ARTA Annual Report 2009 - Auckland Transport

how customers give
feedback on their journey
satisfaction, e.g. branded
customer research, and
participate in consultation on
new projects and changes
how customers plan
their journey(s), e.g. via
a branded website or a
branded timetable
what the customer’s
experience is like, e.g.
branded information
about where to
disembark
Feedback
Plan
how customers start
their journey, e.g. drive
to station, park and
ride, bus/train,
walk, cycle
Disembark
Get
AUCKLAND
what the
customer’s connection
experience is like,
e.g. simplicity of
changing modes
Connect
PUBLIC
TRANSPORT
Buy
how customers
purchase their
ticket(s) and
how the ticket
looks – branded
value
Travel
Wait
what the customer’s
travel experience is like,
e.g. cleanliness of branded
vehicle, quality of
ride, reliability, frequency
Board
what the customer’s
boarding experience is like,
e.g. branded information
about how to board
what the
customer’s wait
experience is like, e.g.
branded directional and
timetable information
at station, safety and
shelter from weather
at station
“This year, 84% of customers rated the
public transport network as good, very
good or excellent.”
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