Getting on with the job - Another tick of approval from public transport customers

Minister for Transport Gladys Berejiklian today announced that customers have experienced improved levels of service over the last year on…

Minister for Transport Gladys Berejiklian today announced that customers have experienced improved levels of service over the last year on trains, buses and ferries, according to the latest annual Customer Satisfaction Index.
Ms Berejiklian said the Customer Satisfaction Index 2014 published today includes responses from more than 34,000 customers surveyed independently, and will help drive improvements and keep transport operators accountable.
“Since we came to office in 2011 the NSW Government has made customer service a key priority, and today’s results show we continue to make important improvements that are being noticed by our best critics; our regular customers,” Ms Berejiklian said.
“There are now more than 9,500 extra weekly train, bus and ferry services and we have worked hard to ensure these are cleaner, more frequent, safer and more punctual, and the level of service from our staff continues to improve.
“Opal electronic ticketing has also modernised public transport in this state, and our customers love using their apps to track their trains and buses in real-time.”

 Customer satisfaction
(Mid 2013)
Customer satisfaction
(Mid 2014)
Light Rail94%89%

The Customer Satisfaction Index surveys customers on public transport issues including timeliness, safety and security, ticketing, comfort, accessibility, cleanliness and customer service and is measured twice a year, and published annually.
“We know we still have plenty of work to do, but overall people using public transport are telling us they are seeing improvements,” Ms Berejiklian said.
“We will use this feedback to ensure we see even better results again next year.”

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“Sydney Ferries were the highest performing mode of public transport, with customers extremely satisfied with their ferry service,” Ms Berejiklian said.
“NSW Labor launched a scare campaign to support their union mates when the NSW Liberal and Nationals Government franchised Sydney Ferries, but we are now seeing customers are enjoying a fantastic service, on the best harbour in the world.”
Ms Berejiklian said it was also pleasing to see train customers are more satisfied than a year ago particularly with the introduction of more than 1,000 extra weekly services as part of the October 2013 timetable.
“Three years ago when Labor left office, the trains were in a complete mess. But customers are now telling us they are seeing more regular services, improved cleanliness of their trains, better security, and improved customer information.
“Bus customers are also telling us they are more satisfied with the frequency and the timeliness of their services, and the hundreds of brand new buses being delivered.”
Light rail customers showed a small decrease in satisfaction over the 12 months, but the level was still very high at 89 per cent, Ms Berejiklian said.
“The NSW Government opened the Inner West Light Rail Extension project in March this year, and it is no secret that the light rail service has proven to be very popular.
“Customers were no doubt frustrated when they were required to catch replacement buses due to issues with the track, and construction work before the extension opened.
“We recently rolled out six new world-class light rail vehicles in July, and as a result, light rail customers are now enjoying a much improved service. I look forward to seeing the positive impact these new vehicles will have for customers.”
Ms Berejiklian said the safety of customers on public transport, more parking at stations, and cleaner services would also continue to be a focus.
“Customers travelling around the network should feel safer than ever before, thanks to the introduction of the Police Transport Command (PTC) on public transport. Since May 2012, PTC officers have made almost 5,900 arrests, laid 11,000 charges and issued 111,600 infringements and conducted hundreds of operations,” she said.
“Our customers are also telling us they want more parking at interchanges and stations, and we are delivering these at a rapid pace, with more than 1,200 extra car spaces delivered across the network since 2011, and more than 2,600 on the way.
“This includes handing back 1,200 staff parking spaces to customers, and on top of this there are also another 4,000 new car parking spaces being built for the North West Rail Link, and 1,250 new car parking spaces for the South West Rail Link project.
“Customers are now travelling on cleaner trains after a security crackdown to target graffiti and vandalism hot spots, and faster removal of graffiti from train carriages.
“There’s still a lot of work to do to bring our public transport system to a world class standard, but there is no doubt we are getting on with the job of delivering for our customers.”