Return Quality Services Goal 9 : Improve customer experience with public transport services Minister for Transport

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Ralph Andrews
8 years ago
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1 .0 Proportion of train users partly satisfied or very satisfied with overall service.0.1 In 2012, 79% of train users were partly satisfied to very satisfied with overall service the state. To ensure that the rail network caters for future growth, the Fixing the Trains program was announced in May 2012 to provide the world-class system that NSW train customers deserve. This includes the structural breakup of RailCorp and the establishment of Sydney Trains and NSW Trains on 1 July 2013 to deliver services to two distinct customer groups. In November 2012, Transport for NSW undertook a customer survey to collate the 2013 Customer Satisfaction Index to measure satisfaction levels across the NSW public transport system. The 2013 Customer Satisfaction Index includes responses from more than 17,000 customers across five transport modes: train, bus, ferry, light rail and taxi. This survey will be repeated every six months going forward to track improvements within the transport system. The 2013 Customer Satisfaction Index applied simple random 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, limits were placed on the of customers to be sampled within each vehicle at 40. The 2013 Customer Satisfaction Index aims 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. Transport for NSW surveyed 5,964 train customers for customer satisfaction. The geographical scope of the survey for train was defined by the CityRail network boundaries (as were in place for November 2012) and service operations. Customer satisfaction is determined as the 'Proportion of train customers partly to very satisfied with the overall service'. s Report

2 .0 Proportion of bus users partly satisfied or very satisfied with overall service.0.2 In 2012, 79% of bus users were partly satisfied to very satisfied with overall service. the state. Several customer-based initiatives have already been implemented to improve customer satisfaction and operational performance across the bus network. Since the release of three real time bus apps in December 2012, customers have downloaded the apps and used real time data more than four million times to track their bus and plan journeys. Other initiatives are also underway to ensure that bus operators monitor and perform against the standards outlined in their contracts to adequately respond to customer expectations. See measure.0.1 for details of the index. Transport for NSW surveyed 5,173 bus customers for customer satisfaction. The geographical scope of the survey for the bus component was defined by bus operator service contract regions for the metropolitan and outer metropolitan regions. There are 15 Metropolitan Bus Service contract regions and 10 Outer-Metropolitan Bus Service contract regions. Customer satisfaction is determined as the 'Proportion of bus customers partly to very satisfied with the overall service'. 130 s Report 2013

3 .0 Proportion of ferry users partly satisfied or very satisfied with overall service.0.3 In 2012, 94% of ferry users were partly satisfied to very satisfied with overall service the state. Beginning on 28 July 2012, a private operator for Sydney Ferries began operation under a contracted arrangement with Transport for NSW to lift standards of customer service and to deliver safer, cleaner and more reliable ferries. Transport for NSW has taken advantage of several opportunities to expand ferry services, encouraging private sector involvement and greater service innovation for customers. See measure.0.1 for details of the index. Transport for NSW surveyed 3,125 ferry customers for customer satisfaction. The geographical scope of the survey for the ferry component was defined by the Sydney Ferries network Customer satisfaction is determined as the 'Proportion of ferry customers partly to very satisfied with the overall service'. s Report

4 .0 Proportion of light rail users partly satisfied or very satisfied with the overall information service provided at point of service.0.4 In 2012, 91% of light rail users were partly satisfied to very satisfied with overall service the state. As a mode, light rail coverage will continue to expand across the Sydney Metropolitan area with the estimated $1.6 billion 12km Light Rail project linking Circular Quay and Central via George Street, through to Randwick. This is in addition to the Inner West Light Rail Extension from Central through, Lilyfield to Dulwich Hill. See measure.0.1 for details of the index. Transport for NSW surveyed 637 light rail customers for customer satisfaction. The geographical scope of the survey for the light rail component was defined by the Metro Light Rail network. Customer satisfaction is determined as the 'Proportion of light rail customers partly to very satisfied with the overall service'. 132 s Report 2013

5 .0 Proportion of taxi users partly satisfied or very satisfied with the overall information service provided at point of service.0.5 To be determined The baseline result for taxis will be released with the 2013 Transport Customer Satisfaction Index. s Report

6 Increase real time travel information to customers Increase real time travel information to customers Percentage of train, bus, ferry and light rail services with accessible and accurate real time traveller information Under development These measures are under development. 134 s Report 2013

Customer Satisfaction Index 2014

Customer Satisfaction Index 2014 Customer Satisfaction Index 01 Contents Executive summary Customer satisfaction methodology Initiatives to improve customer satisfaction November 01 results Overall train network Overall bus regions Overall