Customer Satisfaction Index 2014

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1 Customer Satisfaction Index 01

2 Contents Executive summary Customer satisfaction methodology Initiatives to improve customer satisfaction November 01 results Overall train network Overall bus regions Overall ferry routes Overall light rail 1 Urban taxi network 1 May 01 results 1 Overall train network 1 Overall bus regions 1 Overall ferry routes 1 Overall light rail 1 Urban taxi network 0 Customer Satisfaction Index 01

3 Executive summary The NSW Government s vision is for an integrated public transport system that drives better outcomes for all customers. 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 01 independently brings together the voices of over,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 Index 01

4 Customer satisfaction methodology Background Transport for NSW conducts two surveys each year to measure customer satisfaction levels across the NSW public transport system. Last year, we reported on satisfaction from November 0 and June 01. In this report, we look at data from our November 01 and May 01 surveys. We will continue to survey customers each financial year to help us drive improvements. The survey was designed by the Customer Experience Division of Transport for NSW to ensure that it measured the service attributes that customers value the most. The Customer Experience Division used customer 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 most, focusing on the top nine customer service priorities including timeliness, safety & security and comfort. The Customer Satisfaction Index 01 includes responses from more than,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. Scale The 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 Very Dissatisfied Dissatisfied Partly Dissatisfied Neither Satisfied nor Dissatisfied Partly Satisfied Satisfied Very Satisfied Survey methodology The 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, maximums were placed on the number of customers to be sampled within each vehicle, at 0 customers for train, bus and light rail and 0 customers for ferry. Sample sizes on board most of the services stayed within these maximums and were exceeded in only a few cases. The surveys aim to achieve a margin of error of approximately ±% with a % 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 Index 01

5 Customer satisfaction methodology Survey interviewers worked seven hour shifts in pairs to distribute and collect surveys. Shift times include: Weekday am :0 am 1:0 pm Weekday pm 1:0 pm :0 pm Weekend :00 am :00 pm While on board, 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 each 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 direct patronage weighting was possible. Instead, the overall results for taxi were weighted based on the ratio of bookings accepted by operators in the four geographic regions surveyed. Taxi customers were surveyed regarding their most recent experience by means of an online questionnaire. Customers were recruited via an online panel and ed invitations to participate in the survey. Eligibility Customers 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 include 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 1 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. Notes about the customer satisfaction results in this report The reported variance between some results across time periods may differ from the variance between the whole number results due to rounding. Customer Satisfaction Index 01

6 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. Customers continue to benefit from extra train, ferry and bus services following the introduction of the new timetable in October last year. The timetable is also easier for customers to remember, with fewer stopping patterns, more consistent service times, particularly in peak periods, better connections and reduced journey times. The new timetable includes more than 1,000 additional services across the train network every week, more than 1,00 new bus weekly services and new weekly ferry services. Since the introduction of the new timetable, almost,000 additional bus services operate for customers every week. Train customers are also enjoying quick, frequent and reliable services, with Sydney Trains reporting an overall Peak Punctuality of per cent and an On Time Running of. percent for 01-1, exceeding its per cent target for both measures. Safety & Security The Police Transport Command (PTC) continues its work to boost safety for public transport customers. As of July 01, officers have made,000 arrests, laid more than,000 charges and issued more than,000 infringements and conducted hundreds of operations. Under Operation Rolling Shield, the PTC deploys officers strategically across the network, boosting police numbers in areas where they are most needed to help keep customers safe. There are now more than,000 CCTV cameras across the rail network- more than ever before. Ticketing Opal continues to roll out with strong customer take-up of the cards. Customers are enjoying cheaper fares, travel incentives and rewards, and the end to queuing for tickets. Opal has now been activated across all suburban and intercity trains, all Sydney Ferries services and will be rolled out on all buses by the end of 01. The card will be available to light rail customers early next year. Customer Satisfaction Index 01

7 Initiatives to improve customer satisfaction The NSW Government has announced a $. billion investment on around new state-of-the-art intercity trains, totalling about 0 brand new carriages. The new trains will carry customers to the Central Coast, Newcastle, the Blue Mountains, and the Illawarra and are due to begin arriving on to the tracks in 01, with their delivery complete by 0. The last Waratah train was delivered in June this year, meaning almost 0 per cent of timetabled Sydney Trains services are now air-conditioned. The Inner West Light Rail Extension will see new light rail vehicles on the tracks, offering more standing room, accessible seating, low floors, more hand rails and wider aisles for prams and wheelchairs. The first of these new vehicles started rolling out from July 01. new buses have been dedicated to the growth of customer services as well as new buses to replace old ones in north-west and south-west Sydney. Design work for six new ferries is also underway. Accessibility and Convenience The Transport Access Program continues to make life easier for public transport customers, particularly people in wheelchairs, or with injuries, parents with prams and the elderly. The $0 million investment over four years delivers integrated, modern, secure and accessible transport infrastructure like lifts and ramps where it is needed most. Since the program started in April 0, more than projects are underway or have been completed. Work is underway to provide more than,00 car parks, including handing back 1,00 staff car parking spaces for Sydney Trains and NSW TrainLink customers at close to 0 stations across the state. This is in addition to more than 1,00 extra spaces already delivered since 0. There are also another,000 new car parking spaces being built for the North West Rail Link, and 1,0 new car parking spaces for the South West Rail Link project. $ million has been invested on a station refresh program at train stations across the network. Another $ million will be invested in the refresh of 1 regional stations. The work includes a deep clean, improved station security and less clutter on platforms. Work has also started on an $ million major refresh to Town Hall Station with new tiling, fresh paint, improved lighting and upgraded staircases. There was a deep cleaning blitz of 1,00 carriages, including proper cleaning for seats and floors for the first time in more than years. Around 00,000 square metres of graffiti has been removed from trains, with new scratchresistant glass on windows to prevent etching. Bins have also been re-introduced to the network, with more than 0 put on around 0 stations across the network. This includes 10 on some of the busiest platforms. Customer Satisfaction Index 01

8 Initiatives to improve customer satisfaction Our public transport apps have been popular with customers with more than two million downloads. transportnsw.info was launched in December 01 and includes a host of new and improved features which will enable customers to better plan their trips and keep in touch with the latest transport alerts. Customer Service Around 1,00 frontline rail staff have received customer service training to help them provide customers with the highest standards of service and information. New uniforms for Sydney Trains and NSW TrainLink customer service staff have improved presentation and helped customers identify staff more easily. New wayfinding signage was introduced this year to make it easier for customers to navigate through their journey and interchange between modes quickly. And a new team of paramedics is now located at busy stations in the morning and afternoon peak periods to urgently help sick customers and keep trains moving to reduce delays. Customer Satisfaction Index 01

9 November 01 results Customer Satisfaction Index 01

10 Overall train network Customer satisfaction % satisfied How satisfied are you with this service? This train turning up on time Frequency of this train service Journey time given the distance travelled Time to connect to other transport services Safety & Security Feeling safe at the train station Feeling safe while on this train Ticketing Ease of purchasing my ticket Choice of tickets that meet my travel needs Convenience Availability of car parking facilities near the train station Ease of connection with other modes of transport Accessibility Ease of accessing the train station Ease of getting on/off this train Usefulness of signs to help you find your way at the train stop (shelter & seating) Seat availability on this train Seat comfort on this train Temperature on this train Personal space on this train of the train stop of this train Availability of arrival information for this train Availability of next stop information on this train Availability of information about service delays Ease of finding info (routes, stops, timetables) Summary Customer Service Willingness of train staff to help Knowledge of train staff Presentation of train staff overall train network 01Q % Dissatisfied % Partly to very satisfied % 0% 0% 0% 0% 0% Satisfaction with the train network increased percentage points from November 0 Customers were more satisfied with safety & security, comfort, cleanliness and information Customers were most satisfied with safety & security and accessibility, which include: feeling safe at the train station, feeling safe while on this train, ease of accessing the train station, ease of getting on/off the train and usefulness of signs to help you find your way Train customers were least satisfied with convenience, which includes: availability of car parking facilities near the station and ease of connection with other modes of transport. 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 Satisfaction Index

11 Overall bus regions Customer satisfaction % satisfied overall bus network 01Q Summary How satisfied are you with this service? This bus turning up on time Frequency of this bus service Journey time given the distance travelled Time to connect to other transport services Safety & Security Feeling safe at the bus stop Feeling safe while on this bus This bus being driven safely Ticketing Ease of purchasing my ticket Choice of tickets that meet my travel needs Convenience Availability of car parking facilities near the bus stop Ease of connection with other modes of transport Accessibility Ease of accessing the bus stop Ease of getting on and off this bus Usefulness of signs to help you find your way at the bus stop (shelter & seating) Seat availability on this bus Seat comfort on this bus Temperature on this bus Personal space on this bus Smoothness of this bus trip of the bus stop of this bus Availability of arrival information for this bus Availability of next stop information on this bus Availability of information about service delays Ease of finding info (routes, stops, timetables) Customer Service Willingness of bus staff to help Knowledge of bus staff Presentation of bus staff % Dissatisfied % Partly to very satisfied % 0% 0% 0% 0% 0% Satisfaction with the bus network increased percentage points from November 0 Bus customers were more satisfied with timeliness Customers were most satisfied with safety & security and accessibility, which include: feeling safe at the bus stop, feeling safe while on this bus, ease of accessing the bus stop, ease of getting on/off this bus and usefulness of signs to help you find your way Customers were least satisfied with convenience and information, especially availability of car parking facilities near the bus stop and information about service delays. 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.

12 Overall ferry routes Customer satisfaction % satisfied overall ferry network 01Q How satisfied are you with this service This ferry turning up on time Frequency of this ferry service Journey time given the distance travelled Time to connect to other transport services Safety & security Feeling safe at the ferry wharf Feeling safe while on this ferry This ferry being driven safely Ticketing Ease of purchasing my ticket Choice of tickets that meet my travel needs Convenience Availability of car parking facilities near the ferry wharf Ease of connection with other modes of transport Accessibility Ease of accessing the ferry wharf Ease of getting on and off the ferry Usefulness of signs to help you find your way at the ferry wharf (shelter & seating) Seat availability on this ferry Seat comfort on this ferry Temperature on this ferry Personal space on this ferry Smoothness of this ferry trip of the ferry wharf of this ferry Availability of arrival information for this ferry Availability of next stop information on this ferry Availability of information about service delays Ease of finding info (routes, stops, timetables) Customer service Willingness of ferry staff to help Knowledge of ferry staff Presentation of ferry staff % Dissatisfied % Partly to very satisfied 1 Summary 0% 0% 0% 0% 0% 0% Satisfaction with the ferry network increased 1 percentage point from November 0 Ferry customers were more satisfied with timeliness, safety & security, comfort, cleanliness and information Customers were most satisfied with safety & security, accessibility and comfort, which include: feeling safe at the ferry wharf, feeling safe while on this ferry, ease of getting on and off the ferry and seat availability on this ferry Customers expressed the least satisfaction with convenience, especially availability of car parking facilities near the ferry wharf. 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.

13 Overall light rail Customer satisfaction How satisfied are you with this light rail service? This light rail turning up on time Frequency of this light rail service Journey time given the distance travelled Time to connect to other transport services Safety & Security Feeling safe at the light rail station/stop Feeling safe while on this light rail service This light rail service being driven safely Ticketing Ease of purchasing my ticket Choice of tickets that meet my travel needs Convenience Availability of car parking facilities near the station/stop Ease of connection with other modes of transport Accessibility Ease of accessing the light rail station/stop Ease of getting on and off the light rail service Usefulness of signs to help you find your way at the light rail station/stop (shelter & seating) Seat availability on this light rail service Seat comfort on this light rail service Temperature on this light rail service Personal space on this light rail service of the light rail station/stop of this light rail service Availability of arrival information for this service Availability of next stop information on this service Availability of information about service delays Ease of finding info. (routes, stops and timetables) Summary Customer Service Willingness of light rail staff to help Knowledge of light rail staff Presentation of light rail staff overall light rail network 01Q % Dissatisfied % satisfied % 0% 0% 0% 0% 0% 1 % Partly to very satisfied Satisfaction with light rail decreased percentage points from November 0 Light rail customers were more satisfied with safety & security and cleanliness Customers were most satisfied with safety & security and cleanliness, which include feeling safe at the light rail station/stop, feeling safe while on this light rail service and cleanliness of this light rail service Customers were least satisfied with information, especially information about service delays and availability of arrival information. 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 Satisfaction Index

14 Urban taxi network Customer satisfaction* % satisfied urban taxi network 01Q % Dissatisfied How satisfied were you with the service Availability of taxi services 1 Taxi arrived on time Journey time given the distance travelled Traffic flow 1 Safety & Security Feeling safe while in the taxi Feeling safe at the taxi rank 1 The taxi was driven safely Security features provided in the taxi Payment Ease of payment Charged correct fare Reasonableness of fare charged 1 Convenience Ease of booking the taxi Ease of finding the taxi rank Convenience of drop off at destination Accessibility Ease of getting in and out of the taxi Adequate space during the trip at taxi rank (e.g. shelter & seating) within the taxi Temperature level in the taxi of the taxi rank of the taxi interior Pleasant smell in the taxi on where to find a taxi Availability of information at taxi rank on how to book a taxi on my booking request on fares including tolls 1 Customer Service Willingness of taxi driver to help Knowledge of taxi driver to get you to your destination Personal presentation of taxi driver Ease of communicating with taxi driver Staff on the phone responded to my needs % Partly to very satisfied % 0% 0% 0% 0% 0% Summary % of taxi customers were partly to very satisfied with services overall* Taxi customers were more satisfied with convenience and information than they were in November 0 Customers were most satisfied with convenience and accessibility, which include ease of booking the taxi, convenience of drop off at destination and adequate space during the trip Customers were least satisfied with information. *Overall satisfaction not measured in the November 0 survey. 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 Satisfaction Index 01 1

15 May 01 results Customer Satisfaction Index 01 1

16 Overall train network Customer satisfaction % satisfied How satisfied are you with this service? This train turning up on time Frequency of this train service Journey time given the distance travelled Time to connect to other transport services Safety & Security Feeling safe at the train station Feeling safe while on this train Ticketing Ease of purchasing my ticket Choice of tickets that meet my travel needs Convenience Availability of car parking facilities near the train station Ease of connection with other modes of transport Summary Accessibility Ease of accessing the train station Ease of getting on/off this train Usefulness of signs to help you find your way at the train stop (shelter & seating) Seat availability on this train Seat comfort on this train Temperature on this train Personal space on this train of the train stop of this train Availability of arrival information for this train Availability of next stop information on this train Availability of information about service delays Ease of finding info (routes, stops, timetables) Customer Service Willingness of train staff to help Knowledge of train staff Presentation of train staff overall train network 01Q % Dissatisfied % 0% 0% 0% 0% 0% 0 % Partly to very satisfied Satisfaction with the train network increased percentage points from June 01 Train customers were more satisfied with information and customer service Customers were most satisfied with safety & security, ticketing and accessibility, which include feeling safe at the train station, feeling safe while on this train, ease of purchasing my ticket and ease of getting on/off this train Train customers were least satisfied with attributes of convenience and customer service including availability of car parking facilities near the station and the ease of connection with other modes 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 Satisfaction Index 1

17 Overall bus regions Customer satisfaction % satisfied overall bus network 01Q Summary How satisfied are you with this service? This bus turning up on time Frequency of this bus service Journey time given the distance travelled Time to connect to other transport services Safety & Security Feeling safe at the bus stop Feeling safe while on this bus This bus being driven safely Ticketing Ease of purchasing my ticket Choice of tickets that meet my travel needs Convenience Availability of car parking facilities near the bus stop Ease of connection with other modes of transport Accessibility Ease of accessing the bus stop Ease of getting on and off this bus Usefulness of signs to help you find your way at the bus stop (shelter & seating) Seat availability on this bus Seat comfort on this bus Temperature on this bus Personal space on this bus Smoothness of this bus trip of the bus stop of this bus Availability of arrival information for this bus Availability of next stop information on this bus Availability of information about service delays Ease of finding info (routes, stops, timetables) Customer Service Willingness of bus staff to help Knowledge of bus staff Presentation of bus staff % Dissatisfied % 0% 0% 0% 0% 0% % Partly to very satisfied Satisfaction with the bus network increased percentage points from June 01 Bus customers were more satisfied with convenience and timeliness Customers were most satisfied with safety & security and accessibility, which include: feeling safe at the bus stop, feeling safe while on this bus, ease of accessing the bus stop, ease of getting on/off this bus and usefulness of signs to help you find your way Customers were least satisfied with convenience and information, especially availability of car parking facilities near the bus stop and information about service delays 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. 1

18 Overall ferry routes Customer satisfaction % satisfied overall ferry network 01Q How satisfied are you with this service This ferry turning up on time Frequency of this ferry service Journey time given the distance travelled Time to connect to other transport services Safety & security Feeling safe at the ferry wharf Feeling safe while on this ferry This ferry being driven safely Ticketing Ease of purchasing my ticket Choice of tickets that meet my travel needs Convenience Availability of car parking facilities near the ferry wharf Ease of connection with other modes of transport Accessibility Ease of accessing the ferry wharf Ease of getting on and off the ferry Usefulness of signs to help you find your way at the ferry wharf (shelter & seating) Seat availability on this ferry Seat comfort on this ferry Temperature on this ferry Personal space on this ferry Smoothness of this ferry trip of the ferry wharf of this ferry Availability of arrival information for this ferry Availability of next stop information on this ferry Availability of information about service delays Ease of finding info (routes, stops, timetables) Customer service Willingness of ferry staff to help Knowledge of ferry staff Presentation of ferry staff % Dissatisfied % Partly to very satisfied Summary 0% 0% 0% 0% 0% 0% Satisfaction with the ferry network increased percentage points from June 01 Ferry customers were more satisfied with convenience, information and customer service Customers were most satisfied with safety & security, which includes: feeling safe at the ferry wharf, feeling safe while on this ferry and this ferry being driven safely Customers expressed the least satisfaction with convenience, especially availability of car parking facilities near the ferry wharf. 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. 1

19 Overall light rail Customer satisfaction How satisfied are you with this light rail service? This light rail turning up on time Frequency of this light rail service Journey time given the distance travelled Time to connect to other transport services Safety & Security Feeling safe at the light rail station/stop Feeling safe while on this light rail service This light rail service being driven safely Ticketing Ease of purchasing my ticket Choice of tickets that meet my travel needs Convenience Availability of car parking facilities near the station/stop Ease of connection with other modes of transport Accessibility Ease of accessing the light rail station/stop Ease of getting on and off the light rail service Usefulness of signs to help you find your way at the light rail station/stop (shelter & seating) Seat availability on this light rail service Seat comfort on this light rail service Temperature on this light rail service Personal space on this light rail service of the light rail station/stop of this light rail service Availability of arrival information for this service Availability of next stop information on this service Availability of information about service delays Ease of finding info. (routes, stops and timetables) Summary Customer Service Willingness of light rail staff to help Knowledge of light rail staff Presentation of light rail staff overall light rail network 01Q % Dissatisfied % satisfied % 0% 0% 0% 0% 0% 0 % Partly to very satisfied Satisfaction with light rail decreased percentage points from June 01 Light rail customers were more satisfied with information Customers were most satisfied with safety & security and cleanliness, which include feeling safe at the light rail station/stop, feeling safe while on this light rail service and cleanliness of this light rail service Customers were least satisfied with convenience, especially availability of car parking facilities near the light rail station/stop. 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 Satisfaction Index 01 1

20 Urban taxi network Customer satisfaction 1% satisfied % Dissatisfied How satisfied were you with the service Availability of taxi services Taxi arrived on time Journey time given the distance travelled Traffic flow 1 Safety & Security Feeling safe while in the taxi Feeling safe at the taxi rank The taxi was driven safely Security features provided in the taxi Payment Ease of payment Charged correct fare Reasonableness of fare charged 1 Convenience Ease of booking the taxi Ease of finding the taxi rank Convenience of drop off at destination Accessibility Ease of getting in and out of the taxi Adequate space during the trip at taxi rank (e.g. shelter & seating) 1 within the taxi Temperature level in the taxi of the taxi rank 1 of the taxi interior Pleasant smell in the taxi on where to find a taxi Availability of information at taxi rank 1 on how to book a taxi on my booking request on fares including tolls Customer Service Willingness of taxi driver to help Knowledge of taxi driver to get you to your destination Personal presentation of taxi driver Ease of communicating with taxi driver Staff on the phone responded to my needs Summary urban taxi network 01Q % Partly to very satisfied % 0% 0% 0% 0% 0% Satisfaction with taxi increased percentage points from June 01 Taxi customers were more satisfied with payment and convenience Customers were most satisfied with convenience and accessibility, which include ease of booking the taxi, convenience of drop off at destination and adequate space during the trip Customers were least satisfied with information. 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 Satisfaction Index 01 0

21 For more information about this publication please contact: Transport for NSW Tel PO Box K Haymarket 0 Disclaimer While all care is taken in producing this work, no responsibility is taken or warranty made with respect to the accuracy of any information, data or representation. The authors (including copyright owners) expressly disclaim all liability in respect of anything done or omitted to be done and the consequences upon reliance of the contents of this information. Transport for NSW Users are welcome to copy, reproduce and distribute the information contained in this report for non-commercial purposes only, provided acknowledgement is given to Transport for NSW as the source. ISBN M September 01

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