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Customer satisfaction surveyPeriod 2 (28th April- 25th May)
Highlights
10,441 incoming messages
8,569 incoming conversations.
• Our Net promoter Score for Period 2 (28th April- 25th
May) was 36 with 44% of our customers would recommend us to their friends and family.
• 78% of customers were satisfied with the overall on-board environment.
• 98% of customers were satisfied with their overall journey.
• 76% of customers were satisfied with the overall station environment.
• 96% of customers who had already purchased tickets were satisfied with the overall ticket buying process.
• 80% of customers were satisfied with how the delay they incurred was handled.
0%
5%
10%
15%
20%
25%
30%
35%
0 - - Leastlikely
1 2 3 4 5 6 7 8 9 10 - Verylikely
Likelihood of recommendation
Station
10,441 incoming messages
8,569 incoming conversations.
On average the Twitter team received 372 messages a day and 65% of tweets were within 10 minutes.
Responses typically took 1 minute 30 seconds to compose and send.
76% of customers were satisfied with the overall station environment.
88% were satisfied with the helpfulness of staff.
75% were happy with the cleanliness of stations.
56% were happy with toilet facilities.
50% were satisfied with the choice of shops.
64% were happy with the car parking facilities.
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Ticket office orTicket VendingMachine (TVM)
CustomerInformation
Screens
Car park ing Wayfinding Station Upkeep ShelterFacilities
Cleanliness Toilet Facilities Availability ofStaff
Helpfulness ofStaff
Connectionswith otherforms oftransport
Security @Station
Step fromPlatform to
train
Availability ofseating
Choice of Shops
Station Environment
Very dissatisfied Fairly dissatisfied Neither satisfied or dissatisfied Fairly satisfied Very satisfied
38%
39%
17%
4%
2%
Overall Station Environment Satisfaction
Very satisfied
Fairly satisfied
Neither satisfied or dissatisfied
Fairly dissatisfied
Very dissatisfied
On-Board
10,441 incoming messages
8,569 incoming conversations.
On average the Twitter team received 372 messages a day and 65% of tweets were within 10 minutes.
Responses typically took 1 minute 30 seconds to compose and send.
78% of customers were satisfied with the overall on-board environment.
83% were satisfied with the helpfulness of staff
74% were happy with the Wi-Fi on-board
86% were satisfied with their own personal security on the train
59% were happy with the on-board toilet facilities.
76% were happy with the digital information on board
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Digitalinformation
Manualannouncements
Upkeep/ repairof train
Cleanliness Toilet facilities Availability ofstaff
Helpfulness ofstaff
Space forluggage
Security onboard Availability ofseating
Comfort ofseating
Reservations(seat)
On-boardcateringprovision
Availability ofWi-Fi
On-board Environment
Very dissatisfied Fairly dissatisfied Neither satisfied or dissatisfied Fairly satisfied Very satisfied
30%
48%
21%
1% 0%
Overall On-board Environment Satisfaction
Very satisfied
Fairly satisfied
Neither satisfied or dissatisfied
Fairly dissatisfied
Very dissatisfied
Ticket buying facilities and process
10,441 incoming messages
8,569 incoming conversations.
On average the Twitter team received 372 messages a day and 65% of tweets were within 10 minutes.
Responses typically took 1 minute 30 seconds to compose and send.
96% of customers who had already purchased tickets were satisfied with the overall ticket buying process.
• The 3 most popular methods of purchasing a ticket were;1. Ticket Office 2. On-board 3. TVM( Ticket Vending Machine)
81.9%
14.0%
3.0% 0.9% 0.2%
Very satisfied Fairly satisfied Neither satisfied ordissatisfied
Fairly dissatisfied Very dissatisfied
Satisfaction with ticket buying process
On-Board – Journey & Disruption
Very satisfied
60%Fairly satisfied
20%
Neither satisfied or dissatisfied
20%
Satisfaction with handling of disruption
98% of customers were satisfied with their overall journey.
No59%
Yes41%
Awareness of 'Delay-Repay'
Only 41% of customer's were aware of the Delay Repay compensation system. Find out morehere: https://tfwrail.wales/delay-compensation
Thank you