Transport patronage and customer satisfaction improving

Published on : Wednesday, November 27, 2013

Transport NSWMinister for Transport Gladys Berejiklian today announced public transport patronage rose by 11 million in the past year to more than 550 million journeys, while customer satisfaction also increased across all modes.


Ms Berejiklian today released all 2012-13 public transport annual reports and the first Customer Satisfaction Index, a scorecard that will be released annually to track the views of more than 35,000 customers which will help drive improvements and keep operators accountable.


The Customer Satisfaction Index was developed by the Transport for NSW Customer Experience Division and surveys customers on factors including timeliness, safety and security, ticketing, comfort, accessibility, cleanliness and customer service.


“The surveys show an increase in customer satisfaction on all modes, which is encouraging, but I am the first to acknowledge that we have a long way to go to bring our public transport to a world class standard,” Ms Berejiklian said.


“The reason research like this is so important is because it shows our operators where they are improving and where they are falling behind, so feedback straight from the customer can actually impact where we focus our attention to make improvements.


“After years of neglect, improvements like thousands of extra services, new real time apps and a greater focus on customer service is gradually making a difference.”


2012 customer satisfaction    2013 customer satisfaction
Train    79%    81%
Bus    79%    85%
Ferry    94%    95%
Light Rail    91%    94%
Ms Berejiklian said there was also a two per cent increase in patronage across all modes in the last financial year, with 308 million customer journeys on trains, 225 million on buses, 14 million on ferries and four million on light rail.


“This is an increase of about two per cent across all four modes and supports our investment of more than $1 billion this financial year in new projects like the North West and South West rail links and light rail,” she said.


“The ever growing numbers of customers has been acknowledged with the provision of more than 1000 extra train services, 1700 extra bus services and 55 extra ferry services every week under the new customer timetable.”


Ms Berejiklian said the Government had responded to an increase in complaints over the past year. “We recognised customers weren’t happy with the status quo and on July 1 we abolished RailCorp and established two specialised train operators – Sydney Trains and NSW TrainLink – which are focused wholly on improving services for their customers,” she said.


“In regard to buses, we asked Sydney’s private bus operators to tender for bus services which meant for the first time they had to compete with other operators and show the Government how they would improve services for customers.”


Source:- Transport NSW

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