taxi 88% 91% 96% 93%

Feeling safe at the taxi rank 89% 84% 80% 87%

The taxi was driven safely 88% 91% 95% 92%

Security features provided in the taxi 85% 86% 92% 90%

Payment Ease of payment 90% 92% 94% 93%

Charged correct fare 85% 89% 93% 91%

Reasonableness of fare charged 72% 79% 75% 77%

Convenience Ease of booking the taxi 91% 87% 93% 92%

Ease of finding the taxi rank 89% 91% 90% 91%

Convenience of drop off at destination 90% 93% 96% 91%

Accessibility Ease of getting in and out of the taxi 89% 91% 94% 95%

Adequate space during the trip 90% 93% 95% 94%

Comfort Comfort at taxi rank (e.g. shelter & seating) 70% 81% 71% 72%

Comfort within the taxi 88% 93% 93% 94%

Temperature level in the taxi 86% 93% 93% 93%

Cleanliness Cleanliness of the taxi rank 81% 86% 78% 81%

Cleanliness of the taxi interior 86% 91% 93% 93%

Pleasant smell in the taxi 79% 86% 90% 89%

Information Information on where to find a taxi 67% 86% 71% 69%

Availability of information at taxi rank 70% 75% 66% 58%

Information on how to book a taxi 88% 83% 89% 85%

Information on my booking request 86% 83% 88% 83%

Information on fares including tolls 65% 69% 70% 69%

Customer Service Willingness of taxi driver to help 78% 83% 86% 86%

Knowledge of taxi driver to get you to your destination 82% 92% 90% 90%

Personal presentation of taxi driver 82% 89% 90% 91%

Ease of communicating with taxi driver 81% 90% 90% 90%

Staff on the phone responded to my needs 87% 87% 86% 93%





NSW

M6

25 C

SI I

ndex

Nov

20

13


Taxi% Partly to very dissatisfied Taxi service area


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




Traffic flow 9% 3% 4% 1%




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



Reasonableness of fare charged 17% 12% 15% 14%


Ease of finding the taxi rank 5% 3% 4% 0%

Convenience of drop off at destination 4% 2% 1% 3%

Accessibility Ease of getting in and out of the taxi 3% 2% 2% 1%


Comfort Comfort at taxi rank (e.g. shelter & seating) 10% 9% 18% 11%

Comfort within the taxi 4% 2% 1% 1%



Cleanliness of the taxi interior 6% 4% 3% 1%


Information Information on where to find a taxi 13% 2% 13% 10%




Information on fares including tolls 14% 10% 10% 9%




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


Information on the options available to me to plan my taxi trip 10% 10% 12% 11%

Access to available service information 13% 13% 16% 12%

Customer Satisfaction Index 2012Appendix

Customer Satisfaction Index 2012Tf

NSW

M22

8_3

Nov

20

13

Train% PARTLY TO VERY SATISFIED SUBURBAN AND INTERCITY TRAIN LINES

Service driver Service attribute Airport & East Hills

Bankstown Blue Mountains

Carlingford Eastern Suburbs

Hunter Illawarra Inner West

Newcastle & Central

Coast

North Shore

Northern Olympic Park

South South Coast

Southern Highlands

Western

Overall How satisfied are you with this service 81% 70% 82% 57% 84% 86% 81% 79% 83% 81% 87% 81% 71% 84% 86% 72%

Timeliness This train turning up on time 84% 78% 87% 68% 87% 86% 90% 85% 87% 80% 85% 83% 73% 85% 86% 83%

Frequency of this train service 74% 67% 66% 30% 83% 79% 78% 68% 70% 73% 71% 82% 64% 66% 57% 62%

Journey time given the distance travelled 78% 69% 73% 58% 86% 84% 84% 75% 71% 79% 78% 84% 58% 71% 72% 68%

Time to connect to other transport services 71% 63% 69% 50% 77% 76% 75% 68% 73% 67% 65% 76% 53% 73% 80% 70%

Safety & Security Feeling safe at the train station 79% 70% 84% 73% 82% 79% 84% 83% 78% 86% 83% 79% 61% 81% 83% 72%

Feeling safe while on this train 83% 78% 83% 74% 84% 75% 84% 83% 81% 86% 84% 81% 67% 80% 85% 75%

This train being driven safely 91% 87% 89% 88% 90% 92% 94% 89% 90% 92% 89% 88% 80% 86% 92% 89%

Ticketing Ease of purchasing my ticket 83% 81% 84% 67% 78% 84% 86% 81% 87% 87% 81% 80% 77% 84% 89% 78%

Choice of tickets that meet my travel needs 81% 79% 83% 65% 72% 86% 84% 77% 86% 82% 80% 77% 72% 82% 89% 82%

Comfort Comfort at the train station (shelter & seating) 70% 70% 76% 64% 68% 78% 75% 73% 72% 67% 75% 73% 65% 82% 82% 63%

Seat availability on this train 81% 77% 85% 84% 84% 85% 82% 86% 85% 85% 87% 84% 75% 87% 89% 77%

Seat comfort on this train 77% 70% 81% 64% 78% 84% 81% 78% 71% 75% 80% 76% 69% 80% 85% 69%

Temperature on this train 70% 58% 80% 45% 72% 84% 73% 70% 79% 74% 80% 67% 69% 86% 81% 68%

Personal space on this train 77% 70% 81% 80% 79% 81% 74% 80% 73% 79% 82% 82% 69% 85% 87% 67%

Accessibility Ease of accessing the train station 86% 86% 85% 76% 85% 89% 90% 87% 87% 88% 84% 83% 79% 87% 92% 85%

Ease of boarding this train 89% 82% 86% 80% 89% 89% 91% 88% 89% 91% 90% 84% 80% 90% 92% 86%

Ease of getting off the train 90% 85% 85% 81% 85% 89% 91% 86% 90% 91% 88% 86% 81% 90% 91% 83%

Usefulness of signs to help you find your way 83% 85% 82% 77% 79% 84% 87% 84% 82% 84% 80% 82% 77% 86% 88% 82%

Cleanliness Cleanliness of the train station 76% 64% 79% 61% 71% 80% 75% 74% 75% 80% 78% 72% 68% 85% 87% 72%

Cleanliness of this train 72% 57% 70% 57% 66% 71% 69% 73% 72% 69% 72% 66% 64% 83% 87% 65%

Cleanliness of seats on this train 71% 55% 70% 50% 67% 71% 68% 72% 71% 69% 71% 66% 62% 82% 86% 65%

Information Availability of arrival information for this train 83% 75% 78% 58% 82% 80% 87% 82% 82% 79% 84% 79% 72% 88% 84% 75%

Availability of next stop information on this train 82% 74% 74% 62% 78% 81% 76% 82% 84% 67% 81% 79% 69% 91% 75% 70%

Availability of information about service delays 73% 66% 69% 45% 72% 71% 72% 71% 72% 69% 72% 73% 63% 83% 73% 63%

Ease of finding information (routes, stops, timetables) 79% 69% 77% 63% 75% 80% 81% 80% 79% 78% 76% 75% 69% 85% 83% 69%

Customer Service Willingness of rail staff to help 75% 69% 77% 62% 76% 78% 76% 76% 74% 73% 69% 76% 69% 82% 85% 68%

Knowledge of rail staff 74% 74% 78% 58% 75% 77% 78% 77% 73% 76% 71% 77% 68% 83% 84% 71%

Presentation of rail staff 79% 73% 81% 64% 79% 81% 82% 79% 78% 76% 73% 81% 73% 84% 88% 74%

Convenience Availability of car parking near the station 61% 54% 75% 60% 42% 76% 56% 49% 68% 51% 47% 63% 48% 76% 77% 65%

Ease of connection with other modes of transport 71% 70% 77% 58% 74% 73% 72% 70% 77% 67% 68% 72% 63% 81% 82% 69%


emailto:[email protected]

Customer Satisfaction Index 2012Train% PARTLY TO VERY DISSATISFIED SUBURBAN AND INTERCITY TRAIN LINES

Service driver Service attribute Airport & East Hills

Bankstown Blue Mountains

Carlingford Eastern Suburbs

Hunter Illawarra Inner West

Newcastle & Central

Coast

North Shore

Northern Olympic Park

South South Coast

Southern Highlands

Western

Overall How dissatisfied are you with this service 11% 22% 9% 34% 8% 9% 10% 13% 9% 13% 9% 12% 19% 12% 8% 13%

Timeliness This train turning up on time 11% 15% 8% 25% 9% 10% 4% 12% 9% 17% 12% 11% 16% 11% 10% 15%

Frequency of this train service 19% 23% 27% 60% 10% 15% 16% 23% 20% 21% 23% 12% 24% 24% 37% 30%

Journey time given the distance travelled 13% 21% 18% 26% 8% 9% 11% 17% 20% 16% 14% 10% 26% 21% 22% 23%

Time to connect to other transport services 13% 17% 13% 37% 12% 11% 12% 19% 15% 18% 25% 18% 29% 16% 14% 16%

Safety & Security Feeling safe at the train station 12% 19% 10% 12% 9% 15% 10% 9% 12% 8% 9% 9% 22% 14% 11% 16%

Feeling safe while on this train 9% 16% 11% 11% 7% 18% 8% 9% 11% 8% 8% 9% 20% 16% 8% 14%

This train being driven safely 3% 7% 5% 8% 5% 5% 2% 5% 5% 5% 5% 6% 10% 10% 5% 6%

Ticketing Ease of purchasing my ticket 12% 11% 11% 20% 15% 12% 8% 13% 9% 8% 14% 13% 13% 10% 8% 14%

Choice of tickets that meet my travel needs 12% 15% 9% 19% 19% 9% 8% 13% 8% 11% 13% 14% 15% 11% 8% 12%

Comfort Comfort at the train station (shelter & seating) 19% 21% 17% 22% 21% 13% 16% 18% 20% 22% 15% 17% 26% 13% 10% 26%

Seat availability on this train 12% 16% 10% 9% 10% 11% 14% 9% 10% 10% 10% 9% 18% 8% 6% 15%

Seat comfort on this train 16% 22% 12% 20% 14% 9% 14% 14% 22% 15% 13% 16% 23% 15% 9% 22%

Temperature on this train 22% 33% 13% 41% 18% 10% 18% 22% 14% 19% 15% 23% 24% 10% 13% 20%

Personal space on this train 14% 17% 12% 7% 12% 13% 19% 13% 20% 13% 11% 11% 20% 10% 9% 20%

Accessibility Ease of accessing the train station 7% 10% 7% 13% 8% 7% 5% 7% 8% 8% 9% 10% 9% 7% 6% 8%

Ease of boarding this train 5% 10% 7% 9% 5% 7% 7% 5% 4% 5% 5% 7% 7% 5% 6% 6%

Ease of getting off the train 4% 9% 7% 7% 8% 7% 6% 8% 4% 5% 7% 6% 7% 6% 6% 8%

Usefulness of signs to help you find your way 7% 7% 7% 9% 9% 6% 6% 6% 7% 6% 8% 8% 9% 7% 5% 10%

Cleanliness Cleanliness of the train station 15% 26% 13% 23% 18% 15% 17% 18% 15% 15% 16% 15% 21% 9% 7% 16%

Cleanliness of this train 19% 31% 23% 29% 22% 23% 24% 20% 19% 23% 21% 22% 25% 12% 9% 24%

Cleanliness of seats on this train 19% 30% 22% 34% 22% 20% 24% 20% 20% 19% 19% 21% 26% 11% 9% 24%

Information Availability of arrival information for this train 9% 14% 11% 26% 9% 9% 7% 10% 10% 12% 9% 12% 13% 7% 7% 15%

Availability of next stop information on this train 10% 15% 15% 24% 12% 11% 15% 8% 7% 21% 12% 10% 16% 5% 13% 19%

Availability of information about service delays 15% 20% 16% 41% 15% 18% 14% 15% 19% 19% 16% 15% 22% 8% 17% 22%

Ease of finding information (routes, stops, timetables) 8% 17% 11% 19% 12% 9% 8% 8% 9% 10% 11% 11% 13% 8% 9% 14%

Customer Service Willingness of rail staff to help 10% 14% 10% 24% 8% 14% 10% 9% 12% 11% 12% 9% 12% 9% 8% 13%

Knowledge of rail staff 8% 11% 8% 21% 8% 12% 7% 7% 10% 6% 10% 9% 11% 10% 8% 9%

Presentation of rail staff 6% 12% 7% 19% 7% 10% 5% 6% 8% 7% 9% 8% 10% 8% 5% 9%

Convenience Availability of car parking near the station 27% 28% 13% 18% 34% 11% 32% 29% 22% 34% 34% 20% 33% 15% 13% 24%

Ease of connection with other modes of transport 15% 13% 10% 25% 15% 15% 13% 12% 12% 15% 14% 12% 18% 9% 12% 17%


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Customer Satisfaction Index 2012Bus% PARTLY TO VERY SATISFIED METROPOLITAN BUS SERVICE REGION



















Ease of boarding this bus 87% 90% 91% 88% 85% 89% 90% 93% 91% 93% 94% 86% 96% 89%

Ease of getting off the bus 85% 89% 91% 88% 85% 89% 89% 91% 91% 93% 94% 86% 96% 90%




Cleanliness of seats on this bus 87% 88% 88% 90% 82% 89% 87% 86% 83% 89% 93% 82% 96% 87%




Ease of finding information (routes, stops, timetables) 71% 83% 69% 68% 72% 72% 70% 68% 66% 77% 72% 68% 74% 76%




Convenience Availability of car parking near the bus stop 65% 73% 64% 59% 68% 53% 53% 54% 55% 64% 67% 61% 69% 78%



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Customer Satisfaction Index 2012Bus% PARTLY TO VERY DISSATISFIED METROPOLITAN BUS SERVICE REGION


Overall How dissatisfied are you with this service 18% 8% 12% 13% 21% 17% 11% 9% 16% 14% 9% 11% 4% 13%

















Ease of boarding this bus 8% 5% 5% 8% 11% 5% 5% 3% 4% 5% 5% 9% 3% 6%

Ease of getting off the bus 7% 6% 6% 7% 10% 4% 6% 4% 4% 5% 4% 7% 2% 5%




Cleanliness of seats on this bus 9% 7% 7% 8% 13% 6% 8% 7% 8% 8% 4% 11% 2% 6%




Ease of finding information (routes, stops, timetables) 18% 11% 17% 23% 19% 15% 18% 16% 22% 15% 17% 16% 17% 16%




Convenience Availability of car parking near the bus stop 15% 15% 13% 23% 22% 19% 23% 22% 19% 22% 17% 18% 16% 11%



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Customer Satisfaction Index 2012Bus% PARTLY TO VERY SATISFIED OUTER-METROPOLITAN BUS SERVICE REGION

Service driver Service attribute 1 2* 3 4* 5 6 7 8* 9 & 10*


















Ease of boarding this bus 90% 85% 96% 93% 87% 91% 97% 92% 83%

Ease of getting off the bus 89% 85% 97% 93% 90% 91% 98% 95% 83%




Cleanliness of seats on this bus 91% 88% 97% 96% 87% 90% 97% 96% 87%




Ease of finding information (routes, stops, timetables) 85% 77% 85% 86% 81% 74% 92% 87% 69%




Convenience Availability of car parking near the bus stop 83% 79% 87% 83% 65% 70% 83% 83% 62%


* The customer satisfaction survey margin of error due to sample size exceeds 10% at 95% confidence for this region.


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Bus% PARTLY TO VERY DISSATISFIED OUTER-METROPOLITAN BUS SERVICE REGION

Service driver Service attribute 1 2* 3 4* 5 6 7 8* 9 & 10*

Overall How dissatisfied are you with this service 9% 12% 4% 3% 11% 8% 2% 0% 17%

















Ease of boarding this bus 7% 9% 2% 6% 7% 5% 0% 7% 13%

Ease of getting off the bus 7% 9% 2% 6% 6% 5% 0% 3% 15%




Cleanliness of seats on this bus 7% 8% 3% 4% 7% 4% 1% 0% 13%




Ease of finding information (routes, stops, timetables) 8% 11% 7% 13% 12% 13% 3% 6% 27%




Convenience Availability of car parking near the bus stop 9% 13% 7% 6% 16% 11% 6% 5% 24%



* The customer satisfaction survey margin of error due to sample size exceeds 10% at 95% confidence for this region.


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Customer Satisfaction Index 2012Ferry% PARTLY TO VERY SATISFIED FERRY ROUTE


Woolwich / Balmain


Overall How satisfied are you with this service 93% 95% 94% 95% 94% 93% 95% 96%

Timeliness This ferry turning up on time 93% 94% 95% 95% 95% 94% 94% 95%

Frequency of this ferry service 90% 81% 89% 78% 70% 74% 80% 87%

Journey time given the distance travelled 90% 92% 95% 91% 95% 92% 95% 96%

Time to connect to other transport services 85% 87% 92% 83% 90% 90% 86% 94%

Safety & Security Feeling safe at the ferry wharf 93% 95% 96% 96% 94% 95% 95% 96%

Feeling safe while on this ferry 95% 96% 96% 97% 95% 96% 96% 95%

This ferry being driven safely 95% 96% 96% 97% 95% 96% 96% 96%

Ticketing Ease of purchasing my ticket 92% 91% 86% 88% 89% 86% 90% 87%

Choice of tickets that meet my travel needs 91% 90% 88% 85% 85% 87% 88% 88%

Comfort Comfort at the ferry wharf (shelter & seating) 83% 91% 90% 83% 91% 84% 88% 85%

Seat availability on this ferry 95% 93% 96% 97% 98% 96% 97% 97%

Seat comfort on this ferry 89% 92% 96% 96% 95% 93% 94% 93%

Temperature on this ferry 92% 90% 94% 94% 95% 93% 91% 89%

Personal space on this ferry 93% 91% 96% 97% 97% 95% 95% 94%

Smoothness of this ferry trip 93% 95% 96% 96% 97% 96% 96% 95%

Accessibility Ease of accessing the ferry wharf 93% 96% 96% 95% 95% 95% 95% 96%

Ease of boarding this ferry 92% 95% 96% 95% 96% 95% 96% 94%

Ease of getting off the ferry 91% 96% 95% 96% 97% 94% 95% 94%

Usefulness of signs to help you find your way 90% 93% 93% 93% 91% 91% 92% 94%

Cleanliness Cleanliness of the ferry wharf 90% 93% 93% 93% 93% 91% 94% 93%

Cleanliness of this ferry 91% 95% 95% 96% 95% 95% 96% 93%

Cleanliness of seats on this ferry 88% 93% 96% 96% 94% 93% 95% 94%

Information Availability of arrival information for this ferry 91% 86% 90% 87% 86% 89% 89% 90%

Availability of next stop information on this ferry 90% 84% 87% 79% 84% 85% 87% 88%

Availability of information about service delays 85% 81% 80% 71% 81% 73% 82% 84%

Ease of finding information (routes, stops, timetables) 88% 90% 89% 84% 89% 87% 91% 89%

Customer Service Willingness of ferry staff to help 86% 94% 94% 90% 91% 90% 93% 91%

Knowledge of ferry staff 86% 93% 94% 92% 88% 88% 94% 91%

Presentation of ferry staff 89% 94% 94% 91% 93% 90% 95% 92%

Convenience Availability of car parking near the ferry wharf 49% 75% 67% 68% 44% 67% 67% 48%

Ease of connection with other modes of transport 84% 81% 86% 82% 88% 89% 81% 93%


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Customer Satisfaction Index 2012Ferry% PARTLY TO VERY DISSATISFIED FERRY ROUTE


Woolwich / Balmain


Overall How dissatisfied are you with this service 5% 4% 4% 3% 5% 6% 5% 2%

Timeliness This ferry turning up on time 6% 5% 4% 5% 4% 5% 5% 2%

Frequency of this ferry service 7% 14% 7% 17% 23% 22% 17% 8%

Journey time given the distance travelled 7% 6% 5% 6% 5% 6% 4% 1%

Time to connect to other transport services 9% 8% 6% 8% 5% 5% 9% 3%

Safety & Security Feeling safe at the ferry wharf 6% 4% 3% 3% 5% 4% 5% 2%

Feeling safe while on this ferry 3% 3% 4% 2% 4% 4% 4% 2%

This ferry being driven safely 3% 4% 3% 2% 4% 4% 4% 2%

Ticketing Ease of purchasing my ticket 6% 7% 9% 9% 7% 11% 9% 9%

Choice of tickets that meet my travel needs 6% 7% 9% 10% 11% 9% 8% 8%

Comfort Comfort at the ferry wharf (shelter & seating) 11% 6% 5% 9% 6% 11% 9% 7%

Seat availability on this ferry 4% 5% 3% 3% 2% 3% 3% 2%

Seat comfort on this ferry 8% 5% 3% 4% 2% 4% 4% 2%

Temperature on this ferry 6% 5% 3% 4% 3% 4% 6% 3%

Personal space on this ferry 5% 6% 3% 2% 2% 3% 3% 2%

Smoothness of this ferry trip 4% 3% 3% 2% 2% 3% 3% 2%

Accessibility Ease of accessing the ferry wharf 5% 3% 3% 5% 5% 4% 4% 2%

Ease of boarding this ferry 5% 3% 3% 4% 3% 4% 4% 4%

Ease of getting off the ferry 6% 3% 3% 3% 3% 4% 4% 3%

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

Cleanliness Cleanliness of the ferry wharf 6% 5% 4% 5% 6% 7% 4% 3%

Cleanliness of this ferry 7% 4% 3% 3% 3% 3% 3% 2%

Cleanliness of seats on this ferry 8% 4% 3% 2% 4% 4% 4% 3%

Information Availability of arrival information for this ferry 5% 7% 5% 6% 6% 5% 7% 2%

Availability of next stop information on this ferry 4% 7% 7% 9% 8% 5% 7% 3%

Availability of information about service delays 7% 12% 8% 11% 7% 13% 10% 5%

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

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

Knowledge of ferry staff 6% 4% 2% 2% 3% 3% 3% 0%

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

Convenience Availability of car parking near the ferry wharf 31% 18% 16% 19% 35% 21% 23% 39%

Ease of connection with other modes of transport 8% 11% 8% 9% 8% 6% 12% 4%


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Customer Satisfaction Index 2012Taxi% SLIGHTLY TO VERY SATISFIED TAXI SERVICE AREA



Taxi turned up 83% 87% 90% 87%

Taxi already at rank 81% 78% 63% 74%



Traffic flow 78% 84% 87% 84%




Safety features peovided 82% 86% 89% 87%


Cost of the service 64% 71% 69% 66%


Comfort Comfort at taxi rank (shelter & seating) 57% 66% 43% 55%

Seating comfort in the taxi 85% 91% 93% 90%



Smoothness of the journey 80% 85% 87% 85%


Ease of finding the taxi 82% 85% 73% 82%

Ease of passenger drop off near stations/stops/wharfs 86% 91% 89% 90%

Accessibility Ease of getting in the taxi 88% 90% 92% 88%

Ease of getting out of the taxi 89% 92% 93% 90%


Appropriate taxi type for my needs 90% 93% 93% 91%


Cleanliness of seats in the taxi 83% 89% 92% 90%

Cleanlines of the taxi 83% 90% 92% 90%

Information Information on where to catch a taxi/location of taxi ranks 64% 71% 64% 71%











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Customer Satisfaction Index 2012Taxi% SLIGHTLY TO VERY DISSATISFIED TAXI SERVICE AREA



Taxi turned up 7% 9% 4% 4%

Taxi already at rank 11% 11% 28% 13%



Traffic flow 10% 6% 7% 6%




Safety features peovided 3% 3% 2% 2%


Cost of the service 22% 18% 17% 21%


Comfort Comfort at taxi rank (shelter & seating) 20% 16% 29% 23%

Seating comfort in the taxi 4% 3% 2% 2%



Smoothness of the journey 8% 8% 6% 4%


Ease of finding the taxi 10% 9% 20% 6%

Ease of passenger drop off near stations/stops/wharfs 3% 2% 4% 2%

Accessibility Ease of getting in the taxi 4% 4% 4% 1%

Ease of getting out of the taxi 3% 2% 3% 1%


Appropriate taxi type for my needs 1% 2% 2% 1%


Cleanliness of seats in the taxi 7% 5% 4% 4%

Cleanlines of the taxi 7% 5% 5% 4%

Information Information on where to catch a taxi/location of taxi ranks 11% 10% 14% 9%











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mailto:[email protected]

Documents

Customer Satisfaction Index and Appendix 2013 · From May 2012, the Police Transport Command started putting police back on public transport. Police provide a visible enforcement