Track Record 5, October to December 2000 - Public Transport Victoria

V/Line Passenger – coaches
For the first time since the March quarter 2000, V/Line Passenger coaches recorded an overall customer satisfaction index
below that of V/Line Passenger trains. While the overall satisfaction for V/Line coaches has declined over the past two
quarters, the changes have not been significant. Customer satisfaction with staff service was the highest ranked aspect of
service delivery for V/line Passenger coaches.
Figure 15. V/Line Passenger coaches customer satisfaction for the December quarter 2000
Service aspects ranked highest to lowest
OVERALL SATISFACTION
Staff service
Information services
Passenger comfort
Ticketing
Personal safety
Service delivery
Value for money
Stations/Stops
Customer Satisfaction Index
0 10 20 30 40 50 60 70 80 90 100
No Significant
movements
from Sept. qr
to Dec. qr
2000
Swanston Trams
There were no significant changes in customer satisfaction indexes for Swanston Trams from the September quarter to the
December quarter 2000. ‘Passenger comfort’, ‘Service delivery’ and ‘Value for money’ achieved the highest satisfaction
indexes for Swanston Trams during the December quarter 2000, while satisfaction with ‘Ticketing’ ranked lowest overall.
Figure 16. Swanston Trams customer satisfaction for December quarter 2000
Service aspects ranked highest to lowest
OVERALL SATISFACTION
Passenger comfort
Service delivery
Value for money
Stations/Stops
Passenger information
Staff service
Personal safety
Ticketing
Customer Satisfaction Index
0 10 20 30 40 50 60 70 80 90 100
No Significant
movements
from Sept. qr
to Dec. qr
2000
15