Track Record - Public Transport Victoria

Track Record Quarterly services bulletin 9
Customer satisfaction
Satisfaction with the metropolitan public transport network (63.6) was significantly higher than both last
quarter (61.4) and the same quarter last year (61.9).
There was a significant increase in customer satisfaction with metropolitan trains during the quarter.
The operator scored 68.0, the highest train satisfaction result since April 2009.
The most notable improvements were a 3.2 point increase in satisfaction with ‘running of services’ and
a 3.6 point increase in satisfaction with ‘personal security’.
Improved service delivery during the quarter, along with the well-publicised rollout of Protective Service
Officers has driven the improvement in overall satisfaction with metropolitan trains.
Satisfaction with metropolitan trams (73.1) and metropolitan buses (75.4) were both slightly higher than
the previous quarter.
Satisfaction with V/Line trains increased from 74.6 last quarter to 76.7, and satisfaction with V/Line
coaches remained steady at 81.0.
Customer satisfaction ratings
Most results for customer satisfaction in the past two reports differ to those published in previous
Track Record bulletins. All results have now been transferred to the 0 – 10 scale which has been
used since April 2009. Results were previously reported in a six-point scale.
Metropolitan modes
September quarter 2012
Table 6 Metropolitan public transport modes overall satisfaction, September quarter 2010
to September quarter 2012
Jul – Sep
2010
Oct – Dec
2010
Jan – Mar
2011
Apr – Jun
2011
Jul – Sep
2011
Oct – Dec
2011
Jan – Mar
2012
Apr – Jun
2012
Jul – Sep
2012
Metropolitan overall* 59.5 60.7 60.9 59.0 61.9 62.7 63.0 61.4 63.6
* Note: these results are still presented in the six-point scale.
Figure 3 Metropolitan public transport modes overall satisfaction, September quarter 2010
to September quarter 2012
80
VERY
SATISFIED
75
70
65
SOMEWHAT
SATISFIED
60
55
50
Jul – Sep
2010
Oct – Dec
2010
Jan – Mar
2011
Apr – Jun
2011
Jul – Sep
2011
Oct – Dec
2011
Jan – Mar
2012
Apr – Jun
2012
Jul – Sep
2012
Significant change from previous quarter