The Image of Public Transport - civitas.eu · 1 The Image of Public Transport Workshop Presentation...

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The Image of Public Transport

Workshop Presentation : The EN 13816 standard for Public Transport(Quattro and SERVQUAL)

Date: Tallinn 17th June 2011

Presented by: Peter Scott,Quality & Improvement Manager,Dublin Bus.

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Dublin Bus Profile

• 980 Buses• 3400 Employees

• Drivers 2600• Engineering/Other 800

• 7 Depots• Route Network comprising

• 128 Public Service Obligation (PSO) route groups – NTA Contract• 2 Commercial Services; Airlink and City Tours

• Our Annual operation includes• 120 million customers carried• 64 million kilometres operated

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Quality Model Development

1) Service Quality – Structure2) Dimensions of Service Quality3) Importance of Criteria4) Application of Service Quality5) Continuous Improvement

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EN 13816:2002 TRANSPORTATION - LOGISTICS AND SERVICES - PUBLICPASSENGERTRANSPORT - SERVICE QUALITY DEFINITION, TARGETING

AND MEASUREMENT

S e r v ic e Q u a l i t y L o o p

S e r v ic e P r o v id e r V ie wC u s t o m e r V i e w

M e a s u r e m e n to f t h e

s a t i s f a c t io n

M e a s u r e m e n to f t h e

p e r f o r m a n c e

S e r v ic e q u a l i t ys o u g h t

S e r v ic e q u a l i t yp e r c e iv e d

S e r v ic e q u a l i t yt a r g e t e d

S e r v ic e q u a l i t yd e l iv e r e d

S e r v ic e B e n e f i c ia r i e sC u s to m e r s a n d th e C o m m u n i t y

S e r v ic e P a r t n e r sO p e r a to r , A u th o r i t i e s , P o l i c e , R o a d

d e p a r tm e n t …

This standard is based on the concept of the service quality loop

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The five gaps consist of:1. Consumer expectation: – management

perception gap: - This is the gap between whatthe consumer expects from the service and whatmanagement believes the customer expects.

2. Management perception: – service qualityspecification: - This is the gap between whatmanagement believes the customer expects andthe company’s service quality specifications.

3. Service quality specifications: – servicedelivery gap: - This is the gap between thecompany’s service quality specifications and theactual service as delivered.

4. Service delivery – externalcommunications: - This is the gap betweenthe actual service delivery and the externalcommunications about the service. This gap willaffect the service quality from a consumer’sviewpoint.

5. Expected service – perceivedservice: - This is the gap between the serviceas expected by the consumer and the perceptionof the service as received. The difference both indirection and magnitude is the consumer’smeasure of the level service quality received.This fifth gap is a function of the previous four.

6

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

Wai

ting

Tim

e

Jour

ney

Tim

e

Des

tinat

ion

Tim

e

Com

fort

Insi

de C

lean

Out

side

Cle

an

Insi

de C

ondi

tion

Vent

ilatio

n

Type

of S

eat

Not

Cro

wde

d

Feel

Saf

e

Driv

ers

Polit

e

Get

a S

eat

Leg

Roo

m

Ove

rall

Satis

fact

ion

Valu

e fo

r mon

ey

Drivers

Maintenance

Passengers

Route 41 External & Internal Perceptions of Service - Passengers, Drivers and Maintenance

Graph derived from Summerhill Staff Audit and Route 41 Route Quality Survey.

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Range of anticipated performance, for onedimensional criterion

Adequate Servicelevel Mean Desired Service

level

Non Achievement area ofdissatisfaction – Severe Risk of

customer loss

Over achievement area ofcustomer delight

Worst Best

Zone of Tolerance

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Dimensions of Service Quality

SERVQUALFive fundamental service quality dimensions.Tangibles: Appearance of physical facilities, equipment and

personnel.Reliability: Ability to perform the promised service dependably

and accurately.Responsiveness: Willingness to help customers and provide

prompt service.Assurance: Knowledge and courtesy of employees and their

ability to convey trust and confidence.Empathy: Caring individualized attention the firm provides to

its customers.Source: Zeithamal, Parasuraman and Berry (1990).

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“Citizens’ Network” Quality Checklist.

System Accessibility: - Needs of people with reduced mobility- Physical design of rolling stock- Design of stations including intermodality- Linking trip attracting areas to public transport- Linking rural and peripheral regions

Affordability: - Fare levels- Socially desirable services (concession fares )

Safety / Security: - Safety standards- Quality of lighting- Qualifications of staff- Number of staff on duty / surveillance system

Travel convenience: - Journey times- Reliability- Frequency- Cleanness- Comfort- Information- Integrated ticketing- Flexibility

Environmental impact: - Emissions- Noise- Infrastructure

Source: The Citizens’ Network, European Commission GreenPaper 1996.

The Citizens’ Network – 1996

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Quality Criteria:- EN 13816:2002 StandardThe standard has 8 categories:

1) availability:- extent of the service offered in terms of geography, time, frequencyand transport mode

2) accessibility:- access to the PPT system including interface with other transportmodes

3) information:- systematic provision of knowledge about a PPT system to assist theplanning and execution of journeys

4) time:- aspects of time relevant to the planning and execution of journeys

5) customer care:- service elements introduced to effect the closest practicablematch between the standard

service and the requirements of any individual customer

6) comfort:- service elements introduced for the purpose of making PPT journeysrelaxing and leasurable

7) security:- sense of personal protection experienced by customers, derived fromthe actual measures implemented and from activity designed to ensure thatcustomers are aware of those measures

8) Environmental impact:- effect on the environment resulting from the provisionof a PPT service

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Exhibit 31. Hierarchy of quality determinants in public transport

E x h i b i t 3 1 . H i e r a r c h y o f q u a l i t y d e t e r m i n a n t s i n p u b l i c t r a n s p o r t

Q U A L I T Y 1 . A v a i l a b i l i t y 1 . 1 N e t w o r k 1 . 1 . 1 d i s t a n c e t o C / D p o i n t s1 . 1 . 2 n e e d f o r t r a n s f e r s1 . 1 . 3 a r e a c o v e r e d

1 . 2 T i m e t a b l e 1 . 2 . 1 o p e r a t i n g h o u r s1 . 2 . 2 f r e q u e n c y

2 . A c c e s s i b i l i t y 2 . 1 E x t e r n a l i n t e r f a c e 2 . 1 . 1 p e d e s t r i a n s2 . 1 . 2 c y c l i s t s2 . 1 . 3 t a x i u s e r s2 . 1 . 4 p r i v a t e c a r u s e r s

2 . 2 I n t e r n a l i n t e r f a c e 2 . 2 . 1 e n t r a n c e s / e x i t s t o C / D - p o i n t s2 . 2 . 2 i n t e r n a l m o v e m e n t a t C / D - p o i n t s2 . 2 . 3 a c c e s s t o v e h i c l e s2 . 2 . 4 i n t e r n a l m o v e m e n t i n v e h i c l e s

2 . 3 T i c k e t i n g 2 . 3 . 1 h o m e t i c k e t i n g2 . 3 . 2 t i c k e t i n g w i t h i n s y s t e m2 . 3 . 3 t i c k e t i n g a t o t h e r l o c a t i o n s

3 . I n f o r m a t i o n 3 . 1 G e n e r a l i n f o r m a t i o n 3 . 1 . 1 a v a i l a b i l i t y3 . 1 . 2 a c c e s s i b i l i t y3 . 1 . 3 t i m e3 . 1 . 4 c u s t o m e r c a r e3 . 1 . 5 c o m f o r t3 . 1 . 6 s e c u r i t y3 . 1 . 7 e n v i r o n m e n t

3 . 2 T r a v e l i n f o r m a t i o n i n n o r m a l c o n d i t i o n s

3 . 2 . 1 s t r e e t d i r e c t i o n s3 . 2 . 2 C / D - p o i n t i d e n t i t y3 . 2 . 3 v e h i c l e d i r e c t i o n3 . 2 . 4 r o u t e3 . 2 . 5 t i m e3 . 2 . 6 f a r e3 . 2 . 7 t y p e o f t i c k e t

3 . 3 T r a v e l i n f o r m a t i o n i n a b n o r m a l c o n d i t i o n s

3 . 3 . 1 c u r r e n t n e t w o r k s t a t u s3 . 3 . 2 s u g g e s t e d a l t e r n a t i v e3 . 3 . 3 r e f u n d / r e d r e s s3 . 3 . 4 s u g g e s t i o n s a n d c o m p l a i n t s3 . 3 . 5 l o s t p r o p e r t y

4 . T i m e 4 . 1 l e n g t h o f t r a v e l t i m e4 . 2 P u n c t u a l i t y4 . 3 R e l i a b i l i t y

5 . C u s t o m e r c a r e 5 . 1 C o m m i t m e n t5 . 2 C u s t o m e r i n t e r f a c e 5 . 2 . 1 e n q u i r i e s

5 . 2 . 2 c o m p l a i n t s5 . 2 . 3 r e d r e s s5 . 2 . 4 s u g g e s t i o n s

5 . 3 S t a f f 5 . 3 . 1 a v a i l a b i l i t y5 . 3 . 2 a t t i t u d e5 . 3 . 3 s k i l l s5 . 3 . 4 a p p e a r a n c e

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H i e r a r c h y o f q u a l i t y d e t e r m i n a n t s i n p u b l i c t r a n s p o r tQ U A L I T Y 5 . C u s t o m e r c a r e 5 . 4 P h y s i c a l a s s i s t a n c e 5 . 4 . 1 a t s e r v i c e d i s r u p t i o n s

5 . 4 . 2 t o w a r d s m o b i l i t y i m p a i r e d5 . 4 . 3 t o w a r d s i n e x p e r i e n c e d c u s t o m e r s5 . 4 . 4 m o v e m e n t o f l u g g a g e e t c5 . 4 . 5 p e r s o n s w i t h p r a m s5 . 4 . 6 i n e x p e r i e n c e d c u s t o m e r s

5 . 5 T i c k e t i n g o p t i o n s 5 . 5 . 1 e x c h a n g e a b i l i t y5 . 5 . 2 f l e x i b i l i t y5 . 5 . 3 c o n c e s s i o n a r y t a r i f f5 . 5 . 4 t h r o u g h t i c k e t i n g5 . 5 . 5 p a y m e n t o p t i o n s

6 . C o m f o r t 6 . 1 A m b i e n t c o n d i t i o n s 6 . 1 . 1 a i r q u a l i t y a n d t e m p e r a t u r e6 . 1 . 2 w e a t h e r p r o t e c t i o n6 . 1 . 3 c l e a n l i n e s s6 . 1 . 4 b r i g h t n e s s6 . 1 . 5 c o n g e s t i o n6 . 1 . 6 n o i s e6 . 1 . 7 o t h e r i n t r u s i v e a c t i v i t y

6 . 2 F a c i l i t i e s 6 . 2 . 1 s e a t i n g a n d p e r s o n a l s p a c e6 . 2 . 2 t o i l e t s / w a s h i n g6 . 2 . 3 l u g g a g e a n d o t h e r o b j e c t s6 . 2 . 4 c o m m u n i c a t i o n6 . 2 . 5 r e f r e s h m e n t s6 . 2 . 6 c o m m e r c i a l s e r v i c e s6 . 2 . 7 e n t e r t a i n m e n t

6 . 3 E r g o n o m i c s 6 . 3 . 1 e a s e o f m o v e m e n t6 . 3 . 2 f u r n i t u r e d e s i g n

6 . 4 R i d e c o m f o r t 6 . 4 . 1 s t a r t i n g / s t o p p i n g6 . 4 . 2 d u r i n g t r a v e l

7 . S e c u r i t y 7 . 1 S a f e t y f r o m c r i m e 7 . 1 . 1 s t a f f / p o l i c e p r e s e n c e7 . 1 . 2 l i g h t i n g7 . 1 . 3 v i s i b l e m o n i t o r i n g7 . 1 . 4 l a y o u t7 . 1 . 5 i d e n t i f i e d h e l p p o i n t s

7 . 2 S a f e t y f r o m a c c i d e n t 7 . 2 . 1 p r e s e n c e / v i s i b i l i t y o f s u p p o r t s7 . 2 . 2 a v o i d a n c e / v i s i b i l i t y o f h a z a r d s7 . 2 . 3 a c t i v e s a f e g u a r d i n g b y s t a f f

7 . 3 P e r c e p t i o n o f s e c u r i t y 7 . 3 . 1 c o n s p i c u o u s n e s s o f s a f e t y m e a s u r e s7 . 3 . 2 “ m a s t e r y o f n e t w o r k ”7 . 3 . 3 p r e s s r e l a t i o n s

8 . E n v i r o n m e n t 8 . 1 P o l l u t i o n 8 . 1 . 1 e m i s s i o n s8 . 1 . 2 n o i s e8 . 1 . 3 v i s u a l p o l l u t i o n8 . 1 . 4 v i b r a t i o n8 . 1 . 5 d u s t & d i r t8 . 1 . 6 o d o u r8 . 1 . 7 w a s t e

8 . 2 N a t u r a l r e s o u r c e s 8 . 2 . 1 e n e r g y8 . 2 . 2 s p a c e

8 . 3 I n f r a s t r u c t u r e 8 . 3 . 1 e f f e c t o f v i b r a t i o n8 . 3 . 2 w e a r o n r o a d e t c8 . 3 . 3 c a p a c i t y d e m a n d8 . 3 . 4 d i s r u p t i o n

S o u r c e : C o m m o n w o r k Q u a t t r o / C E N T C 3 2 0 W G 5 - U p d a t e d J a n u a r y 1 9 9 8 .

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Dublin Bus Criteria5. Customer care 5.1 Commitment

5.1.1 customer orientation C11 Drivers attitude towards customersDriver waits if I am running for the bus

5.1.2 innovation and initiative new DB seen as innovative?5.2 Customer interface

5.2.1 enquiries5.2.2 complaints

5.3 Staff5.3.1 availability D49 Staff on street to help5.3.2 commercial attitude new obs5.3.4 appearance

5.4 Assistance

5.5 Ticketing options D21 Range & availability of tickets to suit my needs5.5.3 through ticketing new Satisfaction with availability of thru tickets5.5.4 payment options C14 Satisfaction with payment options available5.5.5 consistent price calculations new Satisfaction with fare structure

Satisfaction with change receipts6. Comfort 6.1 Useability of passenger facilities

6.1.1 at b/a points Bus stops at shelter - not further onProper queuing & boarding at shelter

6.2 Seating and personal space6.2.1 in vehicle Level of crowding on -bus

Can get a seatComfort of seat - space, legroom

6.2.2 at b/a-points D25 Sufficient seats at shelter6.3 Ride comfort

6.3.1 driving D42 & c10 Smoothness of driving6.3.2 starting/stopping C10 as above

6.4 Ambient conditions6.4.1 atmosphere C7 Heating

C8 LightingC9 & D39 Ventilation

6.4.2 weather protection C2 Protection from weather at stopD23

6.4.3 cleanliness C6& D38 Cleanliness insideD26 Clean waiting areaD29 Clean outside

6.4.4 brightness C8 & D40 Above under atmosphere6.4.6 noise new CSS Satisfaction with noise levels?6.4.7 other undesired activity D43 Pleasant well behaved passengers6.4.8 condition

6.5 Complementary facilities6.5.2 luggage & other objects D51 There is adequate storage space

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FORM C1 –6 Onbus Customer Satisfaction

Interactions Ltd. 01 – 2017774 Customer Satisfaction Survey for Dublin Bus C1 (Availability)Gender 1. Male 2. Female Age band 1. Under18 2. 18-29 3. 30-40 4. 41-49 5. 50-65 6. 66+How much is your fare today (or cash price if you’d had to pay on the bus) 1. 1.15or less 2. 1.60 3. 1.80 4. 2.20 5. 3.50+Ticket type 1. Cash 2. Prepaid 3. OAP pass 4. Other pass Are you up/downstairs on this bus Up DownPurpose of journey 1. Work/Education 2. Shopping 3. Leisure/Social 4. Visit to doctor/hosp 5. OtherHow often do you use ourbuses

1. Very Often (Every day)

2. Often(at least 3 days per week

3. Sometimes(at least once a week)

4. Rarely(at least once per month)

5. Very Rarely(less than onceper month)

Was there a shelter (cover/protection from the weather) at the stop where you boarded this bus Yes No

Do you own a car Yes No Could you have used the car but chose to use the bus Yes No

Thinking about your normal bus journey, how satisfied or otherwise are you with the following: VeryDissatisfied Dissatisfied

Neither Satisfied

VerySatisfied

1. The route suits my needs, its direct 2. The location of the bus stop where I board is convenient

3. The location of the bus stop where I get off is convenient 4. The bus starts early enough in the morning

5. This bus is frequent enough 6. Can leave home when I want – not worrying about the bus going early/too full, etc

7. Overall satisfaction with Dublin Bus 8. Overall satisfaction with Value for Money

9. Satisfaction with the network area served by Dublin Bus 10. Satisfaction with accessibility to buses

11. Satisfaction with information generally 12. Satisfaction with timeliness

13. Satisfaction with Customer Care 14. Satisfaction with range of tickets and fares

15. Satisfaction with comfort 16. Satisfaction with security

17. Satisfaction with the effect of buses on the environment

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The difference between adissatisfied customer and adelighted one

• Satisfiers - If you deliver on these, you makethe customer satisfied

• Dissatisfiers - If you deliver on these, itmakes no difference to customersatisfaction

• However, if you don’t deliver on these, itmakes the customer dissatisfied

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Cluster diagram showing Motivators, Hygiene Factors and Information factors.

MotivatorsMotivators- Impact on Customer Satisfaction

5Get on1st Bus

15Heat &

Ventilation

20Polite

Drivers

18Drivers

Uniforms

14Not

Crowded

11Cleaninside

17Feel Safe

Travelling

12Clean

Outside

21OverallService

10SmoothJourney

22Value for

money

8Journey

Time 16Passenger not

smoking

19Drivers not

smoking

6Waiting

Time13Interior

Condition9

Get toDestination

on time4

Purchase ofPrepaidTicket

1UnderstandTimetable at

Stop

3Satisfactionwith phoneinformation

2Aware of

phoneinformation

Information

Hygiene Factors- Must be delivered to avoid dissatisfaction

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Plotting Hygiene Factors andMotivators

Avoidance of Dissatisfaction

Hygiene factors

Con

trib

utio

n to

Sat

isfa

ctio

n

Mot

ivat

ors

TIMELINESS

INFORMATION

STAFF BEHAVIOUR

BUS ENVIRONMENTEG CLEANLINESS

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The Customer Perspective

Perform ance Indicators

0 .2 5

0 .3

0 .3 5

0 .4

0 .4 5

0 .5

0 .5 5

0 .6

0 .6 5

0 .7

0 .3 0 .3 5 0 .4 0 .4 5 0 .5 0 .5 5 0 .6 0 .6 5 0 .7

Impo rta nce

Mot

ivat

ion

Polite street staff

Reliability

Info about services

Routes direct & available

Arrival time

Waiting timeComplaints handling

Cleanliness

Polite tkt agents

Polite DriversPolite Office

Bus environmentSmooth driving

Pre pd. Tkt. available

Cus

tom

er D

elig

ht

Avoidance of Dissatisfaction

Motivators

Hygiene Factors

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Customer Charter:

If we have a customer charter it will act as the catalyst changing staffand management attitudes and facilitating the development ofcontinuous improvement, thus creating an alignment betweencustomers and the organisation. It will also alter expectations(constructs) of customers.

Charters detail the commitment of the operator to the customers and set out thestandards against which the operator is working, how it publishes its performanceagainst those standards, how it looks after the customers and compensates them ifthings go wrong and how they can contact the operator.

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Customer Charter:

• Charters can be classified into four categories:• The charter of intention, which sets general values and

principles;• The charter of commitment, which specifies the levels of

service the customer is entitled to receive by virtue of thecharter;

• The charter of actions, which defines the methodsenvisaged by the operator in order to achieve variousservice standards;

• The “agreement” charter, which details the rights andduties of the parties involved.

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Service Quality• The tools available to

achieve these aspirationsmay be summarised asfollows:

• Market research identifiesand quantifies theimportance placed bycustomers on a wide rangeof attributes;

• Performance measures givea framework for quantifyingthe quality of serviceprovided, and the standardsto be achieved;

• Target setting provides amechanism to allow thedesired standards to bereached and performanceto be driven up;

• Performance monitoringthen assesses how far thedesired standards areachieved in practice.

1. Daily vacuum

2. Deep clean once per month

3. Description of Processes who is responsible who keeps records?

Cleanliness

Item 1 CleanlinessItem 2 Bus IdentificationItem 3 Written complaintsItem 4Item 5Item 6Item 7Item 8Item 9Item 10

CHARTERCHARTER

INTERNAL METHOD OFINTERNAL METHOD OFAUDIT & AUDIT MANUALAUDIT & AUDIT MANUAL

Examination of Vehicle RecordsCleaning planned versusCleaning actually carried out

Definition of cleanliness Internal External

Sampling requirements by Garage Sample size

Vehicle types By Time of Day Method of survey

EXTERNAL METHOD OFEXTERNAL METHOD OFAUDIT & AUDIT MANUALAUDIT & AUDIT MANUAL

For use in: External Audit Internal Monitoring

Percentage scores for observations and perceptionsOUTPUTOUTPUT

OUTPUTOUTPUTPercentage of Standards planned which

actually being achieved

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Criteria Relationships

VS

S

SS

VS

+ S

+ S

Timeband

AgePurposeof

journey

Owncar

Choiceof car

insteadof bus

Busfrequentenough

Notworried

aboutbus

goingearly/full

OverallSatisfactionTIMELINESS

Age / Overall Satisfaction TIMELINESS

Overall SatisfactionTIMELINESS

66+

41-49

50-65

18-29

30-40

>18

3.62

3.50

3.37

3.18

3.13

2.71

Timeband / Overall Satisfaction TIMELINESS

Overall Satisfaction TIMELINESS

C 0930-1200

F 1615-1845

D 1200-1400

E 1400-1615

G 1845-2000

B 0700-0930

3.42

3.26

3.22

2.74

Not worried about bus going early/full / Overall Satisfaction TIMELINESS

Mean

Not w orried about bus going early/full 3.28

Overall Satisfaction TIMELINESS 3.23

Bus frequent enough / Overall Satisfaction TIMELINESS

Mean

Bus frequent enough 3.48

Overall Satisfaction TIMELINESS 3.23

Choice of car instead of bus / Overall Satisfaction TIMELINESS


Yes

No

3.47

3.08

Own car / Overall Satisfaction TIMELINESS


Yes

No

3.42

3.13

Purpose of journey / Overall Satisfaction TIMELINESS


Leisure/Social

Doctor/Hospital

Shopping

Business

Work/College

3.52

3.51

3.36

3.27

3.09

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27

Quality Hierarchy

Scroll Informationxx%

Conditionxx%

Cleanlinessxx%

Shelterxx%

Bus Cleanliness & Conditionxx%

Driver issuesxx%

Service reliabilityXX%

Not ahead of scheduleXX%

Within 5 mins of sheduleXX%

Terminus departuresxx%

Expert Observerxx%

Availabilityxx%

Accessibilityxx%

Comfortxx%

Timingxx%

Customer Carexx%

Safetyxx%

Informationxx%

Customer On-busxx%

Bus Journey Issuesxx%

Tele calls answered within 1 minxx%

Sales information availabilityxx%

Up to date at stopsxx%

Available in Bureauxx%

Up-to-date in Bureauxx%

Timetable Informationxx%

Informationxx%

Lost property Officexx%

Sales Bureauxx%

Clean Premisesxx%

Other Service Issuesxx%

Service Qualityxx%

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Timeliness of busesThis image cannot currently be displayed.

Scroll Information94%

Condition98%

Cleanliness74%

Shelter86%

Bus Condition81%

Driver90%

Services operating97%

Not ahead of schedule83%

Within 5 mins of shedule74%

Terminus departures85%

Expert Observer87%

Availability65%

Accessibility68%

Comfort63%

Timing62%

Customer Care59%

Safety68%

Information59%

Customer On-bus64%

Bus Journey Issues76%

Tele calls answered within 1 min90%

Sales information availability98%

Up to date at stops79%

Available in Bureau92%

Up-to-date in Bureau95%

Timetable Information89%

Information92%

Lost property Office43%

Sales Bureau77%

Clean Premises60%

Other Service Issues76%

Service Quality76%

Comparison with Customer Charter Standards

Services operating97%

Not ahead of schedule83%

Within 5 mins of schedule74%

Terminus departures85%

At least 95% of buseswill follow the timetable

and not leave the terminus early

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Winter 2010-2011 results

Overall Satisfaction VALUE 61.8%

Overall Satisfaction TIMELINESS 55.8%

Overall Satisfaction TICKETS/FARES 64.8%

Overall Satisfaction SECURITY 63.5%

Overall Satisfaction Info GENERALLY 65.0%

Overall Satisfaction Environment impact 67.0%

Overall Satisfaction DUBLIN BUS 68.3%

Overall Satisfaction DB NETWORK 65.3%

Overall Satisfaction CUSTOMER CARE 63.5%

Overall Satisfaction COMFORT 69.5%

Overall Satisfaction ACCESSIBILITY 71.3%

On-Bus Customer Overall Domain Satisfaction Scores

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Customer Satisfaction Mean Scores (%) in descending order

Alight stop convenient 82.8% Adequate Ventilation 69.3%

Boarding stop convenient 80.3% Journey time of this bus 68.3%

Bus no./destination on scroll 79.8% Tickets available at agent 68.0%

Easy getting on/off 79.3% Seat comfort 68.0%

Easy moving around not too crowded 78.3% Bus stops near shelter 66.3%

comfortable Lighting 77.3% Easy to transfer to other buses 65.5%

Adequate safety signs 77.3% Noise levels 64.8%

Easy Validating tickets 77.0% Pleasant Passengers 63.8%

Enough handrails 77.0% Bus frequent enough 62.0%

Destination stop easy to identify 76.3% Enough info at stop 61.5%

Route suits my needs 75.8% Attitude of other DBus staff 61.0%

Driver driving safely 75.8% Clean inside bus 60.0%

Easy buying ticket on bus 75.5% Customer Care 59.3%

Easy to buy Ticket at agent 74.0% Lighting at stop 58.8%

Driver attitude helpful 74.0% Clean waiting area 58.3%

Bus starts early enough 72.8% Understandable Fare structure 57.8%

Bus punctual 72.0% Orderly Queuing & boarding 57.5%

Enough info before journey 72.0% Not worried about bus going early/full 57.0%

time this bus arrived 70.0% Informed re changes to timetable 51.3%

Bus service reliable 69.8% Driver waits if running 49.3%

Safety while waiting 69.5% Weather protection while waiting 43.0%

On-Bus Customer Satisfaction Scores

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Passengers behaved 99.5%

Litter 80.8%

Easy to alight 91.5%

Correct uniform 80.8%

Condition outside 91.0%

Condition of Seats 98.8%

Clean windows 66.0%

Clean outside 67.0%

Clean inside bus 81.3%

Clean Floor 66.0%

Bus pulls into kerb 98.3%

On-Bus Observer Rating – Mean Scores (%)

32

Tracking Improvement

• Research rS1.xlsx

33

Thank you for yourattention.

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Date post:	08-Oct-2019
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