Hillsborough Transit Authority Voice of the Customer Wave 4 Jan. - - PowerPoint PPT Presentation

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Hillsborough Transit Authority Voice of the Customer Wave 4 Jan. - - PowerPoint PPT Presentation

Dec 20, 2023 165 likes •259 views

Hillsborough Transit Authority Voice of the Customer Wave 4 Jan. 2017 Customer Characteristics Age and Income In all 4 Waves, more than half of HART customers are between the ages of 18 39. Over 70% of HART customers in Waves 2,

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SLIDE 1

Hillsborough

Transit Authority Voice of the Customer

Wave 4 • Jan. 2017

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SLIDE 2

Purpose of HART Use

  • Over 65 percent of customers in Waves 2, 3 and 4 use HART buses most frequently for work.

2

Customer Characteristics

Transit Dependence

  • The percent of discretionary riders increased to an all time high of 33% in Wave 4.

Age and Income

  • In all 4 Waves, more than half of HART customers are between the ages of 18 – 39.
  • Over 70% of HART customers in Waves 2, 3 and 4 have annual incomes of less than $25,000.
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SLIDE 3

Net Promoter Score

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NPS poses the ultimate question: How likely are you to recommend HART service to friends and family?

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SLIDE 4

Net Promoter Score

The Metric

  • Assesses loyalty and word of mouth favorability among customers
  • Introduced in the Harvard Business Review
  • Allows for performance comparisons between organizations across different

business sectors

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How it Works

  • “All things considered, how

likely would you be to recommend riding a HART bus to a friend or neighbor?”

9-10: Promoters 7-8: Passives 0-6: Detractors

  • NPS = Promoters - Detractors

Sample NPS Scores

Entity NPS Apple Inc. 70% Airlines 23% Car Rental Agencies 18% Internet Service Providers 5%

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SLIDE 5

Net Promoter Score

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  • The Net Promoter Score has increased consistently each Wave, with Wave 4 increasing by 128% over

Wave 1!

21% 31% 35% 48%

0% 10% 20% 30% 40% 50% 60%

Wave 1 Wave 2 Wave 3 Wave 4

HART NPS by Survey Wave

Industry Avg

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SLIDE 6

Overall Satisfaction

  • The percent of customers who are very satisfied with HART’s service overall has continuously

increased each Wave, reaching nearly 50% in Wave 4.

  • Over 95% of customers in all Waves feel that service quality has improved or stayed the same over

the past year. 6

Customer Service

  • The percent of customers who agree that HART is focused on customer service continued to

increase in Wave 4.

Availability

  • Nearly 90% of customers in Wave 4 agree that the location of HART bus routes are convenient.
  • Customer satisfaction with the frequency of HART’s service increased by 16% from Wave 3 to Wave 4.

Why did the NPS Increase?

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SLIDE 7

Top 10 Customer Importance Factors

  • Fare price and buses arriving on time remain in the top 3 most important service factors for

customers. 7

2 1 3 9 8 5 4 10 6 7 12 11 13 1 3 7 10 5 2 8 6 9 4 11 13 12 1 3 4 7 2 5 6 8 9 12 11 10 13 1 2 3 4 5 6 7 8 9 10 11 12 13 1 2 3 4 5 6 7 8 9 10 11 12 13 Wave 1 Wave 2 Wave 3 Wave 4

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SLIDE 8

8

On-Time Performance

  • As On-Time Performance improves, create an onboard campaign for customers to recognize positive On-

Time Performance.

Call Center

  • Continue to monitor Call Center performance at the department and individual level.

Driver Customer Service

  • Consider conducting additional customer service training for bus operators.

Quarterly Monitoring and Results Management

  • Survey customers on a quarterly basis.
  • Compile CSI scorecard results on a quarterly basis.
  • Conduct performance, outlier, and trend analyses based on quarterly CSI results.

Recommendations

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SLIDE 9

Hillsborough

Transit Authority Voice of the Customer

Wave 4 • Jan. 2017