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Customer satisfaction survey Period 2 (28 th April- 25 th May)

Customer satisfaction survey...Customer satisfaction survey Period 2 (28thApril-25thMay) Highlights 10,441 incoming messages 8,569 incoming conversations. • Our Net promoter Score

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Page 1: Customer satisfaction survey...Customer satisfaction survey Period 2 (28thApril-25thMay) Highlights 10,441 incoming messages 8,569 incoming conversations. • Our Net promoter Score

Customer satisfaction surveyPeriod 2 (28th April- 25th May)

Page 2: Customer satisfaction survey...Customer satisfaction survey Period 2 (28thApril-25thMay) Highlights 10,441 incoming messages 8,569 incoming conversations. • Our Net promoter Score

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

Page 3: Customer satisfaction survey...Customer satisfaction survey Period 2 (28thApril-25thMay) Highlights 10,441 incoming messages 8,569 incoming conversations. • Our Net promoter Score

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

Page 4: Customer satisfaction survey...Customer satisfaction survey Period 2 (28thApril-25thMay) Highlights 10,441 incoming messages 8,569 incoming conversations. • Our Net promoter Score

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

Page 5: Customer satisfaction survey...Customer satisfaction survey Period 2 (28thApril-25thMay) Highlights 10,441 incoming messages 8,569 incoming conversations. • Our Net promoter Score

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

Page 6: Customer satisfaction survey...Customer satisfaction survey Period 2 (28thApril-25thMay) Highlights 10,441 incoming messages 8,569 incoming conversations. • Our Net promoter Score

Thank you