ARTA Annual Report 2009 - Auckland Transport

FERRY tripS
Pine Harbour and West Harbour ferry trips increased in the past year by 20% and 24% respectively.
Reasons:
• Subsidies from ARTA enabled the operators of these routes to purchase new ferries and increase services
during weekdays.
• Bus services feeding into ferry timetables were also promoted.
Customer satisfaction
Customer satisfaction with public transport has risen from 71% in 2005 to 84% in 2009.
Reasons:
• Customer-driven. At every step of the journey by train, bus or ferry, we’ve focused on improving
customers’ experience. Longer opening hours of the MAXX Contact Centre, real time information, more
ticket retail outlets and customer awareness campaigns are just a few of the many customer-centric
changes we’ve implemented. (See page 35 for more details).
• The MAXX Contact Centre, run by the ARC, won three prizes at the ‘Contact Centre World’ Asia Pacific
finals in June 2009: second in the Best Contact Centre category, first in Contact Centre Recruitment
Campaigns and runner up for the Best Contact Centre Leader. The Contact Centre was the only finalist
from New Zealand.
More Aucklanders used ‘free’, special-event public transport to attend concerts and sports events.
• The sale of tickets to high-attendance sporting and cultural events at Eden Park, Mt Smart Stadium,
Vector Arena and North Harbour Stadium inclusive of transport by rail and/or bus is proving highly
successful. Integrated ticketing for the 2008 Bledisloe Cup at Eden Park got 36% more fans out of their
cars than in the previous year. The Super 14 series in May 2009 saw 13% of fans use public transport.
“Customer satisfaction with public transport has
risen from 71% in 2005 to 84% in 2009.”
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