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Customer Satisfaction Index November 2016


Contents

Executive summary 3

Customer satisfaction methodology 4

August 2016 results 6

Overall train network 7 Overall bus regions 8 Overall ferry routes 9 Overall light rail 10

November 2016 results 11

Overall train network 12 Overall bus regions 13 Overall ferry routes 14 Overall light rail 15 Urban taxi network 16

2


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 November 2016 and August 2016 independently brings together the voices of over 28,000 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.

The below table shows an increase in overall customer satisfaction over time.

Overall customer satisfaction

Mode Nov Jun Nov May Nov May Nov Feb May Aug Nov 2012 2013 2013 2014 2014 2015 2015 2016 2016 2016 2016

Overall train network

79% 81% 83% 85% 88% 88% 90% 87% 88% 91% 89%

Overall bus regions

79% 85% 85% 87% 87% 88% 88% 90% 89% 92% 89%

Overall ferry routes

94% 95% 95% 96% 97% 97% 97% 97% 97% 98% 98%

Overall light rail

91% 94% 86% 89% 92% 92% 92% 95% 96% 93% 92%

Urban taxi network

N/A 81% 82% 81% 81% 84% 82% N/A 81% N/A 85%

3


Customer satisfaction methodology

Background Transport for NSW has conducted two surveys each year to measure customer satisfaction levels across the NSW public transport system. Starting February 2016, the number of surveys has been increased to four each year.

In the last report, we reported on satisfaction from February 2016 and May 2016. In this report, we look at data from our August 2016 and November 2016 surveys.

We will continue to survey customers each financial year to help us drive improvements.

The survey was designed by the Customer Services Division of Transport for NSW to ensure that it measured the service attributes that customers value the most. The Customer Services 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 August 2016 and November 2016 includes responses from more than 28,000 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 2 3 4 5 6 7

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 40 customers for train, bus and light rail and 100 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 ±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.

4


Customer satisfaction methodology

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

Weekday mornings from 6.30am to 1.30pm

Weekday afternoons from 1.30pm to 8.30pm

Weekends from 10am to 5pm

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 emailed 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 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.

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.

5


August 2016 results

66


Overall train network Customer satisfaction 91% satisfied

Summary

• Customers were most satisfied with accessibility, safety & security which include: ease of accessing the train station and feeling safe while on this train

• Customers were least satisfied frequency of train services

• As quarterly surveying commenced from February 2016, there is no previous comparable period for August 2016 results.

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.

7


Overall bus regions Customer satisfaction 92% satisfied

Summary

• Customers were most satisfied with safety & security and accessibility, which include: feeling safe at the bus stop, feeling safe while on this bus and ease of getting on/off bus

• Customers were least satisfied with availability of information about service delays and availability of next stop information on this bus



8


Overall ferry routes Customer satisfaction 98% satisfied

Summary

• Customers were most satisfied with safety & security and accessibility, which include: feeling safe while on this ferry and ease of accessing ferry wharf

• Customers were least satisfied with frequency of ferry service


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

9

How satisfied are you with this service? Timeliness

Safety & Security

Ticketing

Convenience

Accessibility

Comfort

Cleanliness

Information

Customer Service

3

3 2 5 8

4 2 2

3 5

4 4

2 2 4

4 6 5 4 6

1 1

5 5 9 9

9 12 7

4

6

13

7

7

3

2

3

6

7

4

6

4

3

6

9

16

6

4

13

2

3

6

4

12

7

4

3

2

8

8 19

12 13

7 6 6

9 8

10 13

7 4

12

17 19

16 8

16

6 5

10 8

13 11

5 6

7

44

36 34

40 39

37 36

33

33 34

42 43

45 42

38

37 33

40 46

36

41 40

37 39

32 38

36 37

39

41

46 33

37 34

49 54

57

48 46

40 34

43 48

40

33 27

33 38

29

49 51

42 44

34 35

45 43 44

93

90 85 89 86

93 96 96

90 88

92 90

95 95 90

87 78 89 92 81

96 96

89 91 79 84

87 85 91

0 20 40 60 80 100

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

Feeling safe at the light rail station/stop Feeling safe while on this light rail service

This light rail service being driven safely

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

Ease of getting to light rail station/stop Ease of connection with other modes of transport

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

Comfort 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

Cleanliness of the light rail station/stop Cleanliness 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)

Willingness of light rail staff to help Knowledge of light rail staff

Presentation of light rail staff

% Partly to very satisfied % Dissatisfied

Customer Satisfaction Index November 2016 10

Overall light rail Customer satisfaction 93% satisfied

Summary

• Customers were most satisfied with safety & security and cleanliness, which include feeling safe while on this light rail service and cleanliness of this light rail service

• Customers were least satisfied with comfort, including seat availability on light rail service and personal space on light rail service


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


November 2016 results

1111


Overall train network Customer satisfaction 89% satisfied

Summary

• Satisfaction with the train network remained stable compared to November 2015

• Train customers were more satisfied with timeliness and accessibility, compared to November 2015

• Customers were most satisfied with accessibility and safety & security which include: ease of accessing the train station and feeling safe while on this train

• Customers were least satisfied with time to connect to other transport services.


12


Overall bus regions Customer satisfaction 89% satisfied

Summary

• Satisfaction with the bus network remained stable compared to November 2015

• Bus customers were more satisfied with comfort and information, compared to November 2015

• Customers were most satisfied with safety & security, accessibility and ticketing which include: feeling safe while on this bus, ease of getting on/off this bus and ease of purchasing my ticket

• Customers were least satisfied with information about service delays.


13


Overall ferry routes Customer satisfaction 98% satisfied

Summary

• Satisfaction with the ferry network remained stable compared to November 2015

• Ferry customers were more satisfied with cleanliness and information, compared to November 2015

• Customers were most satisfied with safety & security and comfort, which include: feeling safe while on this ferry, this ferry being driven safely and seat availability on the ferry

• Customers were least satisfied with frequency of ferry service.


14


Overall light rail Customer satisfaction 92% satisfied

Summary

• Satisfaction with light rail remained stable compared to November 2015

• Light rail customers were more satisfied with timeliness and comfort, compared to November 2015

• Customers were most satisfied with safety & security and cleanliness, which include: feeling safe while on this light rail service and cleanliness of this light rail service

• Customers were least satisfied with personal space on light rail service.


15


Urban taxi network Customer satisfaction 85% satisfied

Summary

• Satisfaction with taxi services increased 3 percentage points from November 2015

• Taxi customers were more satisfied with comfort, information and timeliness ,compared to November 2015

• Customers were most satisfied with convenience and accessibility, which include: convenience of drop off at destination and adequate space during the trip

• Customers were least satisfied with comfort at taxi rank.


16

Transport for NSW PO Box K659, Haymarket NSW 1240 T 02 8202 2702 E [email protected]

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 ISBN 978-1-925582-53-6 NSW as the source. M1183_1 2017

mailto:[email protected]

Customer Satisfaction Index November 2016 Appendix

Customer Satisfaction Index November 2016 Train % Partly to very satisfied Suburban and Intercity Train lines

Service driver Service attribute T1 North Shore, Northern & Western

T2 Airport, Inner West & South

T3 Bankstown

T4 Eastern

Suburbs & Illawara

T5 Cumberland

T6 Carlingford

Blue Mountains

Central Coast & Newcastle

Hunter South Coast

Southern Highlands

Overall How satisfied are you with this service 91% 91% 87% 91% 77% 79% 92% 84% 89% 87% 80%

Timeliness This train turning up on time 94% 92% 90% 93% 90% 83% 92% 92% 92% 84% 82%

Frequency of this train service 81% 84% 80% 87% 65% 33% 72% 77% 76% 66% 51%

Journey time given the distance travelled 85% 84% 81% 87% 79% 75% 82% 75% 88% 71% 70%

Time to connect to other transport services 81% 82% 77% 84% 68% 59% 83% 79% 79% 73% 75%

Safety & Security Feeling safe at the train station 92% 89% 86% 92% 79% 86% 92% 86% 87% 91% 92%

Feeling safe while on this train 92% 90% 87% 93% 80% 89% 91% 88% 85% 90% 92%

Ticketing Ease of purchasing my ticket 88% 88% 85% 90% 81% 77% 84% 86% 84% 85% 86%

Choice of tickets that meet my travel needs 93% 94% 91% 94% 89% 88% 92% 92% 92% 94% 92%

Convenience Ease of getting to the station 87% 88% 87% 88% 83% 84% 88% 87% 84% 83% 90%

Ease of connection with other modes of transport 86% 86% 85% 88% 78% 68% 86% 81% 78% 80% 81%

Accessibility Ease of accessing the train station 93% 92% 89% 93% 89% 82% 91% 90% 91% 89% 93%

Ease of getting on and off the train 94% 92% 91% 93% 88% 86% 93% 89% 89% 92% 92%

Usefulness of signs to help you find your way 89% 90% 89% 90% 85% 83% 85% 86% 90% 86% 92%

Comfort Comfort at the train station (shelter & seating) 86% 82% 86% 85% 70% 77% 84% 79% 84% 78% 80%

Seat availability on this train 90% 86% 89% 87% 79% 93% 89% 76% 95% 86% 86%

Seat comfort on this train 92% 87% 90% 89% 66% 82% 89% 75% 91% 83% 77%

Temperature on this train 90% 84% 89% 84% 57% 79% 87% 84% 90% 86% 80%

Personal space on this train 86% 82% 88% 85% 74% 90% 86% 70% 92% 77% 86%

Cleanliness Cleanliness of the train station 90% 87% 86% 87% 79% 86% 90% 84% 91% 86% 91%

Cleanliness of this train 89% 89% 88% 88% 76% 79% 88% 82% 92% 82% 87%

Information Availability of arrival information for this train 92% 92% 90% 90% 81% 71% 89% 85% 91% 87% 85%

Availability of next stop information on this train 93% 92% 91% 87% 80% 77% 83% 86% 91% 91% 79%

Availability of information about service delays 83% 86% 88% 80% 69% 71% 82% 74% 82% 81% 69%

Ease of finding info (routes, stops, timetables) 88% 87% 87% 84% 77% 73% 86% 84% 85% 86% 81%

Customer Service Willingness of rail staff to help 86% 84% 83% 79% 84% 76% 88% 78% 88% 85% 91%

TfNSW

M1183

_2 CSI 2

017

Knowledge of rail staff 87% 86% 84% 81% 80% 77% 87% 79% 87% 84% 90%

Presentation of rail staff 88% 88% 85% 84% 83% 80% 90% 82% 90% 87% 92%

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

Customer Satisfaction Index November 2016 Train % Partly to very dissatisfied Suburban and Intercity Train lines

Service driver Service attribute T1 North Shore, Northern & Western

T2 Airport, Inner West & South

T3 Bankstown

T4 Eastern

Suburbs & Illawara

T5 Cumberland

T6 Carlingford

Blue Mountains

Central Coast & Newcastle

Hunter South Coast

Southern Highlands

Overall How satisfied are you with this service 4% 4% 7% 5% 14% 13% 2% 10% 6% 7% 15%

Timeliness This train turning up on time 3% 5% 6% 3% 5% 9% 5% 4% 4% 11% 13%

Frequency of this train service 14% 11% 11% 8% 28% 59% 20% 18% 17% 28% 44%

Journey time given the distance travelled 9% 9% 12% 8% 11% 14% 8% 19% 5% 18% 24%

Time to connect to other transport services 9% 8% 11% 8% 16% 28% 6% 13% 16% 14% 17%

Safety & Security Feeling safe at the train station 4% 6% 9% 4% 10% 6% 3% 7% 7% 4% 5%

Feeling safe while on this train 4% 5% 7% 2% 10% 4% 4% 6% 7% 5% 4%

Ticketing Ease of purchasing my ticket 6% 7% 8% 4% 8% 15% 11% 7% 9% 8% 9%

Choice of tickets that meet my travel needs 4% 3% 5% 2% 5% 7% 4% 4% 5% 4% 6%

Convenience Ease of getting to the station 7% 6% 6% 6% 8% 8% 5% 8% 9% 9% 5%

Ease of connection with other modes of transport 7% 7% 6% 6% 11% 24% 6% 10% 15% 10% 14%

Accessibility Ease of accessing the train station 4% 3% 4% 3% 5% 8% 4% 5% 4% 5% 3%

Ease of getting on and off the train 2% 4% 3% 3% 6% 5% 1% 4% 7% 3% 4%

Usefulness of signs to help you find your way 5% 4% 4% 3% 6% 7% 7% 4% 4% 8% 3%

Comfort Comfort at the train station (shelter & seating) 8% 12% 7% 6% 20% 13% 8% 10% 10% 12% 14%

Seat availability on this train 6% 9% 6% 10% 14% 3% 6% 14% 2% 10% 9%

Seat comfort on this train 5% 9% 6% 5% 25% 12% 5% 16% 4% 13% 18%

Temperature on this train 6% 9% 6% 9% 32% 13% 7% 10% 6% 8% 15%

Personal space on this train 9% 11% 6% 9% 18% 3% 9% 21% 5% 16% 11%

Cleanliness Cleanliness of the train station 5% 6% 7% 5% 12% 9% 5% 8% 5% 7% 5%

Cleanliness of this train 5% 5% 7% 5% 14% 15% 6% 9% 4% 9% 8%

Information Availability of arrival information for this train 4% 3% 4% 3% 11% 17% 4% 7% 5% 7% 9%

Availability of next stop information on this train 4% 4% 3% 5% 9% 10% 7% 6% 5% 4% 13%

Availability of information about service delays 9% 7% 7% 7% 16% 17% 6% 18% 10% 11% 23%

Ease of finding info (routes, stops, timetables) 6% 5% 4% 7% 10% 12% 5% 8% 7% 7% 11%

Customer Service Willingness of rail staff to help 6% 6% 6% 5% 7% 8% 2% 8% 5% 6% 5%

TfNSW

M1183

_2 CSI 2

017

Knowledge of rail staff 6% 4% 5% 2% 8% 6% 2% 7% 6% 4% 5%

Presentation of rail staff 5% 3% 5% 3% 7% 4% 2% 5% 4% 4% 4%


Customer Satisfaction Index November 2016 Bus % Partly to very satisfied Metropolitan bus service region

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

Journey time given the distance travelled 87% 91% 89% 82% 86% 81% 83% 86% 81% 93% 91% 90% 85% 88%

Time to connect to other transport services 77% 85% 83% 77% 85% 77% 79% 84% 80% 88% 79% 84% 81% 81%

Safety & Security Feeling safe at the bus stop 89% 91% 89% 92% 92% 91% 95% 95% 94% 95% 94% 93% 96% 92%

Feeling safe while on this bus 92% 96% 91% 95% 93% 94% 95% 96% 95% 97% 97% 97% 97% 95%

This bus being driven safely 93% 94% 90% 95% 93% 92% 94% 96% 93% 96% 97% 96% 97% 95%

Ticketing Ease of purchasing my ticket 90% 90% 88% 93% 90% 88% 92% 92% 89% 92% 93% 92% 93% 93%

Choice of tickets that meet my travel needs 95% 95% 92% 96% 92% 94% 95% 96% 94% 94% 98% 95% 97% 95%

Convenience Ease of getting to the bus stop 90% 93% 90% 88% 96% 91% 90% 90% 90% 95% 95% 94% 91% 93%

Ease of connection with other modes of transport 88% 91% 91% 85% 91% 87% 85% 88% 86% 93% 89% 92% 86% 88%

Accessibility Ease of accessing the bus stop 93% 95% 90% 93% 95% 93% 93% 93% 94% 95% 96% 96% 93% 92%

Ease of getting on and off this bus 94% 97% 92% 96% 95% 94% 94% 95% 93% 97% 95% 96% 96% 95%

Usefulness of signs to help you find your way 87% 91% 88% 86% 88% 84% 83% 85% 82% 90% 89% 91% 86% 89%

Comfort Comfort at the bus stop (shelter & seating) 72% 86% 79% 77% 84% 79% 79% 84% 81% 87% 79% 84% 82% 77%

Seat availability on this bus 91% 96% 88% 91% 94% 85% 90% 88% 87% 97% 96% 97% 95% 94%

Seat comfort on this bus 89% 95% 90% 87% 93% 85% 90% 89% 88% 94% 94% 94% 93% 95%

Temperature on this bus 86% 95% 88% 84% 88% 89% 86% 87% 88% 93% 90% 94% 85% 93%

Personal space on this bus 88% 94% 87% 86% 92% 84% 89% 83% 85% 95% 95% 95% 90% 94%

Smoothness of this bus trip 87% 92% 89% 86% 87% 83% 85% 84% 87% 91% 91% 92% 91% 92%

Cleanliness Cleanliness of the bus stop 83% 86% 87% 88% 84% 84% 88% 86% 88% 88% 94% 90% 89% 85%

Cleanliness of this bus 93% 94% 92% 94% 90% 89% 94% 90% 91% 95% 98% 95% 96% 94%

Information Availability of arrival information for this bus 82% 89% 82% 83% 80% 78% 75% 80% 77% 84% 90% 87% 84% 83%

Availability of next stop information on this bus 76% 85% 79% 71% 71% 67% 67% 66% 67% 76% 82% 82% 72% 81%

Availability of information about service delays 69% 76% 70% 65% 66% 60% 62% 63% 62% 66% 72% 74% 64% 74%

Ease of finding info (routes, stops, timetables) 80% 85% 80% 81% 78% 74% 71% 77% 75% 78% 85% 83% 77% 82%

Customer Service Willingness of bus staff to help 85% 88% 84% 86% 88% 80% 79% 87% 79% 88% 93% 86% 90% 86%

TfNSW

M1183

_2 CSI 2

017

Knowledge of bus staff 86% 87% 84% 85% 86% 80% 81% 85% 80% 89% 91% 87% 90% 88%

Presentation of bus staff 89% 93% 89% 91% 89% 89% 86% 89% 84% 90% 94% 91% 94% 92%


Overall How satisfied are you with this service 90% 91% 88% 93% 91% 88% 88% 91% 86% 93% 94% 92% 94% 90%

Timeliness This bus turning up on time 78% 84% 84% 86% 84% 73% 74% 87% 73% 87% 88% 83% 86% 81%

Frequency of this bus service 75% 83% 77% 79% 75% 70% 74% 79% 73% 83% 70% 78% 78% 77%

Customer Satisfaction Index November 2016 Bus % Partly to very dissatisfied Metropolitan bus service region

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

Overall How satisfied are you with this service 6% 5% 7% 4% 5% 8% 7% 5% 10% 5% 3% 4% 4% 6%

Timeliness This bus turning up on time 19% 11% 10% 10% 10% 18% 17% 9% 20% 10% 9% 11% 10% 13%

Frequency of this bus service 17% 11% 14% 15% 17% 20% 19% 16% 18% 11% 25% 17% 15% 16%

Journey time given the distance travelled 6% 4% 5% 12% 5% 9% 8% 8% 9% 3% 4% 5% 6% 7%

Time to connect to other transport services 12% 8% 8% 11% 9% 10% 10% 8% 8% 7% 12% 8% 8% 11%

Safety & Security Feeling safe at the bus stop 7% 4% 6% 4% 5% 3% 2% 2% 3% 3% 2% 3% 2% 5%

Feeling safe while on this bus 4% 2% 3% 3% 4% 2% 2% 1% 3% 2% 1% 2% 1% 2%

This bus being driven safely 4% 3% 4% 2% 4% 4% 1% 2% 4% 2% 2% 3% 2% 3%

Ticketing Ease of purchasing my ticket 4% 5% 6% 3% 4% 5% 3% 3% 5% 4% 3% 4% 4% 4%

Choice of tickets that meet my travel needs 2% 2% 4% 2% 5% 3% 3% 3% 4% 4% 1% 3% 2% 3%

Convenience Ease of getting to the bus stop 6% 4% 5% 6% 3% 4% 6% 5% 4% 3% 3% 2% 5% 4%

Ease of connection with other modes of transport 6% 4% 3% 7% 4% 7% 7% 6% 5% 4% 10% 5% 8% 9%

Accessibility Ease of accessing the bus stop 4% 3% 4% 4% 3% 3% 2% 3% 2% 2% 2% 2% 3% 3%

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

Usefulness of signs to help you find your way 4% 4% 5% 6% 4% 6% 5% 5% 7% 3% 4% 4% 6% 4%

Comfort Comfort at the bus stop (shelter & seating) 18% 12% 13% 16% 10% 13% 11% 8% 9% 8% 13% 10% 10% 17%

Seat availability on this bus 5% 1% 5% 3% 3% 8% 5% 7% 7% 1% 1% 2% 3% 2%

Seat comfort on this bus 4% 2% 5% 7% 3% 6% 5% 7% 6% 2% 3% 3% 5% 3%

Temperature on this bus 6% 2% 5% 11% 6% 5% 8% 8% 6% 4% 6% 3% 8% 4%

Personal space on this bus 5% 4% 5% 7% 5% 9% 6% 10% 8% 2% 3% 2% 5% 3%

Smoothness of this bus trip 6% 5% 4% 8% 8% 8% 6% 8% 7% 6% 5% 4% 4% 3%

Cleanliness Cleanliness of the bus stop 10% 8% 7% 7% 7% 7% 5% 7% 5% 5% 3% 5% 5% 9%

Cleanliness of this bus 3% 4% 3% 2% 3% 5% 3% 4% 5% 1% 1% 2% 2% 3%

Information Availability of arrival information for this bus 9% 6% 9% 9% 8% 12% 15% 11% 12% 9% 8% 10% 11% 10%

Availability of next stop information on this bus 13% 8% 11% 17% 10% 19% 18% 17% 15% 12% 11% 10% 15% 11%

Availability of information about service delays 21% 16% 20% 18% 17% 25% 26% 21% 21% 19% 16% 17% 22% 15%

Ease of finding info (routes, stops, timetables) 10% 8% 12% 10% 10% 15% 17% 14% 14% 10% 9% 10% 13% 11%

Customer Service Willingness of bus staff to help 6% 5% 7% 6% 4% 6% 5% 5% 8% 5% 2% 4% 4% 6%

TfNSW

M1183

_2 CSI 2

017

Knowledge of bus staff 4% 5% 4% 5% 4% 4% 5% 3% 5% 3% 1% 4% 3% 5%

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


Customer Satisfaction Index November 2016 Bus % Partly to very satisfied Outer-metropolitan bus service region

Service driver Service attribute 1 2 3 4 5 6 7 8 9 10 11 12

Journey time given the distance travelled 94% 90% 92% 94% 92% 96% 89% 96% 95% 90% 95% 94%

Time to connect to other transport services 90% 85% 85% 86% 86% 90% 90% 84% 88% 85% 88% 86%

Safety & Security Feeling safe at the bus stop 96% 90% 94% 95% 92% 98% 94% 96% 95% 91% 91% 95%

Feeling safe while on this bus 98% 95% 98% 97% 93% 100% 97% 98% 97% 96% 97% 96%

This bus being driven safely 99% 96% 98% 98% 97% 98% 97% 98% 97% 96% 96% 96%

Ticketing Ease of purchasing my ticket 87% 91% 92% 95% 88% 94% 87% 91% 93% 88% 89% 92%

Choice of tickets that meet my travel needs 94% 93% 94% 95% 90% 98% 91% 96% 99% 91% 95% 95%

Convenience Ease of getting to the bus stop 90% 92% 94% 95% 95% 97% 93% 94% 94% 91% 92% 96%

Ease of connection with other modes of transport 89% 91% 83% 90% 82% 95% 93% 85% 94% 88% 87% 92%

Accessibility Ease of accessing the bus stop 95% 95% 96% 97% 94% 97% 93% 92% 95% 92% 93% 97%

Ease of getting on and off this bus 97% 97% 98% 98% 94% 99% 96% 93% 95% 95% 96% 96%

Usefulness of signs to help you find your way 90% 89% 93% 90% 88% 96% 94% 82% 91% 89% 93% 90%

Comfort Comfort at the bus stop (shelter & seating) 81% 73% 78% 76% 79% 84% 80% 81% 89% 76% 84% 84%

Seat availability on this bus 96% 97% 95% 97% 96% 98% 96% 97% 96% 95% 98% 97%

Seat comfort on this bus 95% 96% 93% 98% 95% 95% 95% 94% 96% 95% 97% 94%

Temperature on this bus 96% 93% 91% 95% 94% 94% 94% 83% 93% 94% 98% 92%

Personal space on this bus 96% 94% 93% 98% 92% 94% 96% 93% 96% 97% 98% 93%

Smoothness of this bus trip 95% 92% 89% 94% 94% 90% 91% 93% 94% 93% 92% 93%

Cleanliness Cleanliness of the bus stop 88% 81% 86% 87% 89% 89% 89% 89% 94% 88% 91% 91%

Cleanliness of this bus 97% 96% 97% 97% 92% 96% 95% 97% 98% 95% 98% 98%

Information Availability of arrival information for this bus 89% 89% 90% 89% 83% 95% 90% 80% 89% 88% 92% 90%

Availability of next stop information on this bus 87% 85% 89% 86% 73% 92% 89% 79% 83% 87% 88% 85%

Availability of information about service delays 83% 78% 79% 79% 69% 78% 80% 74% 84% 77% 79% 77%

Ease of finding info (routes, stops, timetables) 88% 85% 90% 84% 77% 93% 87% 77% 90% 86% 87% 89%

Customer Service Willingness of bus staff to help 95% 89% 95% 95% 90% 96% 91% 93% 97% 89% 93% 93%

TfNSW

M1183

_2 CSI 2

017

Knowledge of bus staff 93% 90% 96% 95% 89% 97% 91% 94% 98% 92% 93% 94%

Presentation of bus staff 97% 93% 98% 96% 95% 97% 95% 96% 98% 97% 97% 94%


Overall How satisfied are you with this service 96% 97% 94% 96% 94% 96% 95% 94% 94% 90% 96% 96%

Timeliness This bus turning up on time 94% 90% 94% 91% 81% 92% 90% 94% 94% 86% 95% 89%

Frequency of this bus service 85% 80% 80% 83% 83% 87% 88% 80% 87% 81% 82% 86%

Customer Satisfaction Index November 2016 Bus % Partly to very dissatisfied Outer-metropolitan bus service region

Service driver Service attribute 1 2 3 4 5 6 7 8 9 10 11 12

Overall How satisfied are you with this service 2% 1% 2% 3% 4% 0% 3% 3% 3% 8% 2% 3%

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

Time to connect to other transport services 6% 6% 12% 12% 4% 5% 4% 10% 7% 9% 8% 6%

Safety & Security Feeling safe at the bus stop 1% 4% 5% 1% 4% 1% 3% 2% 4% 8% 5% 3%

Feeling safe while on this bus 0% 2% 1% 1% 3% 0% 2% 1% 1% 4% 1% 2%

This bus being driven safely 0% 1% 1% 0% 1% 2% 2% 1% 2% 4% 0% 1%

Ticketing Ease of purchasing my ticket 7% 5% 4% 3% 5% 2% 8% 5% 2% 9% 6% 4%

Choice of tickets that meet my travel needs 2% 3% 2% 3% 4% 1% 6% 4% 1% 7% 4% 3%

Convenience Ease of getting to the bus stop 5% 3% 3% 3% 2% 1% 4% 5% 3% 6% 4% 2%

Ease of connection with other modes of transport 6% 6% 14% 7% 6% 2% 5% 11% 2% 8% 7% 4%

Accessibility Ease of accessing the bus stop 3% 2% 0% 1% 2% 1% 5% 4% 4% 8% 5% 1%

Ease of getting on and off this bus 1% 1% 1% 1% 2% 0% 3% 3% 4% 5% 2% 1%

Usefulness of signs to help you find your way 5% 4% 3% 4% 4% 2% 3% 10% 6% 8% 3% 3%

Comfort Comfort at the bus stop (shelter & seating) 13% 22% 17% 20% 14% 12% 13% 11% 8% 17% 13% 10%

Seat availability on this bus 2% 1% 3% 1% 1% 1% 2% 1% 3% 3% 1% 1%

Seat comfort on this bus 2% 2% 6% 1% 4% 2% 2% 2% 3% 3% 1% 2%

Temperature on this bus 1% 4% 8% 4% 4% 3% 3% 15% 4% 4% 1% 3%

Personal space on this bus 2% 1% 4% 0% 3% 2% 3% 3% 3% 3% 1% 1%

Smoothness of this bus trip 2% 5% 8% 2% 2% 6% 6% 3% 3% 4% 2% 2%

Cleanliness Cleanliness of the bus stop 8% 11% 9% 7% 7% 4% 6% 7% 4% 7% 5% 5%

Cleanliness of this bus 0% 1% 0% 0% 4% 2% 2% 2% 2% 3% 0% 1%

Information Availability of arrival information for this bus 7% 7% 6% 7% 7% 4% 6% 12% 9% 9% 2% 4%

Availability of next stop information on this bus 6% 7% 6% 6% 14% 5% 7% 13% 11% 9% 4% 6%

Availability of information about service delays 9% 15% 12% 10% 16% 13% 14% 17% 10% 11% 11% 12%

Ease of finding info (routes, stops, timetables) 7% 9% 5% 7% 10% 5% 7% 16% 7% 8% 6% 6%

Customer Service Willingness of bus staff to help 2% 3% 2% 1% 3% 2% 6% 2% 2% 6% 3% 3%

TfNSW

M1183

_2 CSI 2

017

Knowledge of bus staff 1% 1% 1% 0% 2% 2% 4% 1% 2% 4% 2% 2%

Presentation of bus staff 1% 1% 1% 0% 0% 2% 2% 1% 2% 2% 0% 2%


Timeliness This bus turning up on time 3% 6% 4% 6% 11% 5% 7% 4% 4% 8% 2% 7%

Frequency of this bus service 12% 13% 18% 12% 11% 8% 8% 15% 8% 13% 14% 9%

Customer Satisfaction Index November 2016 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 97% 98% 99% 95% 98% 97% 97%

Journey time given the distance travelled 91% 94% 98% 95% 97% 96% 98%

Time to connect to other transport services 90% 92% 94% 92% 94% 93% 96%

Safety & Security Feeling safe at the ferry wharf 98% 98% 99% 98% 99% 97% 97%

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

This ferry being driven safely 99% 99% 100% 98% 99% 98% 99%

Ticketing Ease of purchasing my ticket 88% 93% 92% 89% 91% 92% 91%

Choice of tickets that meet my travel needs 90% 93% 91% 92% 92% 91% 89%

Convenience Ease of getting to the ferry wharf 96% 96% 98% 96% 98% 93% 96%

Ease of connection with other modes of transport 93% 94% 96% 96% 96% 94% 96%

Accessibility Ease of accessing the ferry wharf 98% 98% 99% 96% 97% 96% 97%

Ease of getting on and off the ferry 97% 98% 99% 98% 99% 97% 98%

Usefulness of signs to help you find your way 95% 96% 93% 94% 93% 94% 95%

Comfort Comfort at the ferry wharf (shelter & seating) 89% 92% 95% 94% 94% 89% 94%

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

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

Temperature on this ferry 94% 97% 96% 97% 97% 95% 98%

Personal space on this ferry 96% 96% 98% 99% 98% 97% 97%

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

Cleanliness Cleanliness of the ferry wharf 95% 95% 98% 97% 97% 96% 96%

Cleanliness of this ferry 94% 98% 98% 97% 97% 97% 98%

Information Availability of arrival information for this ferry 96% 95% 96% 92% 96% 92% 95%

Availability of next stop information on this ferry 94% 93% 95% 93% 94% 94% 95%

Availability of information about service delays 91% 90% 94% 86% 89% 89% 91%

Ease of finding info (routes, stops, timetables) 93% 93% 93% 89% 93% 89% 93%

TfNSW

M1183

_2 CSI 2

017

Customer Service Willingness of ferry staff to help 94% 96% 94% 93% 95% 92% 95%

Knowledge of ferry staff 94% 96% 94% 92% 94% 90% 94%

Presentation of ferry staff 94% 97% 95% 96% 96% 94% 96%


Timeliness This ferry turning up on time 97% 98% 99% 93% 98% 93% 97%

Ferry

T

Frequency of this ferry service 89% 87% 94% 78% 86% 81% 93%

Customer Satisfaction Index November 2016 Ferry % Partly to very dissatisfied Ferry route

Service driver Service attribute Manly Parramatta River Darling Harbour / Balmain East

Neutral Bay Mosman Eastern Suburbs Taronga Zoo

Journey time given the distance travelled 4% 4% 0% 1% 2% 1% 1%

Time to connect to other transport services 6% 4% 2% 3% 3% 3% 1%

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

Feeling safe while on this ferry 1% 1% 0% 1% 1% 0% 1%

This ferry being driven safely 1% 1% 0% 1% 1% 0% 0%

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

Choice of tickets that meet my travel needs 4% 2% 2% 4% 2% 2% 2%

Convenience Ease of getting to the ferry wharf 3% 3% 1% 2% 1% 4% 3%

Ease of connection with other modes of transport 5% 4% 2% 2% 3% 3% 2%

Accessibility Ease of accessing the ferry wharf 1% 1% 1% 3% 2% 2% 2%

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

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

Comfort Comfort at the ferry wharf (shelter & seating) 5% 5% 3% 3% 5% 8% 2%

Seat availability on this ferry 1% 1% 0% 1% 1% 1% 1%

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

Temperature on this ferry 2% 1% 1% 2% 2% 3% 0%

Personal space on this ferry 1% 1% 0% 1% 1% 1% 1%

Smoothness of this ferry trip 1% 0% 0% 1% 1% 1% 1%

Cleanliness Cleanliness of the ferry wharf 2% 3% 0% 2% 1% 1% 2%

Cleanliness of this ferry 3% 1% 1% 1% 1% 1% 1%

Information Availability of arrival information for this ferry 1% 2% 1% 3% 2% 4% 3%

Availability of next stop information on this ferry 1% 3% 1% 3% 2% 3% 1%

Availability of information about service delays 2% 4% 1% 7% 4% 6% 3%

Ease of finding info (routes, stops, timetables) 3% 3% 3% 5% 3% 6% 3%

TfNSW

M1183

_2 CSI 2

017

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

Knowledge of ferry staff 2% 1% 1% 2% 1% 1% 1%

Presentation of ferry staff 2% 1% 1% 1% 1% 1% 1%


Overall How satisfied are you with this service 1% 1% 1% 4% 1% 2% 2%

Timeliness This ferry turning up on time 2% 2% 0% 7% 1% 5% 2%

Frequency of this ferry service 7% 10% 5% 16% 10% 15% 4%

Customer Satisfaction Index November 2016 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 85% 88% 84% 84%

Timeliness Availability of taxi service 87% 83% 82% 87%

Taxi arrived on time 85% 83% 85% 89%

Journey time given the distance travelled 86% 92% 87% 92%

Traffic flow 78% 90% 83% 85%

Safety & Security Feeling safe while in the taxi 91% 92% 87% 89%

Feeling safe at the taxi rank 87% 91% 85% 82%

The taxi was driven safely 90% 93% 90% 89%

Security features provided in the taxi 86% 90% 84% 89%

Payment Ease of payment 91% 93% 89% 90%

Charged correct fare 88% 91% 87% 87%

Reasonableness of fare charged 79% 79% 77% 74%

Reasonablenessof yor payment method surcharge 78% 78% 77% 71%

Convenience Ease of booking the taxi 87% 89% 85% 91%

Ease of finding the taxi rank 90% 91% 93% 86%

Convenience of drop off at destination 91% 95% 92% 91%

Accessibility Ease of getting in and out of the taxi 91% 94% 89% 90%

Adequate space during the trip 91% 94% 91% 91%

Comfort Comfort at taxi rank (e.g. shelter & seating) 74% 71% 69% 69%

Comfort within the taxi 89% 94% 88% 88%

Temperature level in the taxi 86% 93% 89% 85%

Cleanliness Cleanliness of the taxi rank 85% 78% 80% 81%

Cleanliness of the taxi interior 88% 94% 91% 90%

Pleasant smell in the taxi 82% 90% 85% 84%

Information Information on where to find a taxi 78% 77% 81% 71%

Availability of information at taxi rank 77% 69% 62% 59%

Information on how to book a taxi 85% 83% 80% 84%

Information on my booking request 86% 83% 82% 81%

Information on fares including tolls 77% 69% 67% 68%

Customer Service Willingness of taxi driver to help 80% 84% 82% 79%

Knowledge of taxi driver to get you to your destination 86% 86% 89% 86%

Personal presentation of taxi driver 86% 91% 88% 87%

Ease of communicating with taxi driver 86% 88% 86% 87%

TfNSW

M1183

_2 CSI 2

017

Staff on the phone responded to my needs 86% 83% 79% 90%



Central Coast Taxi Area Newcastle Transport District Wollongong Transport District Service driver Service attribute Sydney Transport District

Taxi % Partly to very dissatisfied Taxi service area

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

Timeliness Availability of taxi service 6% 10% 10% 7%

Taxi arrived on time 8% 11% 9% 6%

Journey time given the distance travelled 6% 2% 4% 4%

Traffic flow 10% 3% 4% 5%

Safety & Security Feeling safe while in the taxi 3% 2% 4% 6%

Feeling safe at the taxi rank 3% 5% 8% 7%

The taxi was driven safely 4% 3% 4% 5%

Security features provided in the taxi 2% 1% 3% 3%

Payment Ease of payment 3% 2% 2% 4%

Charged correct fare 5% 2% 4% 3%

Reasonableness of fare charged 9% 12% 10% 14%

Reasonablenessof yor payment method surcharge 7% 8% 7% 9%

Convenience Ease of booking the taxi 4% 5% 6% 4%

Ease of finding the taxi rank 4% 0% 0% 6%

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

Accessibility Ease of getting in and out of the taxi 4% 2% 2% 4%

Adequate space during the trip 3% 2% 2% 2%

Comfort Comfort at taxi rank (e.g. shelter & seating) 12% 13% 10% 13%

Comfort within the taxi 5% 1% 2% 5%

Temperature level in the taxi 5% 2% 3% 6%

Cleanliness Cleanliness of the taxi rank 3% 8% 10% 6%

Cleanliness of the taxi interior 4% 2% 2% 3%

Pleasant smell in the taxi 8% 4% 4% 4%

Information Information on where to find a taxi 8% 7% 4% 10%

Availability of information at taxi rank 7% 13% 13% 14%

Information on how to book a taxi 4% 4% 4% 3%

Information on my booking request 5% 8% 7% 4%

Information on fares including tolls 8% 12% 12% 11%

Customer Service Willingness of taxi driver to help 6% 6% 6% 6%

Knowledge of taxi driver to get you to your destination 6% 8% 4% 6%

Personal presentation of taxi driver 5% 2% 4% 3%

Ease of communicating with taxi driver 7% 7% 5% 6%

Staff on the phone responded to my needs 4% 6% 12% 5%


© State of New South Wales through the Director General of Transport for NSW, 2017 ISBN 978-1-925582-53-6 TfNSW

M1183

_2 CSI 2

017

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customer satisfaction index - transport for nsw · customer satisfaction index november 2016...

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