Track Record quarterly results: customer satisfaction
December quarter 2012
Public Transport Victoria commissions monthly Customer Satisfaction surveys to measure whether operators are providing the quality of service their customers expect.
Please note: the results below are indices not percentages.
Information on this page
- Overall satisfaction with metropolitan services
- Overall satisfaction with regional services
- Customer Satisfaction Monitor summary reports
- Background
Most results for customer satisfaction in the past three reports differ to those published in previous Track Record bulletins. All results have now been transferred to the 0 – 10 scale which has been used since April 2009. Results were previously reported in a six-point scale.
Overall satisfaction with metropolitan services
Overall customer satisfaction indices by quarter, for each metropolitan mode and for metropolitan public transport
|
|
Oct–Dec 2010 |
Jan–Mar 2011 |
Apr–Jun 2011 |
Jul-Sep 2011 |
Oct-Dec 2011 |
Jan-Mar 2012 |
Apr-Jun 2012 |
Jul-Sep 2012 |
Oct–Dec 2012 |
|
Metropolitan public transport modes overall* |
60.7 |
60.9 |
59.0 |
61.9 |
62.7 |
63.0 |
61.4 |
63.6 |
63.0
|
*Note: these results are still presented in the six-point scale.
Metropolitan public transport modes overall satisfaction December quarter 2010 to December quarter 2012
|
|
Oct–Dec 2010 |
Jan–Mar 2011 |
Apr–Jun 2011 |
Jul-Sep 2011 |
Oct-Dec 2011 |
Jan-Mar 2012 |
Apr-Jun 2012 |
Jul–Sep 2012 |
Oct–Dec 2012 |
|
Metropolitan trains |
65.7 |
64.6 |
63.5 |
66.0 |
67.7 |
67.8 |
65.7 |
68.0 |
66.6 |
|
Metropolitan trams |
71.8 |
71.4 |
72.1 |
72.1 |
73.6 |
73.0 |
72.4 |
73.1 |
72.7 |
|
Metropolitan buses |
74.4 |
74.5 |
73.3 |
75.7 |
75.4 |
75.4 |
74.7 |
75.4 |
74.9 |
Metropolitan trains, trams and buses individual satisfaction, December quarter 2010 to December quarter 2012
Satisfaction with key service aspects for metropolitan trains, December quarter 2012
Satisfaction with key service aspects for metropolitan trams, December quarter 2012
Satisfaction with key service aspects for metropolitan buses, December quarter 2012
Overall satisfaction with regional services
Overall customer satisfaction indices by quarter, for V/Line trains and coaches
|
|
Oct–Dec 2010 |
Jan–Mar 2011 |
Apr-Jun 2011 |
Jul-Sep 2011 |
Oct-Dec 2011 |
Jan-Mar 2012 |
Apr-Jun 2012 |
Jul–Sep 2012 |
Oct–Dec 2012 |
|
V/Line trains |
77.4 |
77.3 |
77.0 |
76.5 |
77.1 |
77.3 |
74.6 |
76.7 |
75.7 |
|
V/Line coaches |
81.5 |
82.9 |
85.3 |
80.7 |
84.1 |
81.3 |
80.3 |
81.0 |
85.3 |
V/Line trains and coaches individual overall satisfaction, December quarter 2010 to December quarter 2012
Satisfaction with key service aspects for V/Line trains, December quarter 2012
Satisfaction with key service aspects for V/Line coaches, December quarter 2012
Customer Satisfaction Monitor summary reports
Public Transport Victoria, along with our consultants, Wallis, developed summary reports on the Customer Satisfaction Monitor.
- July to September 2012 Customer Satisfaction Monitor report (PDF) 2.22 MB
- April to June 2012 Customer Satisfaction Monitor report (PDF) 2.58 MB
- January to March 2012 Customer Satisfaction Monitor report (PDF) 2.89 MB
- October to December 2011 Customer Satisfaction Monitor report (PDF) 3.4 MB
- July to September 2011 Customer Satisfaction Monitor report (PDF) 5.5 MB
Background
Public Transport Victoria commissions monthly surveys to measure whether operators are providing the quality of service customers expect. A sample of people is randomly selected from electronic telephone directories in areas where train, tram, bus, coach and metropolitan taxi services operate. Interviews are conducted by telephone. Interviewees are asked to:
- indicate their usual public transport usage
- state their level of satisfaction with specific aspects of public transport, as well as the service overall.
Customers provide ratings using a 0 to 10 scale where 0 represented 'extremely dissatisfied' and 10 represented 'extremely satisfied'. Note that overall satisfaction questions continued to be asked using the old scale to facilitate comparisons over time.
For the Metropolitan modes overall question, responses from interviewees are given a score of between 0 and 100 as per the following scale:
- Totally satisfied 100
- Very satisfied 80
- Somewhat satisfied 60
- Somewhat dissatisfied 40
- Very dissatisfied 20
- Totally dissatisfied 0
Survey results are compiled into quarterly customer satisfaction indices to allow for comparisons between modes, operators and aspects of service delivery.
Note: Differences between metropolitan and regional passenger services should be taken into account when making such comparisons. These differences include the purpose and distance of travel, and the types of services offered on metropolitan and regional services.
