Transport for NSW
Customer Satisfaction IndexMay 2018
Customer Satisfaction Index May 2018 5
Executive summary 3
Customer satisfaction methodology 4
May 2018 results 6
Overall train network 7Overall bus regions 8Overall ferry routes 9Overall light rail 10
Contents
Customer Satisfaction Index May 2018 6
Executive summary
The NSW Government’s vision is for an integrated public transport system that drives better outcomes for all customers. 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 May 2018 independently brings together the voices of over 16,000 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 the movement in overall customer satisfaction over time:
Overall customer satisfaction
Mode Nov 2012
Nov 2013
Nov 2014
Nov 2015
Nov 2016
May 2017
Nov 2017
May 2018
Overall train network 79% 83% 88% 90% 89% 89% 89% 86%
Overall bus regions 79% 85% 87% 88% 89% 89% 89% 89%
Overall ferry routes 94% 95% 97% 97% 98% 97% 97% 98%
Overall light rail 91% 86% 92% 92% 92% 90% 93% 92%
Customer Satisfaction Index May 2018 7
BackgroundTransport for NSW has conducted surveys each year to measure customer satisfaction levels across the NSW public transport system.
In the last report, we reported on satisfaction from November 2017. In this report, we look at data from our May 2018 survey.
We will continue to survey customers each 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 May 2018 includes responses from more than 16,000 customers across four transport modes: train, bus, ferry and light rail. For train, ferry and light rail, the survey covered the Sydney metropolitan region. However, bus encompasses not only the Sydney metropolitan area but also outer metropolitan bus regions.
ScaleThe 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
DissatisfiedPartly
Dissatisfied
Neither Satisfied nor Dissatisfied
Partly Satisfied
SatisfiedVery
Satisfied
Survey methodologyThe 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.
Customer satisfaction methodology
Customer Satisfaction Index May 2018 8
Survey interviewers worked seven hour shifts in pairs to distribute and collect surveys. Shift times include:
• Weekday am 6:30 am – 1:30 pm
• Weekday pm 1:30 pm – 8:30 pm
• Weekend 10:00 am – 5:00 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.
EligibilityCustomers 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.
Notes about the customer satisfaction results in this reportThe reported variance between some results across time periods may differ from the variance between the whole number results due to rounding.
Customer satisfaction methodology
Customer Satisfaction Index May 2018 9
May 2018 results
9
How satisfied are you with this service?Timeliness
Safety & Security
Ticketing
Convenience
Accessibility
Comfort
Cleanliness
Information
Customer Service
7
7161312
54
53
89
465
1210
81011
66
56
128
543
12
917
1416
109
75
1214
111113
171313
1414
1414
1211
1514
1111
10
46
4136
3939
4342
3635
4040
4747
46
393942
4240
4545
4544
3943
4243
44
29
3824
2623
3839
4753
3328
323029
2531302728
2929
3232
2527
3130
33
86
89777977
9091
9094
8582
908888
8184858382
8888
89887985
848487
0 20 40 60 80 100
This train turning up on timeFrequency of this train service
Journey time given the distance travelledTime to connect to other transport services
Feeling safe at the train stationFeeling safe while on this train
Ease of purchasing my ticketEase of using my Opal Card
Ease of getting to the train stationEase of connection with other modes of transport
Ease of accessing the train stationEase of getting on/off this train
Usefulness of signs to help you find your way
Comfort at the train stop (shelter & seating)Seat availability on this train
Seat comfort on this trainTemperature on this train
Personal space on this train
Cleanliness of the train stopCleanliness of this train
Availability of arrival information for this trainAvailability of next stop information on this trainAvailability of information about service delaysEase of finding info (routes, stops, timetables)
Willingness of train staff to helpKnowledge of train staff
Presentation of train staff
overall train network 2018Q2% Partly to very satisfied% Dissatisfied
Customer Satisfaction Index May 2018 10
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.
86% satisfied
Summary
• Satisfaction with the train network decreased by 3% pts compared to May 2017
• Train customers were less satisfied with Timeliness and Comfort, compared to May 2017
• Customers were most satisfied with Ticketing and Safety & Security, including: ease of using Opal Card and feeling safe while on this train
• Customers were least satisfied with Frequency of train service.
Customer satisfactionOverall train network
How satisfied are you with this service?Timeliness
Safety & Security
Ticketing
Convenience
Accessibility
Comfort
Cleanliness
Information
Customer Service
6
1315
88
423
43
56
325
1264776
64
10151911
542
11
1417
1315
878
75
1012
88
13
1512
11121216
1310
1313
1515
1111
8
45
3636
4441
4139
40
3231
4343
4544
42
394146
4543
43
4447
3935
3137
4242
45
34
3125
2926
444946
5359
3833
4042
32
26363430
3228
3135
302523
26
3231
36
89
81788582
939594
9295
9188
939486
798990878787
8792
82736878
858490
0 20 40 60 80 100
This bus turning up on timeFrequency of this bus service
Journey time given the distance travelledTime to connect to other transport services
Feeling safe at the bus stopFeeling safe while on this bus
This bus being driven safely
Ease of purchasing my ticketEase of using my Opal Card
Ease of getting to the bus stopEase of connection with other modes of transport
Ease of accessing the bus stopEase of getting on and off this bus
Usefulness of signs to help you find your way
Comfort at the bus stop (shelter & seating)Seat availability on this bus
Seat comfort on this busTemperature on this bus
Personal space on this busSmoothness of this bus trip
Cleanliness of the bus stopCleanliness of this bus
Availability of arrival information for this busAvailability of next stop information on this busAvailability of information about service delaysEase of finding info (routes, stops, timetables)
Willingness of bus staff to helpKnowledge of bus staff
Presentation of bus staff
overall bus network 2018Q2% Partly to very satisfied% Dissatisfied
Customer Satisfaction Index May 2018 11
89% satisfied
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.
Summary
• Satisfaction with the bus network remained stable compared to May 2017
• Bus customers were more satisfied with Information and Customer Service, compared to May 2017
• Customers were most satisfied with Safety & Security and Ticketing, including: feeling safe while on this bus and ease of using Opal card
• Customers were least satisfied with information about service delays.
Customer satisfactionOverall bus regions
How satisfied are you with this serviceTimeliness
Safety & security
Ticketing
Convenience
Accessibility
Comfort
Cleanliness
Information
Customer service
1
27
34
1
11
52
34
213
41
3321
3
2
4355
221
3
413
67
221
43
58
24
7
114
87
54
7
6
87
1010
55
5
31
2429
3034
2525
23
2321
3534
3231
33
3632
3537
3636
37
37
3736
3536
323134
64
6947
5852
7172
75
6672
5552
6363
53
4662
5151
5558
51
54
4850
4445
575756
98
9789
9492
989999
9397
9694
979894
9397
95959698
95
96
93948990
939395
0 20 40 60 80 100
This ferry turning up on timeFrequency of this ferry service
Journey time given the distance travelledTime to connect to other transport services
Feeling safe at the ferry wharfFeeling safe while on this ferry
This ferry being driven safely
Ease of purchasing my ticketEase of using my Opal Card
Ease of getting to ferry wharfEase of connection with other modes of transport
Ease of accessing the ferry wharfEase of getting on and off the ferry
Usefulness of signs to help you find your way
Comfort at the ferry wharf (shelter & seating)Seat availability on this ferry
Seat comfort on this ferryTemperature on this ferry
Personal space on this ferrySmoothness of this ferry trip
Cleanliness of the ferry wharfCleanliness of this ferry
Availability of arrival information for this ferryAvailability of next stop information on this ferryAvailability of information about service delays
Ease of finding info (routes, stops, timetables)
Willingness of ferry staff to helpKnowledge of ferry staff
Presentation of ferry staff
Harbour City Ferries 2018Q2% Partly to very satisfied% Dissatisfied
Customer Satisfaction Index May 2018 12
98% satisfiedCustomer satisfactionOverall ferry routes
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
Summary
• Satisfaction with the ferry network increased by 1% pt compared to May 2017
• Ferry customers were more satisfied with Safety & Security and Ticketing, compared to May 2017
• Customers were most satisfied with Safety & Security and Comfort, which include: feeling safe while on this ferry and smoothness of ferry trip
• Customers were least satisfied with availability of information about service delays.
How satisfied are you with this service?Timeliness
Safety & Security
Ticketing
Convenience
Accessibility
Comfort
Cleanliness
Information
Customer Service
3
4459
422
32
45
445
66536
22
5478
9108
6
913
86
231
53
24
234
615
63
14
21
73
115
311
13
1015
1414
658
75
1014
8710
1817
1712
14
98
108
1010
98
7
40
3734
4042
404038
3230
4141
3937
40
3930
3846
37
4141
4043
3840
3637
38
38
40343329
485050
5360
4437
4749
42
313234
3629
4648
3842
3436
4344
46
92
87838785
949597
9296
9491
949391
8879899481
9696
88938287
888991
0 20 40 60 80 100
This light rail turning up on timeFrequency of this light rail service
Journey time given the distance travelledTime to connect to other transport services
Feeling safe at the light rail station/stopFeeling safe while on this light rail service
This light rail service being driven safely
Ease of purchasing my ticketEase of using my Opal Card
Ease of getting to light rail station/stopEase of connection with other modes of transport
Ease of accessing the light rail station/stopEase of getting on and off the light rail serviceUsefulness 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 serviceTemperature on this light rail service
Personal space on this light rail service
Cleanliness of the light rail station/stopCleanliness of this light rail service
Availability of arrival information for this serviceAvailability of next stop information on this service
Availability of information about service delaysEase of finding info. (routes, stops and timetables)
Willingness of light rail staff to helpKnowledge of light rail staff
Presentation of light rail staff
overall light rail 2018Q2% Partly to very satisfied% Dissatisfied
Customer Satisfaction Index May 2018 13
92% satisfiedCustomer satisfactionOverall light rail
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
Summary
• Satisfaction with light rail increased by 2% pts compared to May 2017
• Light rail customers were more satisfied with Comfort and Cleanliness, compared to May 2017
• Customers were most satisfied with Safety & Security and Cleanliness, including: light rail service being driven safely and cleanliness of light rail service
• Customers were least satisfied with seat availability on light rail service.
ISBN 978-1-925659-71-9M1402-1 2018
Transport for NSWPO Box K659, Haymarket NSW 1240T 02 8202 2702 E [email protected]
DisclaimerWhile 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 NSWUsers 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.
Transport for NSW
Roads Customer Satisfaction IndexMay 2018
Roads Customer Satisfaction Index May 2018 2
Executive summary 3
Customer satisfaction methodology 4
May 2018 results 6
Private vehicle 7Heavy vehicle 8Motorcycle 9Bicycle 10Walking 11
Contents
Roads Customer Satisfaction Index May 2018 3
Executive summary
The NSW Government’s vision is for an integrated transport system that drives better outcomes for all customers. The Roads Customer Satisfaction Index May 2018 independently brings together the voices of over 4,000 customers, and demonstrates current satisfaction levels across all transport modes for roads.
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 transport system for all customers.
The below table shows overall roads customer satisfaction over time:
Overall customer satisfaction
Mode Nov 2015 May 2016 Nov 2016 May 2017 Nov 2017 May 2018
Private Vehicle 85% 85% 83% 85% 85% 83%
Heavy Vehicle 67% 66% 66% 61% 61% 75%
Motorcycle 86% 83% 86% 82% 86% 89%
Bicycle 84% 82% 85% 87% 88% 87%
Walking 85% 86% 85% 85% 86% 85%
Roads Customer Satisfaction Index May 2018 4
BackgroundTransport for NSW has conducted surveys each year to measure customer satisfaction levels across NSW roads since November 2015. We will continue to survey customers each year to help us drive improvement.
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 customer service priorities including journey time reliability, safety, road quality and design.
The Roads Customer Satisfaction Index (RCSI) May 2018 includes responses from more than 4,000 customers across five modes: private vehicle, heavy vehicle, motorcycle, bicycle and walking.
ScaleThe 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
DissatisfiedPartly
Dissatisfied
Neither Satisfied nor Dissatisfied
Partly Satisfied
SatisfiedVery
Satisfied
Survey methodologyThe survey is a stratified simple random sample according to a sampling frame. Individual sampling frames have been constructed for each of the individual surveys underpinning the RCSI (passenger vehicle, heavy vehicle, motorcycle, bicycle, walking) to achieve a sample that is statistically representative of the population of the users of the service and is achievable during the in-field period based on known incidence rates in previous surveys.
Sampling and sample sizes set for each of the RCSI modes aims to achieve a Margin of Error (MoE) of less than +/-5% with 95% confidence interval for each service overall and a MoE of less than +/-10% with 95% confidence interval for each of the quota variables. Post weighting may then be used to re-align distributions to be representative of the population.
Customers were surveyed regarding their most recent experience by means of an online questionnaire with additional face-to-face interviews where required. Customers were recruited via an online panel and emailed invitations to participate in the survey. Response rates were monitored on a daily basis and were used to determine number of reminders sent to panel members. Survey data is weighted based on ABS and BTS Household Travel Survey (HTS) statistics.
Customer satisfaction methodology
Roads Customer Satisfaction Index May 2018 5
EligibilityCustomers over 18 years of age were eligible to complete the survey if they had recently travelled using private vehicle (within last 24 hours), heavy vehicle (within last 6 months), motorcycle (within last week), bicycle (within last 6 months) or by walking (within last 24 hours) and their home postcode was within NSW.
Notes about the customer satisfaction results in this reportThe reported variance between some results across time periods may differ from the variance between the whole number results due to rounding.
Customer satisfaction methodology
Roads Customer Satisfaction Index May 2018 6
May 2018 results
6
How satisfied were you with your most recent trip
Journey Time Reliability
Safety
Road Quality & Design
Signage & Markings
Information
Customer Service
Licensing & Registration
Tolling
5
10
10
14
17
7
9
9
13
18
15
14
17
15
5
8
5
5
23
6
6
5
19
23
5
5
6
10
14
9
9
9
12
17
12
11
15
15
18
16
15
14
13
10
12
11
10
14
9
11
9
10
8
9
9
14
12
14
43
39
39
39
36
43
44
42
41
37
39
40
35
39
47
45
47
42
28
41
37
38
34
30
39
40
33
29
37
31
32
32
25
17
27
22
22
18
16
19
19
20
16
26
24
25
27
12
25
20
20
17
21
38
37
37
36
20
83
81
81
77
70
82
78
79
74
71
74
74
70
68
84
81
83
79
54
75
68
67
61
59
86
86
84
77
71
0 20 40 60 80 100
Travel time considering the distance you travelled
Reliability of travel time
Traffic flow
Safe and courteous driving by others
Your personal feeling of safety on the road
Effectiveness of road safety infrastructure
Road lighting
Width of roads
Quality and smoothness of road surface
Sufficiency of road space for all road users
Consistency of speed zones
Availability of overtaking lanes
Adequate emergency stopping areas /road shoulders
Adequacy of direction signs
Clarity of speed zone markings
Adequacy of road signs and warnings
Clarity of road rules
Information about road closures/delays before driving
Availability of information to help plan your trip
Ease of seeking information and making an enquiry
Handling of my information request or enquiry
Ease of providing feedback and complaints
Handling of my feedback and complaint
Ease to apply/renew/update a vehicle registration
Ease to apply/renew/update a driver's license
Ease of applying for an e-Tag
Ease of reporting a lost, stolen or defective e-Tag
Ease of enquiring about tolling
Private Vehicles 2018Q2% Partly to very satisfied% Dissatisfied
Roads Customer Satisfaction Index May 2018 7
83% satisfied
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.
Summary
• Satisfaction with private vehicle trips decreased 2% pts compared to May 2017
• Customers were most satisfied with Licensing & Registration and Signage & Markings including: ease to apply/renew/update vehicle registration and adequacy of road signs & warning
• Customers were least satisfied with information about road closures/delays before driving.
Customer satisfactionPrivate vehicle
How satisfied were you with your last tripJourney Time Reliability
Safety
Road Quality & Design
Signage & Markings
Information
Customer Service
Licensing & Registration
Tolling
Facilities
15
151618
391213
818
364235244031
141226
262218
15112626
76
00
26
4642
22
141613
251916
1316
1115
1719
1318
1514
12
1119
13
1614
036
68
290
21
1619
44
545252
2250
5358
46
4634
3847
3941
5658
46
4539
45
3133
2816
5958
2575
21
2627
9
121010
3787
9
333433
676
878
3200
2323
290
23
44
75
807874
5077767772
605358705563
787963
636466
50492852
8889
837565
4650
0 20 40 60 80 100
Travel time considering the distance you travelledReliability of travel time
Traffic flow
Safe and courteous driving by othersYour personal feeling of safety on the roadEffectiveness of road safety infrastructure
Experience of completing safety inspectionsRoad lighting
Width of roadsQuality and smoothness of road surface
Sufficiency of road space for all road usersAvailability of overtaking lanes
Adequate emergency stopping areas /road shouldersConsistency of speed zones
Adequacy of direction signsClarity of speed zone markings
Adequacy of road signs and warnings
Clarity of road rulesInformation about road closures/delays before driving
Availability of information to help plan your trip
Ease of seeking information and making an enquiryHandling of my information request or enquiry
Ease of providing feedback and complaintsHandling of my feedback and complaint
Ease to apply/renew/update a vehicle registrationEase to apply/renew/update a driver's license
Ease of applying for an e-TagEase of reporting a lost, stolen or defective e-Tag
Ease of enquiring about tolling
Availability of rest areas for heavy vehiclesQuality of rest areas for heavy vehicles
Heavy Vehicles 2018Q2% Partly to very satisfied% Dissatisfied
Roads Customer Satisfaction Index May 2018 8
75% satisfied
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.
Summary
• Satisfaction with heavy vehicle trips increased 14% pts compared to May 2017
• Customers were most satisfied with Licensing & Registration and Journey Time Reliability including: ease to apply/renew/update vehicle driver’s license and travel time
• Customers were least satisfied with availability of rest areas for heavy vehicles.
Customer satisfactionHeavy vehicle
How satisfied were you with your most recent tripJourney Time Reliability
Safety
Road Quality & Design
Signage & Markings
Information
Customer Service
Licensing & Registration
Tolling
5
648
181114
77
71710131111
555
711
65
6635
65
126
10
15
1311
17
1214
131416
1318
1214
1413
1313
11
1013
1212
1216
712
1015
101313
45
4139
34
3340
4039
38
4336
383643
38
4242
44
4833
4043
4140
4536
3836
4037
35
29
283127
232320
2725
2118
242218
23
262526
21252623
2220
3736
3734
3229
31
89
818278
6777737979
787274727674
818081
79717878
75778884
8585
817980
0 20 40 60 80 100
Travel time considering the distance you travelledReliability of travel time
Traffic flow
Safe and courteous driving by othersYour personal feeling of safety on the roadEffectiveness of road safety infrastructure
Road lightingRules regarding motorcyclists use of the road
Width of roadsQuality and smoothness of road surface
Sufficiency of road space for all road usersConsistency of speed zones
Suitability of road design for motorcyclistsAdequate emergency stopping lanes/road shoulders
Adequacy of direction signsClarity of speed zone markings
Adequacy of road signs and warnings
Clarity of road rulesInformation about road closures/delays before driving
Availability of information to help plan your tripSufficiency of training and information
Ease of seeking information and making an enquiryHandling of my information request or enquiry
Ease of providing feedback and complaintsHandling of my feedback and complaint
Ease to apply/renew/update a vehicle registrationEase to apply/renew/update a driver's license
Ease of applying for an e-TagEase of reporting a lost, stolen or defective e-Tag
Ease of enquiring about tolling
Motorcyclists 2018Q2% Partly to very satisfied% Dissatisfied
Roads Customer Satisfaction Index May 2018 9
Customer satisfactionMotorcycle
89% satisfied
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.
Summary
• Satisfaction with motorcycle trips increased 7% pts compared to May 2017
• Customers were most satisfied with Licensing & Registration and Reliability including: ease to apply/renew/update vehicle registration and reliability of travel time
• Customers were least satisfied with safe and courteous driving by others.
How satisfied were you with your last trip
Journey Time Reliability
Safety
Road Quality & Design
Signage & Markings
Information
Facilities
3
3
4
6
20
14
13
25
15
19
17
9
4
9
7
13
11
13
10
10
11
14
18
19
12
15
11
18
13
11
12
12
14
18
48
48
49
45
35
41
40
30
42
36
37
42
44
35
40
38
29
25
28
25
20
14
15
15
16
17
17
16
18
20
21
17
17
17
87
85
84
77
63
74
74
58
73
64
71
73
75
68
69
70
64
0 20 40 60 80 100
Travel time considering the distance you travelled
Reliability of travel time
Traffic flow
Safe and courteous driving by others
Your personal feeling of safety while riding
Being able to cross/turn in traffic safely
Adequacy of road safety infrastructure for cyclists
Ability to share footpaths/streets with others safely
Lighting on roads and bicycle routes
Quality and smoothness of road surfaces
Availability of direct routes/short cuts for bicycle riders
Consistency of speed zones
Adequacy of signage to help find your way
Availability of information to help plan your trip
Ease of connecting between bicycle routes
Ease of accessing public transport connections
Bicyclists 2018Q2% Partly to very satisfied% Dissatisfied
Roads Customer Satisfaction Index May 2018 10
Customer satisfactionBicycle
87% satisfied
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.
Summary
• Satisfaction with bicycle trips remained stable compared to May 2017
• Customers were most satisfied with Journey Time Reliability and Road Quality & Design including: travel time and consistency of speed zones
• Customers were least satisfied with safe and courteous driving by others.
How satisfied were you with your last trip
Journey Time Reliability
Safety
Road Quality & Design
Signage & Markings
Information
Facilities
3
4
3
6
12
8
12
12
17
16
8
7
4
13
8
6
9
9
9
13
13
10
14
15
12
18
12
12
10
13
11
12
46
46
46
44
40
38
39
39
38
36
41
41
37
38
40
42
30
31
33
27
25
34
23
25
20
20
27
24
26
25
29
30
85
87
88
83
78
83
77
79
70
74
80
76
73
75
81
84
0 20 40 60 80 100
Travel time considering the distance you travelled
Reliability of travel time
Smoothness of walking trip
Safe behaviour of other road users around you
Your personal feeling of safety while riding
Adequacy of structures to support pedestrian safety
Ability to share footpaths/streets with others safely
Lighting on roads and footpaths
Condition and quality of streets/footpaths
Availability of direct routes/short cuts for pedestrians
Signage to help you easily find your way
Availability of information to help plan your trip
Cleanliness of footpaths/streets
Ease of walking for connecting to public transport
Access to schools/shops/workplaces or public spaces
Pedestrians 2018Q2% Partly to very satisfied% Dissatisfied
Roads Customer Satisfaction Index May 2018 11
Customer satisfactionWalking
85% satisfied
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.
Summary
• Satisfaction with walking trips remained stable compared to May 2017
• Customers were most satisfied with Journey Time Reliability and Facilities including: reliability of travel time and ease of direct access to schools, shops, workplaces or public spaces on foot
• Customers were least satisfied with lighting on roads and footpaths.
ISBN 978-1-925659-72-6M1402-3 2018
Transport for NSWPO Box K659, Haymarket NSW 1240T 02 8202 2702 E [email protected]
DisclaimerWhile 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 NSWUsers 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.
Transport for NSW
Point to Point Customer Satisfaction IndexMay 2018
Point to Point Customer Satisfaction Index — May 2018 2
Executive summary 3
Customer satisfaction methodology 4
May 2018 results 6
Urban Taxi Network 7Rideshare 8Hire Car 9
Contents
Point to Point Customer Satisfaction Index — May 2018 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 Point-to-Point Customer Satisfaction Index May 2018 independently brings together the voices of over 3,500 customers, and demonstrates current satisfaction levels across point-to-point 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 the movement in overall customer satisfaction over time:
Mode Nov 2013
Nov 2014
Nov 2015
May 2016
Nov 2016
May 2017
Nov 2017
May 2018
Taxi 82% 81% 82% 81% 85% 81% 84% 86%
Rideshare N/A N/A N/A N/A N/A 88% 91% 92%
Hire Car N/A N/A N/A N/A N/A 85% 88% 91%
Point to Point Customer Satisfaction Index — May 2018 4
Background
Starting in May 2017, Transport for NSW began conducting surveys each year to measure customer satisfaction levels across NSW Point-to-Point transport, including Taxi, Rideshare and Hire Car customers. Prior to this, Taxi customers were surveyed. We will continue to survey customers each year to help us drive improvement.
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 customer service priorities including timeliness, safety and customer service.
The Point-to-Point Customer Satisfaction Index May 2018 includes responses from more than 3,500 customers across three modes: taxi, rideshare and hire car.
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
DissatisfiedPartly
Dissatisfied
Neither Satisfied nor Dissatisfied
Partly Satisfied
SatisfiedVery
Satisfied
Survey methodology
The surveys use stratified and simple random samples according to a sampling frame. Individual sampling frames have been constructed for each of the individual modal surveys (Taxi, Rideshare, and Hire Car) to achieve a sample that is statistically representative of the population of the users of the service and is achievable during the in-field period based on known incidence rates in previous surveys.
Sampling and sample sizes set for each of Point-to-Point modes aims to achieve a Margin of Error (MoE) of less than +/-5% with 95% confidence interval for each service overall. Post weighting may then be used to re-align distributions to be representative of the population.
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. Response rates were monitored on a daily basis and were used to determine number of reminders sent to panel members. Survey data is weighted based on panel and internal KPI statistics
Customer satisfaction methodology
Point to Point Customer Satisfaction Index — May 2018 5
Eligibility
Customers over 18 years of age were eligible to complete the survey if they had recently travelled using Taxi, Rideshare and Hire Car (within last 6 months) and their home postcode was within the greater metropolitan area including Sydney, Newcastle, Central Coast and Wollongong.
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 methodology
Point to Point Customer Satisfaction Index — May 2018 6
May 2018 results
6
How satisfied are you with this service?Timeliness
Safety & Security
Payment
Convenience
Accessibility
Comfort
Cleanliness
Information
Customer Service
6
675
14
3344
45
1310
343
22
1233
558
1516
23
144
78675
10
111111
16
8108
7
58
1914
9118
77
15910
1411
13
913
97
125
12131113
11
45
4844
5343
464247
52
4647
4142
4338
43
4847
4054
54
5349
44
3834
4345
3548
47454947
45
31
2733
2518
383837
29
4134
1919
384341
3839
172927
1931
22
2017
3635
2033
2129
2524
30
86
86888977
92919187
92907975
909292
9393
729391
859180
676588876886
8187858586
0 20 40 60 80 100
Availability of taxi servicesTaxi arrived on time
Journey time given the distance travelledTraffic flow
Feeling safe while in the taxiFeeling safe at the taxi rank
The taxi was driven safelySecurity features provided in the taxi
Ease of paymentCharged correct fare
Reasonableness of fare chargedReasonableness of the payment method surcharge
Ease of booking the taxiEase of finding the taxi rank
Convenience of drop off at destination
Ease of getting in and out of the taxiAdequate space during the trip
Comfort at taxi rank (e.g. shelter & seating)Comfort within the taxi
Temperature level in the taxi
Cleanliness of the taxi rankCleanliness of the taxi interior
Pleasant smell in the taxi
Information on where to find a taxiAvailability of information at taxi rank
Information on how to book a taxiInformation on my booking requestInformation on fares including tolls
Information on location of available taxis
Willingness of taxi driver to helpKnowledge of taxi driver to get you to your destination
Personal presentation of taxi driverEase of communicating with taxi driver
Staff on the phone responded to my needs
Overall Taxi 2018Q2% Partly to very satisfied% Dissatisfied
Point to Point Customer Satisfaction Index — May 2018 7
Customer satisfactionUrban Taxi Network
86% satisfied
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.
Summary
• Satisfaction with Taxi services increased 5% pts compared to May 2017
• Customers were most satisfied with Accessibility and Convenience, including: adequate space during the trip and convenience of drop off destination
• Customers were least satisfied with availability of information at taxi rank.
Point to Point Customer Satisfaction Index — May 2018 8
Customer satisfactionRideshare
92% satisfied
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.
Summary
• Satisfaction with Rideshare services increased 4% pts compared to May 2017
• Customers were most satisfied with Convenience and Accessibility, including: ease of booking rideshare service and ease of getting in and out of rideshare vehicle
• Customers were least satisfied with traffic flow.
How satisfied are you with this service?Timeliness
Safety & Security
Payment
Convenience
Accessibility
Comfort
Cleanliness
Information
Customer Service
4
3
3
3
6
2
2
2
1
3
6
2
2
1
1
3
2
2
2
3
2
2
2
4
3
4
2
3
3
7
10
10
7
13
8
6
9
5
9
12
6
6
6
6
11
7
7
7
9
7
5
6
10
6
8
5
7
8
42
46
44
47
46
46
44
45
37
43
43
40
41
44
43
45
47
49
43
45
42
48
43
44
42
43
47
42
46
44
35
39
40
28
40
43
37
53
40
35
49
47
46
45
35
41
36
45
37
45
40
46
35
43
41
41
44
34
92
92
92
93
87
93
93
91
95
92
89
95
94
95
94
92
95
92
95
91
94
93
94
89
91
92
92
93
88
0 20 40 60 80 100
Availability of rideshare services
Rideshare driver arrived on time
Journey time given the distance travelled
Traffic flow
Feeling safe while in rideshare vehicle
Rideshare vehicle was driven safely
Security features provided by booking apps
Ease of payment
Accuracy of estimated fare
Reasonableness of fare charged
Ease of booking rideshare service
Convenience of drop off at destination
Ease of getting in and out of the rideshare vehicle
Adequate space during the trip
Ease of identifying the rideshare vehicle for pickup
Comfort within the rideshare vehicle
Temperature level in the rideshare vehicle
Cleanliness of the rideshare vehicle interior
Pleasant smell in the rideshare vehicle
Information on location of available services
Information on how to book a rideshare service
Information on my booking request
Information on fares including tolls
Willingness of rideshare driver to help
Knowledge of driver to get you to your destination
Personal presentation of rideshare driver
Ease of communicating with rideshare driver
Supporting staff responded to my queries
Overall Rideshare 2018Q2% Partly to very satisfied% Dissatisfied
Point to Point Customer Satisfaction Index — May 2018 9
Customer satisfactionHire Car
91% satisfied
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.
Summary
• Satisfaction with Hire Car services increased 6% pts compared to May 2017
• Customers were most satisfied with Accessibility and Comfort, including: adequate space during the trip and comfort within the hire car vehicle
• Customers were least satisfied with traffic flow.
How satisfied are you with this service?
Timeliness
Safety & Security
Payment
Convenience
Accessibility
Comfort
Cleanliness
Information
Customer Service
4
3
3
4
7
4
2
2
2
2
4
3
3
2
3
3
3
3
4
2
3
3
5
3
3
3
2
3
10
13
10
12
17
10
10
12
9
11
13
10
10
8
10
11
10
10
10
10
11
9
12
8
10
9
8
11
46
51
49
50
45
47
48
49
46
49
50
47
47
47
48
48
47
48
48
40
36
37
36
29
34
32
33
34
34
26
30
27
18
35
34
26
38
31
24
35
35
37
35
34
33
35
31
42
45
46
41
56
48
50
50
47
91
90
89
89
80
91
92
87
92
91
87
92
92
93
93
93
91
93
90
92
91
92
89
93
91
91
90
91
0 20 40 60 80 100
Availability of hire car services
Hire car driver arrived on time
Journey time given the distance travelled
Traffic flow
Feeling safe while in hire car vehicle
Hire car vehicle was driven safely
Security features provided from booking
Ease of payment
Charged correct fare
Reasonableness of fare charged
Ease of booking hire car service
Convenience of drop off at destination
Ease of getting in and out of the hire car vehicle
Adequate space during the trip
Comfort within the hire car vehicle
Temperature level in the hire car vehicle
Cleanliness of the hire car vehicle interior
Pleasant smell in the hire car vehicle
Information on location of available hire car services
Information on how to book a hire car service
Information on my booking request
Information on fares including tolls
Willingness of hire car driver to help
Knowledge of driver to get you to your destination
Personal presentation of hire car driver
Ease of communicating with hire car driver
Supporting staff responded to my queries
Overall Hire Car 2018Q2% Partly to very satisfied% Dissatisfied
M1240-4-2018
Transport for NSWPO Box K659, Haymarket NSW 1240T 02 8202 2702 E [email protected]
DisclaimerWhile 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 NSWUsers 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.
Transport for NSW
Customer Satisfaction IndexMay 2018 Appendix
For more information about this publication please contact: Transport for NSW • PO Box K659 • Haymarket NSW 1240 • T 02 8202 2200 • E [email protected] TfN
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Customer Satisfaction Index May 2018Train% Partly to very satisfied Suburban and Intercity Train lines
Service driver Service attribute T1 North Shore, Northern &
Western
T2Airport, Inner West & South
T3Bankstown
T4Eastern
Suburbs & Illawara
T5Cumberland
T6 Carlingford
Blue Mountains
Central Coast & Newcastle
Hunter South Coast
Southern Highlands
Overall How satisfied are you with this service 88% 81% 82% 90% 79% 83% 94% 89% 89% 84% 84%
Timeliness This train turning up on time 89% 85% 85% 93% 85% 88% 94% 93% 87% 91% 90%
Frequency of this train service 76% 74% 73% 85% 68% 62% 76% 81% 77% 62% 55%
Journey time given the distance travelled 80% 74% 71% 88% 81% 84% 84% 81% 92% 73% 71%
Time to connect to other transport services 76% 75% 72% 84% 75% 77% 83% 83% 74% 76% 74%
Safety & Security Feeling safe at the train station 90% 89% 86% 93% 88% 89% 92% 90% 87% 90% 95%
Feeling safe while on this train 90% 89% 87% 94% 89% 89% 91% 92% 85% 92% 96%
Ticketing Ease of purchasing my ticket 90% 91% 91% 92% 90% 89% 92% 90% 91% 87% 88%
Ease of using my Opal card 94% 93% 94% 94% 93% 93% 95% 95% 94% 93% 94%
Convenience Ease of getting to the station 85% 84% 82% 90% 81% 88% 89% 89% 89% 85% 92%
Ease of connection with other modes of transport 81% 81% 79% 86% 77% 81% 86% 86% 76% 82% 87%
Accessibility Ease of accessing the train station 88% 88% 87% 91% 84% 91% 90% 92% 92% 90% 93%
Ease of getting on and off the train 91% 89% 90% 91% 84% 95% 89% 93% 91% 93% 92%
Usefulness of signs to help you find your way 89% 87% 87% 90% 86% 90% 89% 89% 88% 92% 88%
Comfort Comfort at the train station (shelter & seating) 81% 77% 77% 88% 81% 82% 82% 84% 86% 82% 84%
Seat availability on this train 86% 81% 85% 87% 73% 95% 92% 92% 90% 82% 88%
Seat comfort on this train 88% 78% 84% 88% 83% 87% 89% 86% 91% 84% 84%
Temperature on this train 87% 76% 78% 85% 82% 77% 87% 86% 89% 82% 85%
Personal space on this train 85% 76% 79% 84% 76% 91% 87% 83% 86% 77% 86%
Cleanliness Cleanliness of the train station 90% 85% 86% 89% 89% 89% 89% 89% 92% 89% 93%
Cleanliness of this train 90% 84% 83% 90% 88% 88% 87% 89% 86% 88% 94%
Information Availability of arrival information for this train 90% 86% 85% 91% 89% 83% 89% 90% 88% 90% 87%
Availability of next stop information on this train 91% 84% 84% 87% 90% 90% 86% 87% 90% 91% 84%
Availability of information about service delays 80% 76% 75% 83% 78% 76% 82% 79% 81% 80% 76%
Ease of finding info (routes, stops, timetables) 85% 83% 83% 87% 82% 80% 86% 86% 85% 86% 85%
Customer Service Willingness of rail staff to help 85% 80% 84% 89% 80% 80% 87% 85% 88% 84% 89%
Knowledge of rail staff 84% 81% 84% 87% 83% 80% 87% 86% 86% 82% 88%
Presentation of rail staff 88% 85% 85% 89% 84% 80% 89% 89% 89% 87% 90%
For more information about this publication please contact: Transport for NSW • PO Box K659 • Haymarket NSW 1240 • T 02 8202 2200 • E [email protected] TfN
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Customer Satisfaction Index May 2018Train% Partly to very dissatisfied Suburban and Intercity Train lines
Service driver Service attribute T1 North Shore, Northern &
Western
T2Airport, Inner West & South
T3Bankstown
T4Eastern
Suburbs & Illawara
T5Cumberland
T6 Carlingford
Blue Mountains
Central Coast & Newcastle
Hunter South Coast
Southern Highlands
Overall How satisfied are you with this service 6% 12% 10% 3% 15% 11% 1% 4% 4% 9% 13%
Timeliness This train turning up on time 7% 10% 11% 3% 8% 9% 3% 4% 11% 5% 8%
Frequency of this train service 18% 18% 18% 9% 24% 31% 17% 12% 18% 31% 42%
Journey time given the distance travelled 12% 17% 18% 5% 14% 9% 9% 14% 5% 18% 23%
Time to connect to other transport services 12% 15% 16% 5% 15% 16% 6% 9% 17% 13% 14%
Safety & Security Feeling safe at the train station 5% 5% 7% 3% 5% 4% 4% 7% 9% 4% 3%
Feeling safe while on this train 5% 4% 6% 3% 5% 4% 4% 6% 10% 4% 2%
Ticketing Ease of purchasing my ticket 6% 6% 5% 4% 4% 8% 6% 5% 6% 8% 10%
Ease of using my Opal card 4% 3% 4% 2% 3% 3% 3% 3% 5% 3% 4%
Convenience Ease of getting to the station 9% 8% 8% 5% 12% 7% 5% 6% 7% 6% 4%
Ease of connection with other modes of transport 9% 10% 8% 8% 14% 11% 5% 8% 18% 8% 7%
Accessibility Ease of accessing the train station 6% 6% 7% 3% 8% 5% 5% 5% 4% 4% 2%
Ease of getting on and off the train 3% 5% 4% 4% 8% 1% 5% 4% 5% 3% 4%
Usefulness of signs to help you find your way 4% 5% 5% 5% 6% 2% 4% 2% 5% 3% 4%
Comfort Comfort at the train station (shelter & seating) 11% 15% 14% 6% 12% 9% 9% 11% 10% 11% 8%
Seat availability on this train 10% 12% 9% 9% 24% 1% 3% 5% 6% 13% 9%
Seat comfort on this train 5% 13% 10% 6% 7% 7% 5% 11% 4% 8% 12%
Temperature on this train 7% 16% 14% 8% 9% 12% 7% 8% 8% 9% 11%
Personal space on this train 10% 15% 13% 9% 18% 2% 5% 11% 6% 15% 9%
Cleanliness Cleanliness of the train station 5% 8% 8% 5% 4% 3% 6% 5% 4% 5% 2%
Cleanliness of this train 5% 9% 10% 5% 4% 2% 8% 7% 7% 6% 3%
Information Availability of arrival information for this train 4% 7% 8% 4% 7% 8% 4% 4% 7% 4% 6%
Availability of next stop information on this train 4% 9% 9% 7% 4% 5% 6% 6% 6% 4% 11%
Availability of information about service delays 11% 15% 16% 10% 18% 16% 10% 12% 10% 10% 15%
Ease of finding info (routes, stops, timetables) 7% 8% 9% 7% 10% 8% 5% 6% 8% 6% 8%
Customer Service Willingness of rail staff to help 5% 5% 6% 3% 8% 6% 3% 4% 4% 5% 3%
Knowledge of rail staff 4% 4% 6% 3% 6% 5% 2% 3% 4% 5% 3%
Presentation of rail staff 3% 4% 4% 3% 6% 6% 1% 2% 2% 3% 3%
For more information about this publication please contact: Transport for NSW • PO Box K659 • Haymarket NSW 1240 • T 02 8202 2200 • E [email protected] TfN
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Customer Satisfaction Index May 2018Bus% 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
Overall How satisfied are you with this service 87% 90% 90% 89% 88% 89% 89% 93% 88% 92% 96% 88% 92% 90%
Timeliness This bus turning up on time 78% 82% 81% 85% 79% 79% 78% 88% 80% 83% 86% 77% 78% 84%
Frequency of this bus service 79% 79% 80% 80% 76% 73% 73% 88% 76% 79% 71% 75% 74% 78%
Journey time given the distance travelled 91% 88% 88% 90% 88% 83% 89% 91% 78% 92% 93% 87% 89% 89%
Time to connect to other transport services 84% 80% 82% 85% 81% 80% 83% 89% 81% 87% 78% 83% 82% 81%
Safety & Security Feeling safe at the bus stop 88% 91% 89% 94% 92% 92% 92% 95% 95% 95% 95% 90% 97% 89%
Feeling safe while on this bus 93% 94% 92% 95% 94% 94% 94% 96% 95% 97% 98% 94% 98% 94%
This bus being driven safely 92% 95% 91% 92% 91% 95% 93% 96% 95% 96% 98% 92% 98% 94%
Ticketing Ease of purchasing my ticket 93% 93% 89% 94% 91% 91% 92% 93% 93% 95% 92% 93% 95% 91%
Ease of using my Opal card 95% 94% 94% 96% 95% 95% 95% 96% 95% 97% 97% 95% 96% 95%
Convenience Ease of getting to the bus stop 93% 92% 92% 89% 94% 91% 92% 91% 91% 94% 95% 91% 92% 92%
Ease of connection with other modes of transport 90% 90% 89% 87% 92% 88% 89% 88% 89% 90% 94% 89% 87% 89%
Accessibility Ease of accessing the bus stop 95% 95% 94% 92% 94% 94% 93% 92% 93% 94% 98% 93% 95% 94%
Ease of getting on and off this bus 96% 95% 93% 93% 95% 95% 94% 96% 94% 94% 98% 94% 98% 95%
Usefulness of signs to help you find your way 89% 90% 88% 87% 89% 84% 86% 84% 84% 89% 89% 89% 89% 90%
Comfort Comfort at the bus stop (shelter & seating) 78% 81% 82% 77% 81% 79% 81% 84% 78% 84% 80% 78% 81% 73%
Seat availability on this bus 93% 93% 90% 85% 92% 88% 88% 93% 86% 94% 99% 92% 95% 93%
Seat comfort on this bus 93% 93% 89% 90% 92% 89% 89% 91% 87% 92% 97% 93% 93% 90%
Temperature on this bus 91% 94% 86% 81% 88% 87% 90% 88% 84% 92% 94% 89% 91% 92%
Personal space on this bus 91% 95% 88% 83% 91% 85% 86% 91% 82% 93% 98% 89% 93% 91%
Smoothness of this bus trip 87% 92% 86% 84% 84% 87% 87% 88% 86% 90% 95% 88% 91% 86%
Cleanliness Cleanliness of the bus stop 84% 85% 85% 90% 86% 87% 87% 89% 86% 89% 90% 87% 89% 87%
Cleanliness of this bus 94% 90% 90% 93% 90% 93% 93% 93% 90% 95% 98% 92% 97% 95%
Information Availability of arrival information for this bus 83% 81% 85% 85% 81% 81% 79% 82% 79% 84% 88% 82% 88% 86%
Availability of next stop information on this bus 79% 79% 81% 74% 77% 71% 72% 76% 65% 79% 80% 76% 76% 82%
Availability of information about service delays 71% 76% 74% 70% 71% 68% 69% 74% 63% 73% 72% 72% 69% 74%
Ease of finding info (routes, stops, timetables) 79% 81% 81% 80% 80% 77% 76% 78% 74% 83% 88% 80% 84% 82%
Customer Service Willingness of bus staff to help 87% 88% 86% 83% 84% 81% 84% 89% 84% 89% 91% 84% 92% 88%
Knowledge of bus staff 85% 88% 84% 82% 84% 82% 81% 86% 84% 90% 89% 84% 90% 85%
Presentation of bus staff 93% 90% 90% 88% 86% 88% 88% 93% 88% 91% 95% 88% 96% 89%
For more information about this publication please contact: Transport for NSW • PO Box K659 • Haymarket NSW 1240 • T 02 8202 2200 • E [email protected] TfN
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CS
I 20
18
Customer Satisfaction Index May 2018Bus% 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 9% 4% 7% 6% 6% 6% 5% 5% 8% 3% 3% 7% 5% 5%
Timeliness This bus turning up on time 18% 12% 14% 11% 13% 15% 17% 8% 14% 12% 12% 17% 19% 12%
Frequency of this bus service 15% 13% 14% 13% 19% 18% 19% 9% 16% 14% 25% 18% 19% 17%
Journey time given the distance travelled 6% 6% 7% 4% 5% 9% 5% 6% 15% 4% 4% 6% 5% 5%
Time to connect to other transport services 10% 10% 10% 6% 10% 8% 6% 4% 8% 7% 12% 10% 9% 10%
Safety & Security Feeling safe at the bus stop 6% 5% 6% 1% 3% 4% 4% 3% 3% 2% 3% 5% 2% 6%
Feeling safe while on this bus 2% 3% 4% 2% 2% 3% 3% 2% 2% 1% 2% 2% 1% 3%
This bus being driven safely 3% 3% 5% 2% 4% 2% 2% 1% 3% 2% 2% 3% 1% 3%
Ticketing Ease of purchasing my ticket 3% 5% 6% 3% 6% 5% 5% 4% 4% 3% 6% 2% 3% 6%
Ease of using my Opal card 3% 3% 2% 1% 2% 2% 3% 2% 3% 2% 2% 2% 2% 3%
Convenience Ease of getting to the bus stop 4% 3% 3% 6% 3% 3% 4% 5% 5% 3% 3% 4% 5% 5%
Ease of connection with other modes of transport 6% 5% 4% 6% 5% 4% 5% 4% 6% 5% 5% 5% 5% 5%
Accessibility Ease of accessing the bus stop 3% 2% 3% 3% 2% 2% 2% 4% 2% 4% 1% 3% 3% 3%
Ease of getting on and off this bus 3% 1% 4% 3% 2% 2% 3% 1% 2% 4% 1% 2% 1% 2%
Usefulness of signs to help you find your way 5% 3% 4% 5% 5% 6% 6% 6% 6% 6% 3% 5% 4% 5%
Comfort Comfort at the bus stop (shelter & seating) 16% 11% 12% 13% 13% 12% 12% 9% 9% 9% 12% 13% 12% 17%
Seat availability on this bus 5% 4% 5% 9% 3% 7% 7% 3% 9% 3% 1% 4% 2% 2%
Seat comfort on this bus 4% 2% 5% 3% 3% 5% 4% 4% 5% 3% 1% 3% 3% 3%
Temperature on this bus 5% 1% 8% 12% 7% 7% 5% 7% 8% 3% 5% 3% 4% 3%
Personal space on this bus 5% 2% 5% 8% 3% 7% 8% 3% 9% 3% 1% 4% 3% 4%
Smoothness of this bus trip 8% 2% 7% 8% 9% 7% 6% 6% 7% 4% 3% 5% 4% 6%
Cleanliness Cleanliness of the bus stop 10% 8% 8% 4% 6% 5% 4% 6% 8% 6% 5% 7% 5% 7%
Cleanliness of this bus 3% 4% 5% 3% 4% 2% 4% 3% 6% 2% 1% 3% 1% 2%
Information Availability of arrival information for this bus 9% 10% 7% 7% 8% 11% 12% 8% 12% 8% 6% 10% 7% 7%
Availability of next stop information on this bus 11% 10% 9% 16% 9% 16% 16% 15% 22% 9% 7% 12% 12% 7%
Availability of information about service delays 17% 15% 14% 18% 15% 18% 21% 14% 23% 15% 16% 16% 17% 14%
Ease of finding info (routes, stops, timetables) 9% 9% 9% 9% 10% 12% 14% 11% 13% 9% 5% 10% 8% 8%
Customer Service Willingness of bus staff to help 5% 4% 5% 5% 5% 5% 6% 3% 5% 4% 2% 6% 1% 4%
Knowledge of bus staff 7% 4% 4% 2% 4% 3% 5% 3% 5% 3% 1% 5% 2% 4%
Presentation of bus staff 3% 4% 3% 1% 3% 3% 2% 2% 3% 3% 1% 3% 1% 2%
For more information about this publication please contact: Transport for NSW • PO Box K659 • Haymarket NSW 1240 • T 02 8202 2200 • E [email protected] TfN
SW M
140
2-2
CS
I 20
18
Customer Satisfaction Index May 2018Bus% 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
Overall How satisfied are you with this service 92% 92% 94% 94% 73% 94% 96% 94% 94% 96% 96% 94%
Timeliness This bus turning up on time 91% 89% 93% 89% 71% 90% 90% 91% 96% 88% 93% 94%
Frequency of this bus service 76% 82% 79% 82% 71% 80% 87% 79% 82% 85% 83% 88%
Journey time given the distance travelled 94% 94% 92% 94% 74% 89% 88% 93% 95% 88% 94% 95%
Time to connect to other transport services 86% 88% 86% 84% 61% 85% 87% 89% 92% 81% 88% 93%
Safety & Security Feeling safe at the bus stop 94% 91% 91% 90% 87% 89% 94% 96% 98% 92% 93% 97%
Feeling safe while on this bus 97% 95% 99% 93% 91% 92% 96% 96% 97% 94% 96% 98%
This bus being driven safely 96% 97% 99% 97% 93% 93% 97% 98% 97% 95% 97% 98%
Ticketing Ease of purchasing my ticket 90% 92% 95% 91% 91% 91% 90% 93% 97% 91% 91% 95%
Ease of using my Opal card 93% 96% 98% 94% 94% 93% 96% 96% 97% 93% 96% 98%
Convenience Ease of getting to the bus stop 89% 93% 91% 91% 80% 93% 98% 93% 97% 91% 95% 98%
Ease of connection with other modes of transport 90% 91% 89% 85% 62% 88% 92% 92% 95% 88% 92% 94%
Accessibility Ease of accessing the bus stop 95% 93% 95% 93% 85% 92% 98% 95% 97% 94% 94% 98%
Ease of getting on and off this bus 96% 94% 98% 95% 85% 93% 98% 94% 98% 93% 95% 95%
Usefulness of signs to help you find your way 88% 93% 96% 91% 76% 89% 92% 89% 96% 87% 91% 91%
Comfort Comfort at the bus stop (shelter & seating) 81% 77% 77% 70% 65% 73% 78% 84% 92% 76% 80% 84%
Seat availability on this bus 98% 98% 99% 98% 87% 94% 96% 97% 97% 93% 97% 97%
Seat comfort on this bus 95% 95% 94% 97% 85% 92% 92% 96% 98% 90% 97% 94%
Temperature on this bus 96% 95% 96% 94% 84% 93% 90% 94% 98% 89% 95% 94%
Personal space on this bus 97% 97% 98% 97% 86% 96% 93% 94% 98% 93% 96% 95%
Smoothness of this bus trip 93% 94% 97% 93% 86% 90% 91% 95% 98% 88% 94% 93%
Cleanliness Cleanliness of the bus stop 89% 85% 84% 88% 80% 91% 89% 97% 99% 84% 90% 92%
Cleanliness of this bus 98% 97% 97% 94% 91% 93% 96% 97% 99% 89% 96% 97%
Information Availability of arrival information for this bus 88% 89% 92% 84% 72% 90% 94% 84% 92% 84% 92% 96%
Availability of next stop information on this bus 83% 83% 89% 80% 60% 85% 87% 81% 89% 81% 90% 88%
Availability of information about service delays 74% 78% 82% 70% 54% 70% 71% 76% 83% 74% 82% 86%
Ease of finding info (routes, stops, timetables) 81% 86% 90% 79% 62% 86% 92% 83% 88% 83% 89% 93%
Customer Service Willingness of bus staff to help 92% 93% 96% 92% 84% 92% 95% 95% 98% 83% 95% 93%
Knowledge of bus staff 94% 93% 96% 87% 81% 92% 92% 92% 98% 86% 95% 93%
Presentation of bus staff 96% 95% 98% 93% 85% 96% 96% 95% 99% 88% 97% 98%
For more information about this publication please contact: Transport for NSW • PO Box K659 • Haymarket NSW 1240 • T 02 8202 2200 • E [email protected] TfN
SW M
140
2-2
CS
I 20
18
Customer Satisfaction Index May 2018Bus% 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 6% 3% 4% 3% 19% 3% 3% 4% 4% 1% 2% 6%
Timeliness This bus turning up on time 5% 5% 5% 7% 24% 7% 4% 6% 3% 6% 5% 6%
Frequency of this bus service 17% 11% 13% 14% 23% 18% 8% 14% 10% 9% 14% 9%
Journey time given the distance travelled 1% 2% 5% 3% 15% 6% 8% 4% 2% 5% 3% 4%
Time to connect to other transport services 9% 5% 7% 10% 27% 10% 8% 7% 4% 9% 7% 6%
Safety & Security Feeling safe at the bus stop 3% 5% 5% 5% 5% 7% 3% 1% 2% 5% 3% 1%
Feeling safe while on this bus 1% 1% 1% 2% 3% 5% 2% 1% 2% 4% 2% 1%
This bus being driven safely 1% 1% 1% 2% 3% 2% 2% 1% 2% 3% 1% 1%
Ticketing Ease of purchasing my ticket 6% 4% 4% 5% 6% 6% 6% 5% 3% 6% 5% 3%
Ease of using my Opal card 4% 2% 2% 3% 4% 5% 2% 3% 3% 4% 1% 2%
Convenience Ease of getting to the bus stop 6% 3% 5% 4% 13% 4% 2% 2% 2% 5% 2% 2%
Ease of connection with other modes of transport 5% 3% 5% 7% 22% 9% 5% 5% 4% 7% 4% 4%
Accessibility Ease of accessing the bus stop 4% 4% 3% 3% 8% 4% 2% 1% 1% 3% 3% 2%
Ease of getting on and off this bus 1% 3% 1% 2% 6% 4% 1% 1% 1% 3% 3% 4%
Usefulness of signs to help you find your way 6% 4% 2% 3% 12% 6% 2% 4% 1% 6% 4% 4%
Comfort Comfort at the bus stop (shelter & seating) 13% 17% 18% 22% 27% 18% 12% 12% 6% 18% 13% 11%
Seat availability on this bus 1% 1% 1% 1% 6% 4% 2% 0% 1% 3% 1% 3%
Seat comfort on this bus 2% 3% 3% 1% 6% 5% 5% 2% 1% 4% 1% 3%
Temperature on this bus 1% 2% 4% 4% 6% 4% 4% 3% 1% 6% 2% 5%
Personal space on this bus 1% 2% 1% 1% 6% 3% 4% 2% 0% 4% 1% 4%
Smoothness of this bus trip 4% 3% 1% 3% 5% 4% 4% 3% 1% 5% 3% 6%
Cleanliness Cleanliness of the bus stop 7% 10% 11% 7% 12% 5% 6% 1% 0% 10% 5% 5%
Cleanliness of this bus 1% 2% 2% 2% 3% 4% 2% 2% 0% 4% 1% 2%
Information Availability of arrival information for this bus 7% 7% 5% 10% 19% 6% 2% 9% 4% 10% 3% 4%
Availability of next stop information on this bus 9% 5% 6% 11% 23% 9% 5% 11% 4% 8% 4% 7%
Availability of information about service delays 15% 9% 10% 17% 29% 23% 23% 12% 7% 14% 9% 11%
Ease of finding info (routes, stops, timetables) 11% 9% 6% 15% 30% 10% 6% 10% 6% 11% 5% 6%
Customer Service Willingness of bus staff to help 4% 4% 2% 2% 5% 5% 3% 1% 1% 8% 1% 4%
Knowledge of bus staff 3% 4% 0% 4% 8% 4% 4% 1% 0% 6% 2% 4%
Presentation of bus staff 2% 2% 0% 1% 5% 2% 3% 1% 0% 4% 1% 2%
For more information about this publication please contact: Transport for NSW • PO Box K659 • Haymarket NSW 1240 • T 02 8202 2200 • E [email protected] TfN
SW M
140
2-2
CS
I 20
18
Customer Satisfaction Index May 2018Ferry% 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 98% 97% 96% 98% 97% 99% 97%
Timeliness This ferry turning up on time 96% 97% 96% 99% 97% 98% 98%
Frequency of this ferry service 90% 85% 88% 84% 86% 90% 93%
Journey time given the distance travelled 93% 94% 93% 98% 97% 97% 97%
Time to connect to other transport services 90% 93% 91% 94% 94% 96% 94%
Safety & Security Feeling safe at the ferry wharf 99% 98% 97% 99% 97% 99% 98%
Feeling safe while on this ferry 99% 99% 98% 99% 97% 99% 98%
This ferry being driven safely 99% 99% 97% 100% 97% 100% 98%
Ticketing Ease of purchasing my ticket 95% 93% 90% 95% 93% 93% 92%
Ease of using my Opal card 90% 91% 91% 92% 92% 91% 91%
Convenience Ease of getting to the ferry wharf 96% 95% 94% 98% 97% 96% 97%
Ease of connection with other modes of transport 95% 93% 91% 95% 96% 94% 96%
Accessibility Ease of accessing the ferry wharf 97% 97% 97% 97% 96% 97% 98%
Ease of getting on and off the ferry 98% 98% 98% 98% 98% 98% 98%
Usefulness of signs to help you find your way 94% 93% 93% 96% 93% 95% 96%
Comfort Comfort at the ferry wharf (shelter & seating) 91% 93% 95% 95% 96% 90% 95%
Seat availability on this ferry 97% 97% 97% 100% 98% 98% 97%
Seat comfort on this ferry 93% 96% 96% 95% 95% 97% 94%
Temperature on this ferry 94% 95% 96% 97% 95% 95% 95%
Personal space on this ferry 96% 95% 97% 99% 97% 97% 96%
Smoothness of this ferry trip 98% 98% 96% 100% 98% 99% 97%
Cleanliness Cleanliness of the ferry wharf 95% 91% 95% 97% 95% 97% 97%
Cleanliness of this ferry 95% 98% 96% 98% 96% 98% 97%
Information Availability of arrival information for this ferry 93% 88% 92% 94% 94% 95% 93%
Availability of next stop information on this ferry 94% 90% 93% 95% 96% 96% 94%
Availability of information about service delays 89% 84% 91% 91% 91% 90% 92%
Ease of finding info (routes, stops, timetables) 90% 89% 88% 93% 90% 91% 93%
Customer Service Willingness of ferry staff to help 91% 93% 94% 96% 95% 96% 95%
Knowledge of ferry staff 91% 93% 94% 95% 94% 95% 95%
Presentation of ferry staff 92% 96% 96% 96% 94% 96% 96%
For more information about this publication please contact: Transport for NSW • PO Box K659 • Haymarket NSW 1240 • T 02 8202 2200 • E [email protected] TfN
SW M
140
2-2
CS
I 20
18
Customer Satisfaction Index May 2018Ferry% Partly to very dissatisfied 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 1% 3% 2% 0% 2% 0% 1%
Timeliness This ferry turning up on time 3% 2% 3% 1% 2% 2% 0%
Frequency of this ferry service 4% 10% 8% 12% 12% 7% 4%
Journey time given the distance travelled 3% 3% 5% 1% 1% 1% 1%
Time to connect to other transport services 5% 1% 5% 2% 2% 2% 2%
Safety & Security Feeling safe at the ferry wharf 1% 0% 1% 0% 1% 0% 1%
Feeling safe while on this ferry 1% 0% 1% 0% 1% 0% 1%
This ferry being driven safely 1% 0% 1% 0% 1% 0% 1%
Ticketing Ease of purchasing my ticket 3% 6% 7% 2% 5% 5% 5%
Ease of using my Opal card 1% 3% 4% 1% 2% 1% 3%
Convenience Ease of getting to the ferry wharf 3% 2% 4% 1% 1% 4% 2%
Ease of connection with other modes of transport 4% 3% 5% 2% 2% 5% 2%
Accessibility Ease of accessing the ferry wharf 2% 2% 2% 1% 2% 1% 1%
Ease of getting on and off the ferry 2% 1% 1% 1% 1% 1% 1%
Usefulness of signs to help you find your way 2% 5% 4% 2% 3% 2% 2%
Comfort Comfort at the ferry wharf (shelter & seating) 5% 3% 4% 1% 3% 6% 3%
Seat availability on this ferry 2% 1% 1% 0% 1% 1% 2%
Seat comfort on this ferry 4% 2% 2% 3% 3% 2% 3%
Temperature on this ferry 3% 2% 2% 1% 2% 4% 3%
Personal space on this ferry 2% 3% 2% 0% 1% 2% 2%
Smoothness of this ferry trip 1% 1% 1% 0% 1% 0% 2%
Cleanliness Cleanliness of the ferry wharf 3% 6% 3% 1% 3% 2% 2%
Cleanliness of this ferry 3% 1% 2% 1% 2% 1% 2%
Information Availability of arrival information for this ferry 3% 8% 4% 3% 3% 3% 2%
Availability of next stop information on this ferry 2% 5% 4% 2% 2% 2% 2%
Availability of information about service delays 4% 8% 5% 3% 5% 5% 2%
Ease of finding info (routes, stops, timetables) 4% 6% 6% 2% 6% 5% 2%
Customer Service Willingness of ferry staff to help 2% 2% 2% 0% 1% 1% 1%
Knowledge of ferry staff 2% 3% 2% 1% 2% 1% 1%
Presentation of ferry staff 2% 1% 2% 1% 2% 0% 1%
For more information about this publication please contact: Transport for NSW • PO Box K659 • Haymarket NSW 1240 • T 02 8202 2200 • E [email protected] TfN
SW M
140
2-2
CS
I 20
18
Customer Satisfaction Index May 2018Taxi% 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% 89% 89% 89%
Timeliness Availability of taxi service 86% 89% 87% 90%
Taxi arrived on time 88% 91% 85% 90%
Journey time given the distance travelled 88% 94% 92% 95%
Traffic flow 73% 92% 86% 92%
Safety & Security Feeling safe while in the taxi 91% 97% 93% 95%
Feeling safe at the taxi rank 91% 89% 93% 84%
The taxi was driven safely 91% 95% 94% 95%
Security features provided in the taxi 86% 91% 89% 92%
Payment Ease of payment 91% 96% 92% 94%
Charged correct fare 89% 92% 91% 93%
Reasonableness of fare charged 78% 84% 81% 77%
Reasonablenessof yor payment method surcharge 74% 80% 78% 78%
Convenience Ease of booking the taxi 90% 95% 88% 93%
Ease of finding the taxi rank 92% 99% 93% 87%
Convenience of drop off at destination 91% 98% 93% 95%
Accessibility Ease of getting in and out of the taxi 93% 98% 94% 95%
Adequate space during the trip 93% 97% 95% 95%
Comfort Comfort at taxi rank (e.g. shelter & seating) 72% 70% 79% 73%
Comfort within the taxi 93% 98% 93% 94%
Temperature level in the taxi 90% 97% 93% 93%
Cleanliness Cleanliness of the taxi rank 87% 80% 87% 73%
Cleanliness of the taxi interior 90% 97% 93% 92%
Pleasant smell in the taxi 77% 90% 89% 88%
Information Information on where to find a taxi 66% 81% 70% 71%
Availability of information at taxi rank 64% 72% 71% 54%
Information on how to book a taxi 89% 92% 81% 92%
Information on my booking request 87% 92% 81% 85%
Information on fares including tolls 67% 77% 66% 75%
Information on location of available taxis 86% 39% 88% 80%
Customer Service Willingness of taxi driver to help 80% 86% 83% 84%
Knowledge of taxi driver to get you to your destination 86% 95% 89% 90%
Personal presentation of taxi driver 84% 94% 90% 90%
Ease of communicating with taxi driver 84% 92% 91% 89%
Staff on the phone responded to my needs 86% 94% 83% 90%
For more information about this publication please contact: Transport for NSW • PO Box K659 • Haymarket NSW 1240 • T 02 8202 2200 • E [email protected] TfN
SW M
140
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CS
I 20
18
Customer Satisfaction Index May 2018Taxi% Partly to very dissatisfied 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 6% 5% 5% 6%
Timeliness Availability of taxi service 6% 7% 7% 7%
Taxi arrived on time 6% 8% 9% 6%
Journey time given the distance travelled 6% 3% 2% 3%
Traffic flow 16% 6% 5% 2%
Safety & Security Feeling safe while in the taxi 3% 1% 3% 2%
Feeling safe at the taxi rank 2% 6% 2% 5%
The taxi was driven safely 4% 1% 2% 3%
Security features provided in the taxi 4% 1% 2% 1%
Payment Ease of payment 4% 1% 1% 2%
Charged correct fare 5% 5% 3% 3%
Reasonableness of fare charged 13% 12% 12% 14%
Reasonablenessof yor payment method surcharge 11% 5% 6% 7%
Convenience Ease of booking the taxi 4% 4% 2% 1%
Ease of finding the taxi rank 4% 0% 2% 5%
Convenience of drop off at destination 3% 0% 0% 1%
Accessibility Ease of getting in and out of the taxi 2% 1% 2% 2%
Adequate space during the trip 2% 1% 1% 1%
Comfort Comfort at taxi rank (e.g. shelter & seating) 12% 14% 5% 14%
Comfort within the taxi 3% 1% 3% 3%
Temperature level in the taxi 4% 1% 1% 3%
Cleanliness Cleanliness of the taxi rank 5% 14% 2% 10%
Cleanliness of the taxi interior 5% 1% 4% 3%
Pleasant smell in the taxi 9% 4% 5% 5%
Information Information on where to find a taxi 17% 5% 5% 12%
Availability of information at taxi rank 15% 16% 10% 30%
Information on how to book a taxi 2% 2% 1% 1%
Information on my booking request 3% 3% 5% 6%
Information on fares including tolls 15% 11% 14% 10%
Information on location of available taxis 4% 0% 6% 20%
Customer Service Willingness of taxi driver to help 8% 5% 5% 3%
Knowledge of taxi driver to get you to your destination 9% 2% 4% 4%
Personal presentation of taxi driver 6% 2% 2% 4%
Ease of communicating with taxi driver 8% 2% 4% 4%
Staff on the phone responded to my needs 6% 4% 6% 2%