Transwa Country Services Passenger Satisfaction Monitor 2018 28 th - - PowerPoint PPT Presentation
Transwa Country Services Passenger Satisfaction Monitor 2018 28 th June 2018 Client Contact: Timothy Woolerson, General Manager Charlotte Hayes, Information and Event Services Manager Prepared by: Alexandra Nolden Senior Account Executive
28th June 2018
Client Contact: Timothy Woolerson, General Manager Charlotte Hayes, Information and Event Services Manager Prepared by: Alexandra Nolden – Senior Account Executive Marissa Barbaro – Senior Account Manager Chris Batini – Principal
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To provide an overall performance indicator of customer satisfaction with Country Passenger Services as well as specific performance indicators for selected service characteristics To highlight any patron issues or concerns that warrant further examination to assist the PTA in identifying appropriate corrective action and resource allocation priority To provide an indication of program and policy effectiveness where these are designed to impact on a particular service characteristic To enable a comparative performance indicator for the different country services as well as a broad comparison to mainstream metropolitan services to identify the key factors that define excellence in public transport service delivery To enable a comparison of results to previous PSM monitors to provide a time series analysis of performance
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This year, we collected a total of n=1,178 interviews over 3 weeks between Monday 30th April and Friday 18th May with details on approach and sampling shown below.
▼ In 2018, interviews with patrons were
collected as follows:
▼ Australind:
324 interviews
▼ AvonLink:
45 interviews
▼ Prospector:
542 interviews
▼ MerredinLink:
57 interviews
▼ Coach:
210 interviews
▼ Total:
1,178 interviews
▼ All patrons 16 years + are eligible to
participate.
▼ Respondents intercepted on-board the
services and given a tablet to complete the survey and return to the experienced PSM interviewer, who is available to assist where required.
▼ No restrictions are placed on respondent
eligibility.
▼ This is the 16th year this study has been
conducted and presented in this way.
Approach Sampling
The specific informational objectives cover a broad range of areas.
Global Satisfaction Measures Current Trip Ticketing & Timetabling
Overall Satisfaction & Net Promoter Score Cost of Fares 10-14 specific attributes 38 attributes for the Prospector Ticketing & Reservation Services Timetabling & Departure / Return Time Preferences
Communications
Communications & Marketing Preferences
p.9 p.9 p.25 25 p.31 31 p.74 p.97 p.107 07
8
9
10
85 88 87 88 89 88 92 90 90 90 92 90 93 91 91 92 4 3 3 3 2 2 1 2 2 1 2 2 2 2 3 2
2003 (n=912) 2004 (n=776) 2005 (n=1170) 2006 (n=874) 2007 (n=936) 2008 (n=970) 2009 (n=857) 2010 (n=893) 2011 (n=976) 2012 (n=1167) 2013 (n=1280) 2014 (n=1244) 2015 (n=1502) 2016 (n=1227) 2017 (n=1269) 2018 (n=1178)
Satisfied Dissatisfied
How satisfied are you with the train / coach overall...?
5 POINT SATISFACTION SCALE Very Satisfied Satisfied Neither Satisfied nor Dissatisfied Dissatisfied Very Dissatisfied
% of respondents
13
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Australind - Satisfied Australind - Dissatisfied AvonLink - Satisfied AvonLink - Dissatisfied Coach - Satisfied Coach - Dissatisfied MerredinLink - Satisfied MerredinLink - Dissatisfied Prospector - Satisfied Prospector - Dissatisfied
Range 0%-2% Range 91%-98%
Results for AvonLink separated from 2011 to show AvonLink and MerredinLink separately.
How satisfied are you with the train / coach overall...?
% of respondents
Very Satisfied Satisfied Dissatisfied Very Dissatisfied
How satisfied are you with the train / coach overall...?
44 44 49 41 37 47 49 53 47 52 55 44 1 2 1 1 1 1 1 1
2018 AvonLink MerredinLink Australind Coach Prospector
93 98 96 93 92 91
% of respondents
New vs. Old Prospector
Very Satisfied Satisfied Dissatisfied Very Dissatisfied
Significant Difference to Previous Wave BLUE
49 55 50 43 41 50 54 49 48 43 46 50 54 52 48 47 29 28 42 39 44 36 42 47 46 43 47 37 38 35 39 44 6 4 1 1 3 1 1 1 1 1 1 3 1 1 1 1 1 1 1 1 1 1
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
78 83 92 82 85 86 96 96 94 86 93 87 92 87 87 91
% of respondents
17
11 7 10 9 9 12 27 22 21 23 23 32 62 71 70 68 68 55
2018 AvonLink Coach Services Australind MerredinLink Prospector
All Transwa Services 2018
+51 +64 +60 +59 +59 +43
(0-6) Detractors (9-10) Promoters (7-8) Passives
NPS
All Transwa Services Over time
AUSTRALIND OVERALL AVONLINK MERREDIN LINK PROSPECTOR COACH SERVICES
47 50 51 51 51
'14 '15 '16 '17 '18
55 51 57 56 59
'14 '15 '16 '17 '18
65 66 63 65 64
'14 '15 '16 '17 '18
40 57 62 69 60
'14 '15 '16 '17 '18
64 24 93 45 59
'14 '15 '16 '17 '18
40 44 36 41 43
'14 '15 '16 '17 '18
20
30 23 19 14 11 10 10 8 6 6 5 5
Easy/convenient/better… Comfortable/ambience General positive… Good service/organised Affordable/Concession… Reliable/punctual Relaxing/quiet/Stress… Food available/good… Seats - comfortable/leg… Clean Gets you from A to… Booking/check…
12 11 9 9 8 7 7 30 20 17 13 10 3
How likely would you be to recommend Transwa Australind services?
PROMOTERS (n=219)
Why would you recommend Transwa Australind so strongly?
PASSIVES (n=75)
What would Transwa have to do to get you to rate them a 9 or 10?
DETRACTORS (n=30)
What is preventing you from recommending Transwa Australind more strongly?
PROMOTIONAL STRATEGY
What we say about our service
GROWTH AND BUSINESS IMPROVEMENT STRATEGY
Where we invest in improving our service
BUSINESS RETENTION STRATEGY
Key barriers to address / manage
Not as convenient / extend areas (Connections/flexibility/frequency etc.) Don't know / No reason / haven't been on it long enough Fares – Cost / concessions etc. Positive comment Have eftpos available Late / breakdowns Wifi / charging facilities / power points Easy / convenient / better than driving / easy to access Comfortable / ambience General positive comment Good service / organised Affordable / Concessions / Cost effective / Cheaper than flying Reliable / punctual Relaxing / quiet / Stress free / Not as tiring Food available / good food / coffee Seats – comfortable / leg room good Clean Gets you from A to B / Useful service Booking / check in / platform services good Not as convenient (Connections / flexibility / timing / frequency etc.) Slow / Quicker by other methods/it's a long way / too many stops Positive comment Late / breakdowns / too early Don't know / No reason / haven't been on it long enough Food-beverages – Healthier / more variety / vegetarian
31 31 19 19 16 12 12 12 9 9 9 40 40 20 20 10 10 33 33
How likely would you be to recommend Transwa AvonLink services?
PROMOTERS (n=32)
Why would you recommend Transwa AvonLink so strongly?
PASSIVES (n=10)
What would Transwa have to do to get you to rate them a 9 or 10?
DETRACTORS (n=3)
What is preventing you from recommending Transwa AvonLink more strongly?
PROMOTIONAL STRATEGY
What we say about our service
GROWTH AND BUSINESS IMPROVEMENT STRATEGY
Where we invest in improving our service
BUSINESS RETENTION STRATEGY
Key barriers to address / manage
How likely would you be to recommend Transwa AvonLink services? Positive re staff-driver (good / friendly / helpful / informative etc.) Easy / convenient / better than driving / easy to access-use Affordable / Concessions / Cost effective / Cheaper than flying Relaxing / quiet / Stress free / Not as tiring Nice scenery / enjoy the view Comfortable / ambience Timetable / connection / frequency good / direct etc) General positive comment (Pleasant / enjoy trip / good journey Reliable / punctual Good service / organised Gets you from A to B / Useful service/ Good if you have no car-rural towns Food – Healthier / more variety / vegetarian Not as convenient / extend areas (Connections / flexibility / frequency etc.) Fares – Cost / concessions etc Late / breakdowns Other facilities – better / more Wifi / charging facilities / power points Not as convenient (Connections / flexibility / timing / frequency etc.) Need Wifi / Charging facilities / Power points (should be free / not working)
28 18 17 16 16 14 13 12 11 11 7 7 5 22 15 14 14 11 7 7 6 4 4 4 15 14 12 11 9 8 8 8 6 5
How likely would you be to recommend Transwa Prospector services?
PROMOTERS (n=300)
Why would you recommend Transwa Prospector so strongly?
PASSIVES (n=176)
What would Transwa have to do to get you to rate them a 9 or 10?
DETRACTORS (n=66)
What is preventing you from recommending Transwa Prospector more strongly?
PROMOTIONAL STRATEGY
What we say about our service
GROWTH AND BUSINESS IMPROVEMENT STRATEGY
Where we invest in improving our service
BUSINESS RETENTION STRATEGY
Key barriers to address / manage
Comfortable / ambience Easy / convenient / better than driving / easy to access-use Entertainment good (music / TVs etc.) Affordable / Concessions / Cost effective / Cheaper than flying Relaxing / quiet / Not as tiring Good service / organised General positive comment Food available / good food Clean Seats – comfortable / leg room good Nice scenery / enjoy the view Reliable / punctual Spacious / Able to move around / Not crowded Entertainment - change more often / doesn't work / need better Late / breakdowns Seating – Uncomfortable / need leg room / hard / pillows available Food – Healthier / more variety / vegetarian etc. Positive comment Have EFTPOS available Wifi / charging facilities / power points Slow / Quicker by other methods / it's a long way Other facilities – better / more Airconditioning - too cold / no control of Fares – Cost / concessions etc. Seating – Uncomfortable / need leg room / hard / supply pillows Customer service Late / breakdowns / too early Positive comment Entertainment - change more often / doesn't work / need better / too loud Food-beverages – Healthier / more variety / vegetarian Slow / Quicker by other methods / it's a long way / too many stops Don't know / No reason / haven't been on it long enough Have eftpos available / ATM No need for it / They wouldn't use it
20 18 8 8 7 7 5 3 3 16 14 7 5 20 10 5
How likely would you be to recommend Transwa Coach services?
PROMOTERS (n=146)
Why would you recommend Transwa Coach Services so strongly?
PASSIVES (n=44)
What would Transwa have to do to get you to rate them a 9 or 10?
DETRACTORS (n=20)
What is preventing you from recommending Transwa Coach Services more strongly?
PROMOTIONAL STRATEGY
What we say about our service
GROWTH AND BUSINESS IMPROVEMENT STRATEGY
Where we invest in improving our service
BUSINESS RETENTION STRATEGY
Key barriers to address / manage
Reliable / punctual Easy / convenient / better than driving / easy to access-use Good service / organised Clean Gets you from A to B / Useful service / Good if you have no car-rural towns Efficient / effective Booking / check in / platform services good Entertainment good (music / TVs etc) Other good facilities-services provided Positive comment Entertainment - change more often / doesn't work / need better Better stops-comfort stops (better facilities at etc.) Fares – Cost / concessions etc. Positive comment Customer service Don't know / No reason / haven't been on it long enough
25
26
67 69 69 70 71 71 74 69 73 72 72 68 75 73 75 75 6 5 7 5 6 4 6 8 7 8 8 8 5 8 7 7
2003 (n=912) 2004 (n=776) 2005 (n=1170) 2006 (n=874) 2007 (n=936) 2008 (n=970) 2009 (n=857) 2010 (n=893) 2011 (n=976) 2012 (n=1167) 2013 (n=1260) 2014 (n=1244) 2015 (n=1502) 2016 (n=1227) 2017 (n=1269) 2018 (n=1178)
Excellent/Good Value Quite/Very expensive
How would you describe the cost of fares...?
% of respondents
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Australind - Excellent/Good Value Australind - Quite/Very Expensive AvonLink - Excellent/Good Value AvonLink - Quite/Very Expensive MerredinLink - Excellent/Good Value MerredinLink - Quite/Very Expensive Prospector - Excellent/Good Value Prospector - Quite/Very Expensive Coach - Excellent/Good Value Coach - Quite/Very Expensive
Range 3%-11% Range 69%-88%
How would you describe the cost of fares...?
Results for AvonLink separated in 2010 to show AvonLink and MerredinLink separately
% of respondents
How would you describe the cost of fares...?
45 56 40 41 49 36 30 32 40 37 22 33 6 2 2 6 7 11 1 2 1 1 1
2018 MerredinLink Coach Australind Prospector AvonLink
75 88 80 78 71 69 Excellent Value Good Value Quite Expensive Very Expensive
% of respondents
32
33
Australind Patrons 2018
Very Satisfied Satisfied Dissatisfied Very Dissatisfied 36 48 42 61 62 46 57 55 58 60 48 53 30 28 42 30 28 24 1 1 4 2 2 2 3 4 1 1 1 1 2 1
Onboard staff manners Cleanliness Station staff manners Comfort level Appearance of terminating station Punctuality Appearance of boarding station Time taken Facilities & Quality
96 96 95 91 90 88 87 83 82
% of respondents
CLEANLINESS ON BOARD ON-BOARD STAFF MANNER PUNCTUALITY STATION STAFF MANNER BOARDING STATION APPEARANCE COMFORT LEVEL LENGTH OF TIME TO COMPLETE THE TRIP TERMINATING STATION APPEARANCE FACILITIES AND QUALITY OF FOOD ON BOARD
96 97 97 97 100 95 95 95 96 96 96 1 1 1 1 1 1 1 1 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 91 93 92 91 90 94 91 94 96 97 95 1 2 2 1 1 2 1 1 1 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 90 93 95 97 95 95 96 93 95 87 88 2 3 1 1 2 3 6 3 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 94 96 97 97 97 96 95 96 97 97 96 2 1 1 1 1 1 1 1 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 83 90 90 86 91 90 90 91 85 87 87 6 2 2 6 2 4 4 2 3 3 3 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 81 82 84 81 85 87 84 86 88 86 90 3 3 3 2 4 4 6 3 2 1 2 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 83 82 83 86 80 85 83 84 86 83 83 4 4 3 3 5 7 8 6 5 5 5 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 88 88 90 89 89 84 84 86 87 87 91 2 3 2 3 2 5 4 5 5 3 5 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 58 72 70 69 70 80 75 79 84 83 82 7 6 4 3 4 5 5 5 5 6 5 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18
Significant Difference to Previous Wave BLUE RED
37
38
AvonLink Patrons 2018
Very Satisfied Satisfied Dissatisfied Very Dissatisfied 47 64 36 31 42 67 62 40 53 36 61 64 53 27 27 49 2 7 7 9
Comfort level Time taken Cleanliness Onboard staff manners Station staff manners Appearance of boarding station Appearance of terminating station Punctuality
100 100 97 95 95 94 89 89
% of respondents
CLEANLINESS ON BOARD ON-BOARD STAFF MANNER PUNCTUALITY STATION STAFF MANNER BOARDING STATION APPEARANCE COMFORT LEVEL LENGTH OF TIME TO COMPLETE THE TRIP TERMINATING STATION APPEARANCE
93 94 91 94 93 93 95 97 96 95 97 2 2 3 1 4 3 2 1 1 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 80 94 88 88 92 88 94 95 93 94 95 2 2 1 2 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 86 92 79 95 89 95 93 98 94 84 89 7 2 5 1 4 2 3 4 10 9 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 95 98 93 94 97 85 96 96 95 92 95 5 2 1 1 2 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 80 78 70 77 77 75 87 90 83 84 94 6 11 11 5 11 7 1 2 4 4 7 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 75 72 66 70 75 73 75 84 82 88 89 9 9 6 5 5 3 11 2 3 3 7 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 80 85 73 67 79 73 86 91 88 87 100 8 5 8 8 9 9 5 1 6 7 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 86 89 82 89 92 83 93 98 94 95 100 5 5 6 1 2 11 1 1 3 3 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18
42
43
MerredinLink Patrons 2018
Very Satisfied Satisfied Dissatisfied Very Dissatisfied 54 60 65 50 56 54 61 47 46 39 30 45 37 35 28 35 2 2 4 2 4
Cleanliness Onboard staff manners Appearance of boarding station Station staff manners Comfort level Appearance of terminating station Time taken Punctuality
100 99 95 95 93 89 89 82
% of respondents
CLEANLINESS ON BOARD ON-BOARD STAFF MANNER PUNCTUALITY STATION STAFF MANNER BOARDING STATION APPEARANCE COMFORT LEVEL LENGTH OF TIME TO COMPLETE THE TRIP TERMINATING STATION APPEARANCE
93 97 95 100 100 100 100 100 2 3 '11 '12 '13 '14 '15 '16 '17 '18 87 90 91 100 100 100 90 95 3 1 7 '11 '12 '13 '14 '15 '16 '17 '18 93 92 97 97 88 100 80 82 2 3 3 6 10 6 '11 '12 '13 '14 '15 '16 '17 '18 93 92 92 100 94 100 95 99 1 1 5 '11 '12 '13 '14 '15 '16 '17 '18 82 92 86 89 83 100 100 95 6 2 9 6 6 2 '11 '12 '13 '14 '15 '16 '17 '18 77 80 78 89 71 100 100 89 4 3 11 14 4 '11 '12 '13 '14 '15 '16 '17 '18 72 89 87 92 88 100 90 89 7 2 7 6 '11 '12 '13 '14 '15 '16 '17 '18 84 91 82 92 94 100 100 93 4 1 11 6 2 '11 '12 '13 '14 '15 '16 '17 '18
47
48
Prospector Patrons 2018: Appearance Attributes
Very Satisfied Satisfied Dissatisfied Very Dissatisfied 65 63 63 61 66 62 61 59 29 31 29 28 22 24 24 23 1 1 1 4 2 1 2 1 1
Cleanliness of the floor Cleanliness of seats Cleanliness of surface areas Cleanliness of windows External cleanliness Internal décor and styling Cleanliness of the toilets External styling
94 94 92 89 88 86 85 82
% of respondents
Prospector Patrons – Appearance Attributes CLEANLINESS OF THE FLOOR CLEANLINESS OF SURFACE AREAS CLEANLINESS OF THE SEATS CLEANLINESS OF THE WINDOWS INTERNAL DECOR AND STYLING EXTERNAL CLEANLINESS OF THE TRAIN EXTERNAL STYLING OF THE TRAIN CLEANLINESS OF THE TOILETS
93 93 90 96 93 97 94 96 94 1 2 5 1 1 1 1 '10 '11 '12 '13 '14 '15 '16 '17 '18 91 91 90 93 91 92 88 90 89 2 2 4 1 2 2 2 2 4 '10 '11 '12 '13 '14 '15 '16 '17 '18 92 94 91 97 92 95 93 93 94 3 2 5 1 1 1 2 2 '10 '11 '12 '13 '14 '15 '16 '17 '18 90 88 86 91 87 92 87 88 86 2 3 5 1 2 1 2 2 1 '10 '11 '12 '13 '14 '15 '16 '17 '18 79 78 72 89 85 87 85 85 85 3 3 5 1 3 3 3 5 2 '10 '11 '12 '13 '14 '15 '16 '17 '18 86 85 87 90 85 87 81 84 82 2 3 4 1 2 2 1 1 '10 '11 '12 '13 '14 '15 '16 '17 '18 90 93 88 93 90 92 88 91 88 2 2 4 1 1 1 2 '10 '11 '12 '13 '14 '15 '16 '17 '18 92 93 91 97 93 95 93 94 92 2 4 5 1 1 1 1 1 '10 '11 '12 '13 '14 '15 '16 '17 '18
51
Prospector Patrons 2018: Performance Attributes
Very Satisfied Satisfied Dissatisfied Very Dissatisfied 59 49 56 53 26 31 20 21 3 8 6 9 1 3 1 2
Smoothness of the train On time departure and arrival Reliability / Unscheduled stops Speed of the trip
85 80 76 74
% of respondents
Prospector Patrons – Performance Attributes
SMOOTHNESS OF THE TRAIN SPEED OF THE TRIP ON TIME DEPARTURE AND ARRIVAL RELIABILITY / UNSCHEDULED STOPS
84 79 82 86 78 84 86 85 85 5 9 7 5 5 6 3 4 4 '10 '11 '12 '13 '14 '15 '16 '17 '18 76 80 68 88 80 79 72 68 76 5 6 8 3 3 5 8 8 7 '10 '11 '12 '13 '14 '15 '16 '17 '18 82 85 69 89 83 85 81 73 80 8 5 12 4 4 7 8 13 11 '10 '11 '12 '13 '14 '15 '16 '17 '18 83 77 75 80 75 80 70 71 74 6 11 8 10 7 9 11 16 11 '10 '11 '12 '13 '14 '15 '16 '17 '18
54
Prospector Patrons 2018: Interface Attributes (page 1)
Very Satisfied Satisfied Dissatisfied Very Dissatisfied 62 62 62 47 65 61 56 31 28 28 42 24 22 22 1 3 1 4 3 5 8 1 1 1 1 3
Ease of using the doors Luggage storage facilities Ramps and handrails to assist boarding / departing Amount of leg room Seat upholstery Reclining angle of seats Comfort of seats / armrests
93 90 90 89 89 83 78
% of respondents
Prospector Patrons – Interface Attributes (page 1)
SEAT UPHOLSTERY AMOUNT OF LEG ROOM EASE OF USING THE DOORS RAMPS AND HANDRAILS TO ASSIST LUGGAGE STORAGE FACILITIES RECLINING ANGLE OF SEATS COMFORT OF SEATS / ARMRESTS
92 87 88 83 80 86 83 87 89 1 4 3 2 4 3 5 3 4 '10 '11 '12 '13 '14 '15 '16 '17 '18 89 86 86 95 90 93 88 88 90 1 12 2 1 1 2 1 2 1 '10 '11 '12 '13 '14 '15 '16 '17 '18 90 85 86 94 90 95 93 94 93 1 4 3 1 1 1 1 '10 '11 '12 '13 '14 '15 '16 '17 '18 90 87 87 89 89 90 90 89 89 3 4 5 6 5 5 4 5 5 '10 '11 '12 '13 '14 '15 '16 '17 '18 89 86 86 91 88 92 84 89 90 3 3 2 3 2 3 3 4 '10 '11 '12 '13 '14 '15 '16 '17 '18 88 83 84 75 72 77 74 75 78 4 7 7 14 13 13 13 12 11 '10 '11 '12 '13 '14 '15 '16 '17 '18 89 79 82 82 77 84 84 80 83 2 5 7 7 6 4 4 9 6 '10 '11 '12 '13 '14 '15 '16 '17 '18
Prospector Patrons 2018: Interface Attributes (page 2)
Very Satisfied Satisfied Dissatisfied Very Dissatisfied 63 64 58 48 57 56 53 26 22 24 31 21 20 21 4 2 6 6 9 8 10 1 1 1 1 1 2 4
Operation & Stability of tables Toilet facilities Entertainment system controls, headphones & buttons Access to power for MP3 players etc. Entertainment system performance Entertainment system audio content Entertainment system movie content
89 86 82 79 78 76 74
% of respondents
Prospector Patrons – Interface Attributes (page 2) TOILET FACILITIES OPERATION AND STABILITY OF TABLES ENTERTAINMENT SYSTEM CONTROLS, HEADPHONES AND BUTTONS ENTERTAINMENT SYSTEM PERFORMANCE ENTERTAINMENT SYSTEM AUDIO CONTENT ACCESS TO POWER FOR MP3 PLAYERS, ETC. ENTERTAINMENT SYSTEM MOVIE CONTENT
83 80 80 92 86 89 87 86 86 1 3 4 1 2 3 3 4 3 '10 '11 '12 '13 '14 '15 '16 '17 '18 76 63 55 81 72 81 71 73 78 8 15 16 9 13 8 13 14 10 '10 '11 '12 '13 '14 '15 '16 '17 '18 74 72 61 87 78 87 82 81 82 9 8 11 3 9 5 7 8 7 '10 '11 '12 '13 '14 '15 '16 '17 '18 79 77 77 90 84 91 85 86 89 4 8 9 3 5 4 5 5 5 '10 '11 '12 '13 '14 '15 '16 '17 '18 72 61 52 80 73 80 71 70 76 6 9 10 7 9 8 12 16 10 '10 '11 '12 '13 '14 '15 '16 '17 '18 63 52 50 77 70 74 64 61 74 10 15 13 12 11 13 20 23 14 '10 '11 '12 '13 '14 '15 '16 '17 '18 69 71 70 91 86 86 83 80 79 2 1 5 3 3 5 5 7 7 '10 '11 '12 '13 '14 '15 '16 '17 '18
59
Prospector Patrons 2018: Environment Attributes
Very Satisfied Satisfied Dissatisfied Very Dissatisfied 65 62 59 26 23 24 1 5 3 1 1
Level of lighting within the train Comfort level of the air-conditioning Amount of noise generated by the train
91 85 83
% of respondents
Prospector Patrons – Environment Attributes LEVEL OF LIGHTING WITHIN THE TRAIN COMFORT LEVEL OF THE AIR CONDITIONING AMOUNT OF NOISE GENERATED BY THE TRAIN
93 90 88 93 91 95 91 90 91 2 4 2 1 1 2 4 1 '10 '11 '12 '13 '14 '15 '16 '17 '18 86 83 85 86 83 87 83 84 83 3 4 4 2 3 3 3 4 4 '10 '11 '12 '13 '14 '15 '16 '17 '18 86 79 82 87 83 78 75 77 85 5 8 9 5 6 12 14 15 6 '10 '11 '12 '13 '14 '15 '16 '17 '18
62
Prospector Patrons 2018: Safety Attributes
Very Satisfied Satisfied Dissatisfied Very Dissatisfied 65 63 60 56 25 25 21 19 1 3 4 5 1 1 1 2
Clarity and volume of the internal passenger announcement system Visibility of and access to the evacuation exits Visibility of emergency signage Visibility of and access to the staff call buttons
90 88 81 75
% of respondents
Prospector Patrons – Safety Attributes CLARITY AND VOLUME OF THE INTERNAL PASSENGER ANNOUNCEMENT SYSTEM VISIBILITY OF EMERGENCY SIGNAGE VISIBILITY OF AND ACCESS TO THE EVACUATION EXITS VISIBILITY OF AND ACCESS TO THE STAFF CALL BUTTONS
89 84 87 94 85 93 89 91 90 1 4 5 1 3 1 3 2 2 '10 '11 '12 '13 '14 '15 '16 '17 '18 72 75 76 83 76 73 67 72 75 8 5 4 5 5 10 11 11 7 '10 '11 '12 '13 '14 '15 '16 '17 '18 81 81 83 88 84 88 87 87 88 4 3 2 3 1 2 2 2 4 '10 '11 '12 '13 '14 '15 '16 '17 '18 82 80 81 88 84 87 81 82 81 4 3 2 3 1 4 4 5 5 '10 '11 '12 '13 '14 '15 '16 '17 '18
65
Prospector Patrons 2018: Other Attributes
Very Satisfied Satisfied Dissatisfied Very Dissatisfied 52 50 62 66 53 39 40 26 21 16 2 3 1 2 10 1 1 1 1 2
Station staff manner towards passengers Onboard staff manner towards passengers Appearance of boarding station / stop Appearance of terminating station / stop Facilities and quality of food on board
91 90 88 87 69
% of respondents
Prospector Patrons – Other Attributes STATION STAFF MANNER TOWARDS PASSENGERS
89 87 88 94 84 89 90 89 91 3 4 3 1 4 3 4 3 3 '10 '11 '12 '13 '14 '15 '16 '17 '18
APPEARANCE OF TERMINATING STATION / STOP
81 78 75 86 79 85 81 86 87 1 2 4 1 3 3 2 2 3 '10 '11 '12 '13 '14 '15 '16 '17 '18
FACILITIES AND QUALITY OF FOOD ON BOARD
72 63 62 76 68 70 65 63 69 7 10 8 8 12 14 14 16 12 '10 '11 '12 '13 '14 '15 '16 '17 '18
ON-BOARD STAFF MANNER TOWARDS PASSENGERS
92 89 89 93 84 88 87 86 90 3 4 2 2 4 5 3 4 4 '10 '11 '12 '13 '14 '15 '16 '17 '18
APPEARANCE OF BOARDING STATION / STOP
87 83 84 85 81 88 87 87 88 3 4 5 2 4 5 1 4 2 '10 '11 '12 '13 '14 '15 '16 '17 '18
69
70
Coach Patrons 2018
Very Satisfied Satisfied Dissatisfied Very Dissatisfied 47 43 39 44 66 64 59 50 64 55 53 48 51 54 56 51 24 25 30 36 21 18 18 10 3 1 2 4 4 6 10 2 2 2 2 5
Cleanliness Station staff manners Onboard staff manner Punctuality Appearance of terminating station Appearance of boarding station Facilities on the coach Comfort level Time taken Entertainment system equipment Entertainment system content Facilities & Quality of food at stops
98 97 95 95 90 89 89 86 85 73 71 58
CLEANLINESS ON BOARD ON-BOARD STAFF MANNER PUNCTUALITY STATION STAFF MANNER BOARDING STATION APPEARANCE COMFORT LEVEL LENGTH OF TIME TO COMPLETE THE TRIP TERMINATING STATION APPEARANCE FACILITIES ON THE COACH
99 96 95 97 96 97 93 96 91 97 98 1 1 1 1 1 1 2 2 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 91 89 89 90 91 94 94 95 97 96 97 1 2 1 3 1 2 1 2 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 96 94 92 93 95 95 90 94 94 95 95 1 1 2 2 1 3 2 2 2 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 98 97 96 96 98 95 94 94 98 97 95 1 1 1 2 1 1 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 92 90 84 91 89 89 87 92 89 92 89 2 1 6 3 2 2 5 1 1 4 3 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 82 81 78 80 77 89 83 89 87 90 90 3 4 4 2 3 4 3 4 2 1 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 77 76 79 78 80 86 78 85 86 84 85 7 8 5 5 6 5 8 5 4 6 6 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 83 83 80 80 82 84 76 83 88 84 86 6 8 9 7 5 6 8 6 6 7 4 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 90 85 86 90 89 90 82 84 87 92 89 3 2 3 2 2 3 4 3 1 2 1 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18
FACILITIES AND QUALITY OF FOOD AT STOPS ENTERTAIMENT SYSTEM EQUIPMENT ENTERTAINMENT SYSTEM CONTENT
60 55 47 49 63 53 45 63 59 60 71 15 17 20 14 8 19 15 15 16 15 8 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 69 62 50 59 65 56 46 67 63 69 73 12 12 18 9 9 21 14 12 12 12 6 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 59 63 54 54 57 54 54 64 70 64 58 14 12 14 15 13 22 21 16 13 18 15 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18
Coach Patrons 2018
74
75
30 31 30 29 31 26 27 26 26 24 21 20 19 17 5 6 6 8 13 13 13 16 21 26 33 39 40 44 38 39 47 43 44 42 40 42 37 35 36 30 32 31 16 12 9 12 11 16 18 11 9 9 7 4 4 4 4 7 5 4
2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Used telephone ticket reservation system Used the online ticket and booking service Used the Transwa booking office Used an Agent Bought on train
Which of the following methods did you use to arrange your ticket for this trip...?
All time high
% of respondents
Which of the following methods did you use to arrange your ticket for this trip...?
17 18 9 13 26 16 44 42 7 55 34 25 4 4 2 3 3 11 31 35 29 27 35 35 4 2 53 2 2 14
2018 Australind AvonLink Prospector Coach Merredin Link Used telephone ticket reservation system Used the online ticket and booking service Used an Agent Used the Transwa booking office On board train
% of respondents
78
81 81 83 82 87 92 91 90 93 90 90 91 92 93 93 94 4 5 5 3 2 4 4 4 2 4 5 3 1 1 2 3
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Time Taken To Answer The Call
How satisfied were you with the time taken to answer the call...?
% of respondents
82 84 78 79 84 92 95 95 97 96 94 94 94 96 94 97 5 5 3 2 1 1 2 3 2 1 2 1 3 1 1
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Person’s Manner And Helpfulness
How satisfied were you with the person’s manner and helpfulness...?
% of respondents
82 83 77 79 83 89 94 95 97 95 94 94 92 96 93 96 5 5 3 1 1 3 2 3 2 3 1 4 1 1 1
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Person’s Knowledge
How satisfied were you with the person’s knowledge...?
% of respondents
80 79 83 89 95 95 97 96 93 95 95 98 94 97 2 1 1 2 1 3 1 4 1 3 1 1
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Overall Satisfaction
% of respondents
83
80 76 81 85 78 94 95 89 89 91 93 93 93 94 94 5 5 5 1 3 1 4 2 3 1 2 2
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Overall Ease Of Using The System
How satisfied were you with the overall ease of using the system...?
% of respondents
76 79 80 87 82 91 93 93 89 91 90 93 93 94 94 2 3 2 1 1 2 2 4 2 2 2 2 1
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Overall Speed Of The System
How satisfied were you with the overall speed of the system...?
% of respondents
79 84 83 85 93 98 90 89 90 92 93 93 94 93 2 2 2 2 2 1 4 2 2 1 2 2
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Overall Satisfaction
% of respondents
87
78 78 84 87 93 96 96 92 93 90 95 95 96 98 3 1 3 2 3 1 2 4 3 5 2 1 2 1
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Time It Took To Be Served
How satisfied were you with the time it took to be served…?
% of respondents
76 79 84 85 92 94 95 96 95 88 97 95 95 96 2 1 2 3 3 3 1 2 3 4 2 2 3 2
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Person’s Manner And Helpfulness
How satisfied were you with the person’s manner and helpfulness...?
% of respondents
78 79 84 86 92 94 96 96 95 90 96 94 93 96 1 1 1 1 2 2 1 1 2 3 1 1 2 1
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Person’s Knowledge
How satisfied were you with the person’s knowledge...?
% of respondents
78 78 85 87 93 95 95 96 96 89 96 96 95 96 2 2 1 2 2 2 1 2 2 4 1 1 2 1
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Overall Satisfaction
% of respondents
92
70 72 77 83 91 89 97 90 94 92 97 95 95 91 2 2 1 4 1 5 1 4 3 1 1 2 2 6
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Time It Took To Be Served
How satisfied were you with the time it took to be served...?
% of respondents
71 72 78 84 90 95 96 91 96 91 97 100 98 94 3 4 1 2 5 2 5 2 1 2 3
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Agent’s Manner And Helpfulness
How satisfied were you with the agent’s manner and helpfulness...?
% of respondents
70 68 76 81 89 92 94 89 95 93 93 95 93 83 2 4 5 1 6 2 4 2 1 1 2 11
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Agent’s Knowledge
How satisfied were you with the agent’s knowledge...?
% of respondents
73 70 79 80 90 95 97 92 96 92 98 95 98 89 4 5 4 4 1 2 1 1 2 2 8
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Overall Satisfaction
% of respondents
97
98
71 71 73 70 73 76 81 79 82 78 82 79 82 83 86 82 6 5 6 5 5 5 4 5 3 5 5 5 5 3 4 6
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Satisfied Dissatisfied
Availability of Timetables
How satisfied are you with the availability of Timetables...?
% of respondents
How satisfied are you with the availability of Timetables...?
Very Satisfied Satisfied Dissatisfied Very Dissatisfied 51 67 54 50 46 56 31 25 33 33 30 18 5 5 1 4 7 11 2 2
2018 MerredinLink Coach Prospector Australind AvonLink
82 92 87 83 76 74
% of respondents
Significantly higher than Total Sample Significantly lower than Total Sample
2017 84/3
101
19 16 18 18 13 16 15 19 13 18 15 17 18 18 14 19 13 9 11 6 7 9 9 6 8 8 7 9 7 6 7 7 68 75 71 76 80 75 76 75 78 73 74 71 74 75 79 74
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Thinking about the departure and return times for the Australind, would you prefer they be earlier, later or the same as they are now...?
Preferred Departure Time
23 15 17 12 7 12 13 17 8 16 15 12 15 16 11 17 15 11 14 13 15 14 13 10 11 12 8 12 12 11 14 12 62 74 69 75 78 74 74 73 68 68 63 62 73 73 75 71
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Preferred Return Time
Note: Data will not always add to 100% due to respondents selecting ‘not applicable”.
% of respondents
Earlier Later Same
Thinking about the departure and return times for the AvonLink, would you prefer they be earlier, later or the same as they are now...?
Preferred Departure Time Preferred Return Time
Note: Data will not always add to 100% due to respondents selecting ‘not applicable”.
% of respondents
Earlier Later Same
17 12 20 16 26 28 39 31 30 43 19 16 15 42 10 13 10 8 9 11 9 4 12 11 10 15 19 7 73 75 70 76 65 61 50 58 52 46 71 69 66 51
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
AvonLink + MerredinLink Data AvonLink Data
13 12 22 14 9 18 19 10 13 13 11 16 18 16 12 14 8 12 24 17 26 20 15 21 9 7 16 13 75 74 70 74 67 65 54 64 67 61 80 77 66 71
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
AvonLink + MerredinLink Data AvonLink Data
13 12 22 14 9 18 18 21 14 19 12 5 16 12 14 8 12 24 17 15 10 10 6 12 4 10 9 75 74 70 74 67 65 66 66 75 75 76 96 85 75
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Thinking about the departure and return times for the MerredinLink, would you prefer they be earlier, later or the same as they are now...?
Preferred Departure Time
17 12 20 16 26 28 10 11 10 14 12 11 10 13 10 8 9 11 18 14 13 22 12 7 10 12 73 75 70 76 65 61 66 57 68 61 76 93 90 77
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Preferred Return Time
Note: Data will not always add to 100% due to respondents selecting ‘not applicable”.
% of respondents
Earlier Later Same AvonLink + MerredinLink Data MerredinLink Data AvonLink + MerredinLink Data MerredinLink Data
16 11 9 11 7 6 15 8 6 8 12 17 16 18 20 19 17 20 14 12 22 18 19 14 17 16 14 8 13 11 11 12 67 69 77 77 71 76 66 78 77 72 72 70 71 71 69 69
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Thinking about the departure and return times for the Prospector, would you prefer they be earlier, later or the same as they are now...?
Preferred Departure Time
17 13 10 12 14 6 23 9 9 9 11 16 18 18 20 20 18 15 13 15 15 17 10 14 12 18 18 11 12 12 13 13 65 72 77 73 71 77 67 77 72 64 66 63 70 70 67 68
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Preferred Return Time
Note: Data will not always add to 100% due to respondents selecting ‘not applicable”.
% of respondents
Earlier Later Same
13 15 16 14 11 13 16 10 10 14 14 14 16 13 10 16 4 5 10 4 9 10 6 8 4 7 10 9 7 4 3 5 83 80 74 82 80 77 78 82 85 78 74 73 77 83 87 79
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Thinking about the departure and return times for the Coach Services, would you prefer they be earlier, later or the same as they are now...?
Preferred Departure Time
13 14 16 9 17 12 15 10 9 15 13 11 15 10 10 16 6 10 12 7 9 11 7 10 8 6 10 7 9 6 6 6 81 76 72 85 74 77 78 80 81 72 68 65 77 84 84 78
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Preferred Return Time
Note: Data will not always add to 100% due to respondents selecting ‘not applicable”.
% of respondents
Earlier Later Same
107
108
All Patrons: 2018
46 27 24 18 16 15 15 12 11 7 7 20
Transwa Web Site TV Email to work or home FM Radio West Australian/Sunday Times Tourist Offices Local Community Newspaper AM Radio Travel brochures / Agents Brochures/Flyer in letterbox Books - Lonely Planet / Rail Travel Guides None
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