Customer Satisfaction Survey of Adelaide Metropolitan Train, Tram

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					                                Customer Satisfaction Survey of Adelaide
                                Metropolitan Train, Tram and Bus Service
                                Customers


                              a Report for




                                April 2001



                             Prepared by




                     Accredited by Interviewer Quality Control Australia

                                        st
Market Equity (SA) Pty Ltd     Suite 4, 1 Floor     PO Box 5           Telephone:                        (08) 8364 2424
ABN 72 071 104 222             357 Greenhill Road   Glenside SA 5065   Facsimile:                        (08) 8364 1151
                               Toorak Gardens SA                       Email:       administrator@marketequity.sa.com.au
Contents



CONTENTS                                       2


EXECUTIVE SUMMARY                              3


INTRODUCTION                                   6


BACKGROUND                                     7


OBJECTIVES                                     9


THE MEASUREMENT OF CUSTOMER SATISFACTION     10


SAMPLE SELECTION                             12


WEIGHTING                                    13


METHODOLOGY                                  14


SURVEY STATISTICS                            16


MAIN FINDINGS                                19


DETAILED RESULTS                             20




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Executive Summary

This report contains the top-line results of a customer satisfaction survey of public transport users,
undertaken by Market Equity for the Passenger Transport Board (PTB). In general terms, the purpose
of the research program was to measure customer satisfaction over a range of issues and
performance criteria. The top-line results contained in this report represent the findings from the on-
board self-completion study of some 21,984 passengers, conducted between the 9th and 23rd March
2001.


A further 271 CityFree passengers were also surveyed during this time, but due to the different nature
of the questionnaire used to collect information from this unique service, these results have been
reported separately in the contract area section of this report.


For the study, the sample of trips surveyed was selected to be an accurate representation of the total
boardings by route group, within +/-5% at the 95% confidence interval. These selected trips were then
stratified by route, day-type, time-period and direction within these route group aggregates. Finally,
the data was weighted to be representative of total boardings during an average week by route group
(and by default by contract area and mode) .


Prior to the main study, an extensive pilot survey of some 2,000 passengers was conducted where
ratings on both current and previous trip were derived.         With the pilot study concluding that the
satisfaction ratings for these trip types were statistically the same, current trip was selected for rating
in the main study, as this enabled a greater control over the sample frame.


The key findings from this study relating to on-board safety and overall satisfaction were:


•    Across the Metropolitan Adelaide public transport system, satisfaction with regards to
    passenger safety and overall satisfaction was viewed positively. 90% of passengers were
    satisfied or very satisfied with on-board safety, and 82% gave their overall trip a satisfied or
    very satisfied rating.


•    By mode, on-board safety was rated highest for bus travel, with 91% of bus passengers
    indicating they were satisfied or very satisfied with on-board safety, followed by tram (88%)
    and train (85%) travel.


•    By contract area, satisfaction with on-board safety was highest for the CityFree services,
    with 95% of passengers on these services indicating that they were either satisfied or very
    satisfied with on-board safety.        This contract area was followed in on-board safety




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    satisfaction ratings by the Hills (92%), Outer North East (91%), Outer South (91%), East
    West (91%), North South (90%), Outer North (90%) and Rail (85%) contract areas.


•    Overall satisfaction across all modes was lower than on-board safety, with 82% of
    Metropolitan Adelaide public transport users indicating that they were satisfied or very
    satisfied with their current trip.


•    By mode, overall satisfaction was greatest for the tram, with 85% of tram passengers
    indicating that they were either satisfied or very satisfied with their current trip, followed by
    bus (83%) and train (80%) modes.


•    By contract area, overall satisfaction was highest for the CityFree services, with 97% of
    passengers being satisfied or very satisfied with their current trip overall. This contract
    area was followed in overall satisfaction by the Outer North East (85%), Hills (83%), Outer
    North (83%), East West (83%), Outer South (82%), Rail (81%) and North South (81%)
    contract areas.




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                       TOP LINE REPORT




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Introduction

The Passenger Transport Board (PTB) is a Statutory Authority established by the State Government,
and is responsible for planning, regulating and funding South Australia’s land-based passenger
transport. Critical to its responsibilities to assist services planning and delivery is the monitoring of
customer satisfaction.


In 2000, the PTB entered into contracts for the provision of passenger transport services in
metropolitan Adelaide.    The PTB will be measuring a range of indicators to determine whether
performance of these contractors in their provision of public transport services is satisfactory. Two of
the performance indicators require a survey to be undertaken to measure overall customer satisfaction
and safety. Market Equity was subsequently commissioned by the PTB to design, conduct and report
on a customer satisfaction survey of Adelaide’s metropolitan train, tram and bus customers.




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Background

The Passenger Transport Board
The Passenger Transport Board (PTB) is a Statutory Authority established by the State Government
in July 1994 to plan, regulate and fund South Australia's land-based passenger transport services for
the people of South Australia. The Passenger Transport Act 1994 requires the Board to:
•    oversee the creation and maintenance of an integrated network of services;
•    foster and promote efficient and effective services;
•    determine, monitor and review services and fares, and administer fare subsidies and concessions;
•    accredit operators, drivers and centralised booking services for taxis;
•    establish, audit and, if necessary, enforce safety, service, equipment and comfort standards;
•    facilitate the use of services by people with disabilities;
•    provide information about services to the public;
•    establish a centralised system for receiving and dealing with complaints and compliments;
•    initiate, undertake, support and promote programs for the development and improvement of
    services; and
•    establish and maintain various passenger transport infrastructure and facilities.


The PTB does not operate passenger transport services but has continued to deliver fundamental
improvements to these services for the people of South Australia. The PTB is committed to providing
safe, comfortable and reliable passenger transport to meet the travel needs of customers while
delivering environmental and social benefits to the rest of the community.


Implementing customer satisfaction surveys aligns with the Functions and Charter of the Passenger
Transport Board as defined in the Passenger Transport Act; 1994, viz
Section 20 (g) “to…audit…standards for passenger transport within the State;”
Section 20 (j) “…to establish appropriate procedures and mechanisms to enable members of the
public to comment on those services;” and
Section 20 (l) “to initiate, carry out, support, or promote projects and programs for the development
and improvement of passenger transport services.”




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Public Transport Services in Metropolitan Adelaide
Public transport services in Metropolitan Adelaide are currently operated by five companies under
contract with the PTB, across seven geographically defined bus contract areas, and one train and one
tram contract area.


The relationship between the contract areas, operators and modes is summarised in the Table 1.

Table 1                Public Transport Services in Metropolitan Adelaide

Mode       Area                   Features of Note                                       Company
Bus        Outer North            Contains feeder services to the rail                   SERCo
           Outer North East       Includes the O-Bahn services                           SERCo
                                  Contains the Suburban Link Services
           North-South            Covers services from the Inner North and Inner         SERCo
                                  South areas
           Hills                  Includes   only    metropolitan     Adelaide   Hills   Transit Plus
                                  services
                                  A separate licence exists for non-metropolitan
                                  services
           Outer South            Contains feeder services to the rail                   South Link
           East-West              Covers service from the East (to hills face) to the    Torrens Transit
                                  coast at the west (includes the Port Adelaide
                                  area).
                                  Includes the cross-suburban Circle Line
           CityFree               Free services, run weekdays and Saturdays.             Torrens Transit
                                  99B every 5 mins, 99C every 15 mins
Train      Metropolitan           4 main lines, Noarlunga, Gawler, Outer Harbour         TransAdelaide
           Adelaide               and Belair, covers 120km and has 84 stations
Tram       City to Glenelg        10.8km in length, 21 trams are used                    TransAdelaide




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Objectives

The strategic objective of this study is:
1) To supply services for the design of, the conduct of and reporting on a customer satisfaction
      survey of Adelaide metropolitan train, tram and bus customers


The primary research objectives1 of the study is to:
      a) Meet the contractual requirements between PTB and the passenger transport service
          contractors. The Service Contracts specify that the survey is to be conducted annually and
          require respondents to rate overall satisfaction with the service and their feelings of personal
          safety onboard.


The results contained in this report are concerned with those specifications outlined in 1a) above.




1
    Schedule 2, Service Specifications, Contract to Provide Market Research Services for the Conduct
of a Customer Satisfaction Survey of Adelaide Metropolitan Train, Tram and Bus Service Customers
          Dec 2000


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The Measurement of Customer Satisfaction

How Satisfaction was Measured
Satisfaction was measured on a 5-point Likert scale. Likert scales are used to measure strength of
opinion, as they are rigorous in their application, and form a bridge between elaborate psychological
scaling and the practical requirements of applied social survey research.

Figure 1               How Satisfaction was Measured




               How Satisfaction was Measured

          • Standard satisfaction measurement using a 5
            point Likert Scale
          • Respondents indicate their satisfaction across
            a range of attributes, including overall
            satisfaction and on-board safety

                   Very          Satisfied   Neither     Dissatisfied   Very
                   satisfied                                            dissatisfied

  Overall                 5           4          3               2           1
  satisfaction




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How Satisfaction Was Calculated
Customer satisfaction was calculated using the weighted data (see weighting section, page 13) from a
sample selected to be an accurate representation of public transport passengers by route group,
contract area and mode.

Figure 2               Calculation of Customer Satisfaction




          Calculation of Customer Satisfaction

          • Percentage of passengers who choose each of
            the satisfaction categories
          • Using weighted data from a sample selected to
            be an accurate representation of public
            transport passengers by route group, contract
            area and mode

                       Very        Satisfied   Neither   Dissatisfied   Very
                       satisfied                                        dissatisfied
   Overall                 a%          b%        c%           d%            e%
   satisfaction




The following series of charts represents the satisfaction ratings obtained for “feeling safe whilst on-
board public transport” and “overall satisfaction with this trip”. These ratings relate to current trip, and
utilise weighted data to be representative of the total boardings made on public transport at the
aggregated route group level.




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Sample Selection

The targeted number of completed surveys to be returned was selected to be an accurate
representation of the true population of public transport users. The sample sizes were determined at
the route group level, and were selected to be within +/-5% accuracy at the 95% confidence interval.


Once the targeted quota samples by route group had been calculated, these were then divided by the
average number of boardings per trip for each route group to give a total number of trips to be
surveyed. This was then stratified by route, day type, direction and time-period, within each route
group as illustrated in Figure 3.



Figure 3               Trip Selection Method




                                 Trip Selection
            • Target sample divided by number of boardings
              per trip
            •     eg 348/15 = 25 trips
            • Trips stratified by:
                   • Route within the route group
                   • Day-type
                   • Direction
                   • Time-period




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Weighting

Whilst the sample size was selected to be an accurate representation of the true population, it is
clearly not a valid representation of the true population. Consider the example in Figure 4, where we
are assuming that there are only 2 route groups in total in the population of metropolitan Adelaide
public transport users. Whilst the sample of 348 is selected as an accurate representation of the
3,699 total boardings made on the 102-106 route group in an average week, it represents 49% of the
total sample, and not 29%, which is the true distribution in the population. It is therefore necessary to
weight the responses to ensure that the total dataset is representative of the true distribution
passengers at the route group level.



Figure 4               Weighting of the Sample


                                    Weighting
            • Whilst the sample selection is accurate, the
              sample must be weighted to be a valid
              representation of the true patronage
            • All responses are weighted to give the true
              distribution of passengers at the route group
              level

 Route                      Avg Total              Sample           Weighting
                            Boardings
 102-106                    3,699 (29%)            348 (49%)        0.29/0.49=
                                                                    0.59
 222, 224-229               9,158 (71%)            364 (51%)        0.710.51=
                                                                    1.39
 Total                      12,857 (100%)          712 (100%)


If it was considered that there were only two route groups in the total sample, as outlined in the above
example, then for all responses from passengers on the 102-106 route group, each respondent’s
answers would be weighted by a value of 0.59. Similarly, for those in the 222 route group, each
respondent’s answers would be weighted by a value of 1.39. For verification, the sum of the sample
multiplied by its weighting equals the total sample:


∑ ((348*0.59) + (364*1.39)) = total sample (n=712).


The data was weighted at all 61 route group aggregates to provide a valid representation of the total
boardings in an average week within each route group aggregate.


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Methodology

The survey was conducted by means of on-board distributed self-completion survey forms, between
9th and 23rd of March 2001, covering weekdays and weekends and all time-periods from 5.40am to
12pm, as summarised in Figure 5.

Figure 5               Survey Methodology




                                 Methodology
     • On-board self-completion surveys with mail-back
       option
     • Distributed and collected by Market Equity field
       staff
     • All passengers on every selected trip given a
       questionnaire
     • Control sheets with operational details and unique
       numbering to enable collation of statistics
     • All modes, route groups and day-types (weekday,
       Saturday, Sunday) surveyed




All questionnaires were printed on robust material (card) to ensure the medium withstood multiple
handling. The questionnaires were folded and printed with a reply paid section to allow respondents
to utilise the freepost mail-back option when not able to complete the survey on-board.


Market Equity had 2 field team members on-board every vehicle of every selected trip during the
survey period. One person handed out the questionnaires and pencils, the second stood at the exit
point and collect the completed survey cards as passengers alighted. For train and tram modes with
multiple cars coupled together, Market Equity utilised 2 field team members per car.          This
methodology has been used for all large scale public transport surveys conducted in Adelaide
including the Adelaide Public Transport Study (APTRANS) in the early 1990’s, and has proved to be
very successful.


All field staff were supervised and the interview process monitored with a 10% observation rate
adhering to IQCA controls.



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Respondents
All passengers 15 years and over travelling on public transport were considered for inclusion in the
study. Those respondents who were aged less than 16 years, but greater than 11 years and travelling
with a parent were included after obtaining parental consent prior to completing the questionnaire.
Those who were travelling with a parent, but were younger than 12 years were not considered old
enough to comprehend the concept of the survey. Those respondents who were aged less than 16
and not travelling with a parent were given a survey form to complete.


It was felt that if the respondent was responsible enough to travel on public transport alone, then they
were equally responsible to complete a survey form. If they did not wish to complete the survey, or
wished to ask for parental consent, then they were encouraged to take the survey form home.




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Survey Statistics

Statistics were calculated on response rate and refusals for the main study.

Figure 6               Main Survey Statistics



                                Survey Statistics
      •   Conducted between 7th & 23rd March 2001
      •   A total of 1,820 trips surveyed
      •   Covered bus (1,654 trips), train (104 trips), tram (44 trips)
          and City Free (18 trips)

                 Distributed Refused Refusal        Returns        Response
                                     rate                          Rate
    Bus                29,297    1,446     4.7%        19,619         67%

    Train              2,652       80      2.9%         2,015         76%

    Tram                385        16      4.0%          350          91%

    City Free           703        17      2.4%          271          39%

    Total              33,037    1,559     4.5%        22,255         67%




A total of 33,037 questionnaires were distributed during the main survey, and a total of 22,255 valid
questionnaires were returned before the cut-off date of the 3rd of April 2001. The refusal rate across
all modes was less than 5%, and the response rate 67%, with significantly greater responses received
for the train and tram than for bus. An exceptionally low response rate was noted for the CityFree
services, relating to the higher proportion of questionnaires taken for mail-back on these shorter trips,
and subsequently not returned.


Incomplete Responses
We have received a total of 223 returned forms that had less than 50% of questions filled-in, which
were deemed to be not usable, and were therefore excluded from our analysis. This represents less
than 1% of all returned questionnaires.


Sample Quota & Margin of Error
For each route, a quota of responses was set, calculated to be a statistically valid sample at the 95%
confidence interval within a margin of error of +/-5%, based on an average total boarding for each
route group. The average total boarding for each route group from PTB supplied data for the period
22 April to 31 October 2000, and calculated as:

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∑ (((Average weekday boarding*250) + (Average Saturday boarding*53) + (Average Sunday and
public holiday boarding*62))/365).


For the interpretation of the margin of error, consider a route group with a margin of error of +/-5%. If
50% of the sample of passengers surveyed indicated that they were satisfied with a service attribute,
then the true result in the population (all passengers) would be between 55% and 45% in a worst case
scenario.


Despite efforts to meet all quotas, based on average total boardings by trip by route group, for 12 of
the 61 route groups, the set sample quotas were not met. For these route groups, where the margin
of error is greater than +/-5%, the true margin of error has been calculated.

Table 2                Sample Quotas Not Achieved by Route Group

                         Avg Total   Target    Actual           Deficit

   Route Group           Boardings   Sample   Sample                       Margin of error

      112-118              3,008      341       316               25            5.22
      151-155              2,343      330       307               23            5.21
      167-168              1,344      299       269               30            5.35
        206                1,283      296       293               3             5.02
253, 255, 301-307          4,102      351       327               24            5.20
      275-278              2,253      328       321               7             5.06
      330-336              1,581      309       302               7             5.02
      360-361               567       229       191               38            5.80
        370                 188       126       103               23            6.50
     500 & 530             3,836      349       335               14            5.11
      701-702               210       136        65               71            10.00
       Tram                4842       356       350               6             5.04


Table 2 illustrates that the margin of error is within +/-5.35% for all of the above route groups with the
exception of the 370 (West Lakes/Arndale) and 701-702 (Southern Circuit) route groups. These 2
route groups had very low boardings during the survey period, and despite covering additional trips for
each of these routes (some 18 trips were surveyed on the route 370 and 16 trips were surveyed on
the 701-702 route group), the samples were not achieved within the designated period for distribution
of the survey forms.


These larger margins of errors do not have a significant impact on the results when viewed at the
aggregated modal and contract area level, but should be born in mind when looking at the results for
these specific route groups.




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Sample by Contract Area
The sample sizes for each contract area and the associated margin of error on the unweighted data
are contained in Table 3.



Table 3                Sample and Margin of Error by Contract Ara

                         Avg Total     Actual

  Contract Area          Boardings     Sample       Margin of error

    Outer North            13,824       1,468            +/-1.95
 Outer North East          21,011       2,890            +/-1.69
    North South            31,357       5,936            +/-1.31
        Hills              3,108        899              +/-2.76
    Outer South            10.990       2,092            +/-1.91
     East-West             39,282       6,334            +/-1.13
        Rail               27,029       2,365            +/-1.92
      CityFree             9,058        271              +/-5.65
        Total             155,659      22,256             +/-0.6


For all contract areas, the margin of error is less than +/-2%, with the exception of the Hills and
CityFree contact areas. The sample for the Hills is within +/-2.76, which for the purposes of the
analysis conducted in this study with such a large overall sample, is a valid representation of the Hills
contract area.


The greater margin of error for the CityFree contract area relates to the low response for this contract
area, with some 703 questionnaires distributed on these services, but only 271 returned. It is felt that
the short duration of trips taken on this services has contributed to passengers accepting a survey
form and then not returning them in the post.




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Main Findings

For the purposes of reporting in this report, the headings have been divided into two sections.


               1. Satisfaction with safety on-board
               2. Overall satisfaction with current trip


When looking at the modal results, CityFree have not been included but they has been reported
separately in the contract area and route group sections, due to the specific nature of questioning
undertaken on this unique service.




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Detailed Results

1. Satisfaction with On-board Safety


The following series of graphs relates to customer satisfaction rating in answer to the question:
“Please     indicate      your     level     of       satisfaction       with      the   following   service   feature   for   this
bus/train/tram/CityFree trip by providing a rating from 1 to 5 on …“feeling safe while on this <mode>”.



Figure 7               Satisfaction with On-board Safety – All Modes




                  Satisfaction with On-board Safety

        Very satisfied
                                                                   43



        Satisfied                                                   47



        Neither                                       8



                                                  1
        Dissatisfied


                                                  1
        Very dissatisfied

  (n=21,680, excludes CityFree & 304 missing values       < % of all passengers>
  Q1.1)



Some 90% of passengers indicated that they were satisfied or very satisfied with on-board safety.




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Modal Results
Where comparisons have been made by mode, these have been made using statistical non-
parametric tests, due to the non-normal distribution of these satisfaction ratings (all positively skewed).




Figure 8               Satisfaction with On-board Safety – By Mode




                  Satisfaction with On-board Safety
                           Bus n=17,565                   Train n=3,383              Tram n=732


Very satisfied                             45                        34                            43



                                           46                               51                     45
Satisfied


                           7                               11                        10
Neither

                       1                              3                          1
Dissatisfied

                       1                            1                            1
Very dissatisfied
                       < % of all bus passengers> < % of all train passengers> < % of all tram passengers>

   (n=21,680 excludes CityFree & 304 missing values
   Q1.1)



For bus, a slightly greater proportion (91%) than for all modes (90%) were satisfied or very satisfied
with on-board safety. For train and tram, lower proportions of passengers were satisfied or very
satisfied with on-board safety, (85% and 88% respectively were satisfied or very satisfied with on-
board safety). More train passengers were satisfied as opposed to very satisfied with on-board safety
when compared with bus and tram modes.




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Contract Area Results
The results for each contract area are contained in the following table:

Table 4                Satisfaction with On-board Safety – By Contract Area

                       Very dissatisfied     Dissatisfied        Neither            Satisfied      Very satisfied    Total
 Contract Area         Count         Row % Count Row % Count           Row % Count         Row % Count      Row %

 Outer North                    22    1.1%     14     0.7%       183       8.8%     951    45.4%      925    44.1%    2,095

 Outer North East               26    0.8%     34     1.1%       214       7.0%    1,386   45.1%    1,415    46.0%    3,075
 North South                    33    0.7%     68     1.5%       359       7.7%    2,173   46.5%    2,036    43.6%    4,669

 Hills                          2     0.5%      1     0.2%        31       7.0%     177    40.0%      232    52.4%      443

 Outer South                    14    0.9%     21     1.3%       109       6.9%     797    50.5%      638    40.4%    1,579
 East West                      54    0.9%     65     1.1%       400       7.0%    2,612   45.8%    2,575    45.1%    5,706
 Rail                           44    1.1%   102      2.5%       461   11.2%       2,035   49.5%    1,473    35.8%    4,114

 City Free                  -         0.0%      2     0.7%        11       4.1%      84    31.0%      174    64.2%      271
 Total                     195               306               1,768              10,215            9,467            21,951
* Excludes 304 missing values


By contract area, satisfaction with on-board safety was highest for the CityFree services, with 95% of
passengers on these services indicating that they were either satisfied or very satisfied with on-board
safety. This contract area was followed in on-board safety satisfaction ratings by the Hills (92%),
Outer North East (91%), Outer South (91%), East West (91%), North South (90%), Outer North (90%)
and Rail (85%) contract areas.




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Route Group Results
The results by route group within the contract areas are contained in following tables:

Table 5                Satisfaction with On-board Safety – Outer North

                                                           Q1.1. Feeling safe while on this bus/train/tram                                           Total
                                                                       Neither satisfied nor
                       Very dissatisfied        Dissatisfied               dissatisfied                Satisfied            Very satisfied
                       Count        Row %     Count         Row %        Count        Row %       Count      Row %         Count     Row %      Count     Row %
          206                  3       1.7%           2        1.0%           18         9.3%          97      50.2%            73     37.7%       194     100.0%
          222,
                            13        1.3%            2          .2%           70        6.6%          492         46.7%      477       45.2%     1054       100.0%
          224-229
  Route   400-405,
  group   900,
                               4       .9%            4          .9%           59       11.8%          201         40.8%      226       45.7%      494       100.0%
          411-415,
          430
          440-443,
                               1       .3%            5         1.5%           37       10.5%          160         45.3%      149       42.4%      352       100.0%
          450-455
  Total                     22        1.1%        14             .7%          183        8.8%          951         45.4%      925       44.1%     2095       100.0%




Table 6                Satisfaction with On-board Safety – Outer North East

                                                           Q1.1. Feeling safe while on this bus/train/tram                                           Total
                                                                        Neither satisfied nor
                       Very dissatisfied        Dissatisfied                dissatisfied               Satisfied            Very satisfied
                       Count        Row %     Count         Row %        Count        Row %       Count       Row %        Count     Row %      Count     Row %
          500 & 530             4       .9%            7       1.5%              38      7.8%         214       43.5%          227     46.2%        491    100.0%
          505-509,
                                0       .1%            4        1.0%             27      6.7%          186         47.0%       179      45.2%      397       100.0%
          520, 522
          511-513,
  Route   515-517,
                               18      1.1%           15         .9%          113        7.1%          710         44.6%       736      46.3%     1592       100.0%
  group   521,
          540-546
          550-2, 518            1       .3%            4        1.3%             12      4.5%          136         48.8%       126      45.1%      278       100.0%
          576-7, 519            0       .2%            3        1.5%             11      6.0%           89         48.0%        82      44.3%      186       100.0%
          560                   2      1.5%            1         .9%             13      9.8%           51         39.1%        64      48.6%      131       100.0%
  Total                        26       .8%           34        1.1%          214        7.0%         1386         45.1%     1415       46.0%     3075       100.0%




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Table 7                Satisfaction with On-board Safety – North South

                                                         Q1.1. Feeling safe while on this bus/train/tram                                                Total
                                                                      Neither satisfied nor
                       Very dissatisfied       Dissatisfied               dissatisfied               Satisfied            Very satisfied
                       Count       Row %     Count        Row %        Count        Row %       Count          Row %     Count        Row %     Count        Row %
          181-182              4      1.1%           5       1.3%           35         9.6%         167          45.9%       154        42.1%       364       100.0%
          190-192,
                               3       .7%           7        1.6%           33        7.7%          189         44.3%      195         45.7%      426          100.0%
          195-198
          201-203              2       .8%           3        1.3%           11        5.4%           87         43.4%        99        49.2%      201          100.0%
          204,
                               8      2.3%           7        2.0%           30        8.6%          177         51.0%      125         36.0%      347          100.0%
          207-209
          210-218,
                               4       .6%           4         .6%           56        7.8%          309         43.2%      343         47.9%      716          100.0%
          618
          231-233,
                               3       .9%           5        1.6%           46       14.4%          151         47.8%      112         35.3%      317          100.0%
          311-316
          235-237              1      1.0%           2        1.6%           11        8.1%           64         46.6%        59        42.7%      138          100.0%
          241                                        3        2.8%           10        8.4%           56         48.7%        46        40.0%      115          100.0%
  Route
  group   243-248,
                               5       .8%           9        1.7%           21        3.9%          281         50.8%      237         42.8%      553          100.0%
          600
          253, 255,
                                                 12           1.9%           44        7.3%          284         46.5%      270         44.3%      611          100.0%
          301-307
          260-266              1       .2%           5        1.6%           25        7.7%          151         46.3%      144         44.2%      327          100.0%
          291-292              0       .3%           2        1.5%             8       6.9%           56         47.2%        52        44.2%      119          100.0%
          296-297              0       .3%           0         .3%           13        7.7%           85         50.7%        69        41.1%      167          100.0%
          360-361              2      2.7%           2        2.7%             7      11.3%           24         40.9%        25        42.5%       59          100.0%
          601, 602             0       .4%           0         .4%             2       2.8%           28         40.9%        38        55.5%       69          100.0%
          650-652                                    1        1.4%             4       7.5%           26         46.5%        25        44.6%       55          100.0%
          728-729,
                               1       .8%           1        1.3%             4       4.7%           37         42.7%        44        50.5%       86          100.0%
          738-739
  Total                     33         .7%       68           1.5%          359        7.7%        2173          46.5%     2036         43.6%     4669          100.0%




Table 8                Satisfaction with On-board Safety – Hills

                                                         Q1.1. Feeling safe while on this bus/train/tram                                                Total
                                                                      Neither satisfied nor
                       Very dissatisfied       Dissatisfied               dissatisfied               Satisfied            Very satisfied
                       Count       Row %     Count        Row %        Count        Row %       Count          Row %     Count        Row %     Count        Row %
          161-166,
                               2       .4%                                     28      7.4%          151         40.5%       192        51.6%       372         100.0%
          828
  Route
  group   193-194              0      1.1%           0        1.1%              2      8.2%                9     41.3%           11     48.4%           22      100.0%
          820-822              0       .9%           1        1.4%              2      3.2%             17       34.8%           29     59.7%           48      100.0%
  Total                        2       .5%           1         .2%             31      7.0%          177         40.0%       232        52.4%       443         100.0%




Table 9                Satisfaction with On-board Safety – Outer South

                                                         Q1.1. Feeling safe while on this bus/train/tram                                                Total
                                                                      Neither satisfied nor
                       Very dissatisfied       Dissatisfied               dissatisfied               Satisfied            Very satisfied
                       Count       Row %     Count        Row %        Count        Row %       Count          Row %     Count        Row %     Count        Row %
          680-682              2      1.1%           1         .8%           10        5.9%           66         41.0%        82        51.2%      161          100.0%
          701-702                                    1        3.1%             1       3.1%             7        32.3%        14        61.5%       22          100.0%
          720                  3      1.5%           4        1.8%           19        8.3%           99         43.8%      101         44.6%      226          100.0%
          TL6-8,72
          1, 722,
                               5       .7%           8        1.1%           42        6.1%          397         57.2%      243         35.0%      694          100.0%
          725,
  Route   711-716
  group
          723,
          724,726,
                               2       .9%           4        1.5%           14        5.5%          129         51.8%      101         40.4%      250          100.0%
          727, 733,
          734, 737
          741-2,
          743-745,             2      1.0%           3        1.3%           24       10.7%           99         43.7%        97        43.2%      225          100.0%
          747
  Total                     14         .9%       21           1.3%          109        6.9%          797         50.5%      638         40.4%     1579          100.0%




A report for the PTB                                                 Project: 00278                                                                     Page 24
April 2001
Table 10                                Satisfaction with On-board Safety – East West

                                                                 Q1.1. Feeling safe while on this bus/train/tram                                                      Total
                                                                                 Neither satisfied nor
                       Very dissatisfied              Dissatisfied                   dissatisfied               Satisfied                 Very satisfied
                     Count           Row %       Count            Row %           Count        Row %        Count        Row %        Count        Row %      Count         Row %
          100                   6        1.3%               6         1.3%                47      9.9%          220         46.1%            197      41.3%       477         100.0%
          102-106               2         .4%               4             .7%             45      8.0%          277         49.1%            235      41.7%       564         100.0%
          112-118               7        1.6%               6         1.3%                34      7.4%          218         47.8%            192      42.0%       457         100.0%
          121-124               3         .9%               1             .5%             17      5.4%          137         43.4%            158      49.9%       317         100.0%
          130-137               3         .5%            16           2.9%                35      6.3%          254         46.1%            244      44.2%       552         100.0%
          141-145               2         .4%               3             .7%             25      6.6%          159         41.6%            194      50.7%       383         100.0%
          151-155               5        1.3%               4         1.0%                15      4.3%          181         51.5%            147      41.8%       351         100.0%
          167-168               2        1.1%               3         1.5%                17      8.3%          103         50.6%             78      38.5%       204         100.0%
          171-172               1         .2%               2             .5%             18      5.1%          169         49.3%            154      44.9%       342         100.0%
  Route
          175-179               2         .5%               2             .5%             33      7.2%          225         48.3%            202      43.5%       465         100.0%
  group
          272-273               2         .6%               6         2.0%                21      7.4%          127         45.3%            126      44.8%       281         100.0%
          275-278               6        1.9%               1             .3%             22      6.3%          157         45.8%            157      45.8%       343         100.0%
          280-282               2        1.0%               2         1.3%                12      6.9%              69      40.1%             88      50.7%       173         100.0%
          286-287               5        1.7%               5         1.7%                22      8.2%          118         44.0%            118      44.3%       267         100.0%
          330-336               3        1.4%               2             .7%             19      7.8%              86      36.3%            128      53.9%       238         100.0%
          340-345               1         .7%               1         1.0%                10      8.2%              51      42.0%             58      48.1%       121         100.0%
          370                   1        2.9%               0         2.0%                 2      7.8%               6      28.4%             12      58.8%           20      100.0%
          580-581               0         .4%               1         1.1%                 7      6.0%              43      37.5%             63      55.1%       114         100.0%
          604-607               0         .6%                                              1      2.8%              12      31.5%             24      65.2%           37      100.0%
  Total                      54           .9%            65           1.1%             400        7.0%         2612         45.8%           2575      45.1%      5706         100.0%




Table 11                                Satisfaction with On-board Safety – CityFree

                                                       Q1.1. Feeling safe while on this CityFREE bus                                                            Total
                                                        Neither satisfied nor
                            Dissatisfied                    dissatisfied                           Satisfied                   Very satisfied
                       Count             Row %           Count              Row %              Count        Row %            Count           Row %         Count           Row %
           99B                      2       1.0%                      9        4.9%                    59     32.4%              113           61.8%           182          100.0%
  Route
           99C                                                        2           1.8%                 25      28.6%                 61         69.6%           88         100.0%
  Total                             2           .7%                 11            3.9%                 84      31.1%                174         64.3%          271         100.0%




Table 12                                Satisfaction with On-board Safety – Rail (train and tram)

                                                                Q1.1. Feeling safe while on this bus/train/tram                                                       Total
                                                                                Neither satisfied nor
                    Very dissatisfied             Dissatisfied                      dissatisfied                Satisfied                 Very satisfied
                    Count           Row %       Count            Row %           Count         Row %        Count        Row %       Count         Row %      Count         Row %
          Tram              4           .6%             8            1.1%              74       10.1%           328         44.8%           318       43.4%      732          100.0%
          61-63           15            1.9%           22            2.8%              78        9.8%           427         53.9%           250       31.6%      792          100.0%
  Route
          41-46           16            1.6%           33            3.1%             152       14.5%           522         49.7%           328       31.2%     1051          100.0%
  group
          82                3           .8%             1             .2%              22        6.8%           147         45.1%           153       47.1%      325          100.0%
          71-73             6           .5%            39            3.2%             135       11.1%           611         50.3%           424       34.9%     1214          100.0%
  Total                   44            1.1%          102            2.5%             461       11.2%          2035         49.5%          1473       35.8%     4114          100.0%




A report for the PTB                                                             Project: 00278                                                                       Page 25
April 2001
2. Overall Satisfaction
The following series of graphs and the table relates to customer satisfaction rating in answer to the
question:
“Please     indicate      your     level    of       satisfaction       with      the   following   service   feature   for   this
bus/train/tram/CityFree trip by providing a rating from 1 to 5 on … overall satisfaction with this <mode>
trip”.



Figure 9               Overall Satisfaction – All Modes



                              Overall Satisfaction

         Very satisfied
                                                            25



         Satisfied                                                      57



         Neither                                       14



                                                 3
         Dissatisfied


                                                 1
         Very dissatisfied

                                                        < % of all passengers>
 (n=21,299 excludes CityFree & 685 missing values
 Q1.11)



Overall satisfaction across all modes was lower than on-board safety, with 82% of Metropolitan
Adelaide public transport users indicating that they were satisfied or very satisfied with their current
trip, compared to 91% of all passenger being satisfied with on-board safety.




A report for the PTB                                             Project: 00278                                           Page 26
April 2001
Modal Results
Where comparisons have been made by mode, these have been made using statistical non-
parametric tests, due to the non-normal distribution of these satisfaction ratings (all positively skewed).




Figure 10              Overall Satisfaction – By Mode




                                    Overall Satisfaction
                            Bus n=17,246                  Train n=3,335                  Tram n=717


Very satisfied                    26                         21                                32



                                               57                             59                      53
Satisfied

                             14                             17                            13
Neither

                        3                             2                            2
Dissatisfied

                       1                            1                              0.3
Very dissatisfied
                       < % of all bus passengers> < % of all train passengers> < % of all tram passengers>

   (n=21,299 excludes CityFree & 685 missing values
   Q1.1)



By mode, overall satisfaction was greatest for the tram, with 85% of tram passengers indicating that
they were either satisfied or very satisfied with their current trip, followed by bus (83%) and train
(80%).




A report for the PTB                                             Project: 00278                              Page 27
April 2001
Contract Area Results
The results for each contract area are contained in the following table:

Table 13                             Overall Satisfaction – By Contract Area

                       Very dissatisfied      Dissatisfied        Neither            Satisfied      Very satisfied    Total

 Contract Area         Count         Row % Count Row % Count            Row % Count         Row % Count      Row %

 Outer North                    30     1.5%     56     2.7%       262   12.8%       1,132   55.3%      567    27.7%    2,047

 Outer North East               18     0.6%     46     1.5%       385   12.7%       1,733   57.3%      843    27.9%    3,025

 North South                    57     1.2%   158      3.5%       660   14.5%       2,560   56.1%    1,131    24.8%    4,566

 Hills                          4      0.9%     11     2.5%        57   13.2%        257    59.5%      103    23.8%      432

 Outer South                    20     1.3%     29     1.9%       227   14.7%        929    60.2%      337    21.9%    1,542

 East West                      66     1.2%   147      2.6%       756   13.4%       3,234   57.4%    1,430    25.4%    5,633

 Rail                           47     1.2%     76     1.9%       652   16.1%       2,361   58.3%      916    22.6%    4,052

 City Free                  -          0.0%      1     0.4%         6       2.2%      99    36.9%      162    60.4%      268
 Total                     242                524               3,005              12,305            5,489            21,565
*excludes 690 missing values



By contract area, overall satisfaction was highest for the CityFree services, with 97% of passengers
being satisfied or very satisfied with their current trip overall. This contract area was followed in
overall satisfaction by the Outer North East (85%), Hills (83%), Outer North (83%), East West (83%),
Outer South (82%), Rail (81%) and North South (81%) contract areas.




A report for the PTB                                          Project: 00278                                                  Page 28
April 2001
Route Group Results
The results by route group within the contact areas are contained in following tables:

Table 14                             Overall Satisfaction – Outer North

                                                      Q1.11. Overall satisfaction with this bus/train/tram trip                                         Total
                                                                        Neither satisfied nor
                       Very dissatisfied        Dissatisfied                dissatisfied               Satisfied              Very satisfied
                       Count        Row %     Count        Row %        Count        Row %        Count           Row %     Count        Row %     Count      Row %
          206                   1       .7%            6      3.1%              19      9.8%          121           63.3%           44     23.1%       192     100.0%
          222,
                               16      1.5%           31       3.0%           133       12.8%          591          57.0%       265        25.6%      1036      100.0%
          224-229
  Route   400-405,
  group   900,
                                6      1.2%           11       2.4%             63      13.3%          239          50.3%       156        32.8%      474       100.0%
          411-415,
          430
          440-443,
                                7      2.1%            7       2.1%             47      13.7%          181          52.5%       102        29.6%      345       100.0%
          450-455
  Total                        30      1.5%           56       2.7%           262       12.8%         1132          55.3%       567        27.7%      2047      100.0%




Table 15                             Overall Satisfaction – Outer North East

                                                      Q1.11. Overall satisfaction with this bus/train/tram trip                                         Total
                                                                        Neither satisfied nor
                       Very dissatisfied        Dissatisfied                dissatisfied               Satisfied              Very satisfied
                       Count        Row %     Count        Row %        Count        Row %        Count           Row %     Count        Row %     Count      Row %
          500 & 530             4       .9%           12      2.5%              68     14.2%          257           53.7%       137        28.7%       478     100.0%
          505-509,
                                5     1.2%             5       1.4%             41      10.5%          232         59.4%        108       27.6%       390       100.0%
          520, 522
          511-513,
  Route   515-517,
                                6      .4%            24       1.5%           211       13.4%          903         57.5%        428       27.2%      1571       100.0%
  group   521,
          540-546
          550-2, 518            1      .3%             1        .5%             32      11.7%          164         59.7%            76    27.7%       274       100.0%
          576-7, 519            0      .3%             3       1.5%             19      10.5%          113         61.2%            49    26.6%       184       100.0%
          560                   2     1.9%             1       1.0%             13      10.5%            65        51.1%            45    35.6%       127       100.0%
  Total                        18      .6%            46       1.5%           385       12.7%         1733         57.3%        843       27.9%      3025       100.0%




A report for the PTB                                                    Project: 00278                                                                       Page 29
April 2001
Table 16                            Overall Satisfaction – North South

                                                          Q1.11. Overall satisfaction with this bus/train/tram trip                                             Total
                                                                            Neither satisfied nor
                       Very dissatisfied            Dissatisfied                dissatisfied                 Satisfied             Very satisfied
                       Count        Row %         Count        Row %         Count        Row %        Count           Row %     Count        Row %     Count        Row %
          181-182              6       1.6%               17      4.7%               56     15.9%          187           52.7%           88     25.0%       354       100.0%
          190-192,
                               7       1.7%               9         2.2%             62     14.9%            239         57.9%           96     23.2%      413          100.0%
          195-198
          201-203              4       1.8%               9         4.4%             29     14.7%            114         57.1%           44     22.0%      199          100.0%
          204,
                               8       2.3%               13        3.8%             59     17.3%            175         51.3%           86     25.2%      341          100.0%
          207-209
          210-218,
                               2           .3%            34        4.8%          103       14.8%            398         57.1%       161        23.0%      698          100.0%
          618
          231-233,
                               4       1.3%               15        4.8%             51     16.6%            177         57.0%           63     20.4%      311          100.0%
          311-316
          235-237              1           .7%            3         2.3%             25     18.4%             71         52.3%           36     26.3%      136          100.0%
          241                  0           .3%            5         4.4%             18     15.6%             62         54.6%           28     25.1%      113          100.0%
  Route
  group   243-248,
                               11      2.0%               17        3.1%             63     11.6%            313         58.1%       136        25.2%      540          100.0%
          600
          253, 255,
                               6       1.0%               14        2.3%             71     11.9%            342         56.9%       168        28.0%      601          100.0%
          301-307
          260-266              3           .9%            11        3.5%             59     18.4%            169         52.7%           78     24.3%      321          100.0%
          291-292              1       1.2%               2         1.5%             15     13.2%             69         60.1%           28     23.9%      116          100.0%
          296-297              1           .8%            5         3.0%             16     10.1%            102         62.7%           38     23.4%      163          100.0%
          360-361              2       2.7%               2         3.8%             10     18.0%             26         44.8%           18     30.6%        58         100.0%
          601, 602             1       1.6%               1         1.6%             5        7.7%            31         47.2%           28     41.9%        66         100.0%
          650-652              1       1.4%               2         2.9%             7      12.9%             34         61.9%           11     21.0%        54         100.0%
          728-729,
                               0           .3%            1         1.3%             9      10.8%             50         59.3%           24     28.3%        84         100.0%
          738-739
  Total                        57      1.3%           158           3.5%          660       14.5%          2560          56.1%      1131        24.8%     4566          100.0%




Table 17                            Overall Satisfaction – Hills

                                                           Q1.11. Overall satisfaction with this bus/train/tram trip                                            Total
                                                                            Neither satisfied nor
                        Very dissatisfied            Dissatisfied               dissatisfied                 Satisfied             Very satisfied
                       Count        Row %         Count        Row %         Count        Row %         Count          Row %     Count        Row %     Count           Row %
          161-166,
                                3           .8%           10        2.7%             47      13.1%           218         60.0%           84     23.3%       362          100.0%
          828
  Route
  group   193-194               0      1.1%                0        2.2%              3      14.5%              14       62.0%            4     20.1%           22       100.0%
          820-822               1      2.3%                0         .5%              6      12.8%              26       55.3%           14     29.2%           48       100.0%
  Total                         4      1.0%               11        2.5%             57      13.1%           257         59.6%        103       23.8%       432          100.0%




Table 18                            Overall Satisfaction – Outer South

                                                           Q1.11. Overall satisfaction with this bus/train/tram trip                                            Total
                                                                            Neither satisfied nor
                        Very dissatisfied            Dissatisfied               dissatisfied                 Satisfied             Very satisfied
                       Count        Row %         Count        Row %         Count        Row %         Count          Row %     Count        Row %     Count           Row %
          680-682               2      1.1%                3        2.2%             27      16.9%              85       53.8%           41     26.0%       159          100.0%
          701-702                                          1        3.1%              2       7.7%               8       36.9%           12     52.3%           22       100.0%
          720                   5      2.4%                3        1.5%             28      12.7%           131         58.7%           55     24.7%       223          100.0%
          TL6-8,72
          1, 722,
                                6           .9%           12        1.8%           103       15.2%           439         65.1%        114       16.9%       674          100.0%
          725,
  Route   711-716
  group
          723,
          724,726,
                                2           .9%            5        2.2%             36      14.8%           149         61.1%           51     20.9%       244          100.0%
          727, 733,
          734, 737
          741-2,
          743-745,              5      2.1%                3        1.6%             32      14.4%           116         52.7%           65     29.2%       221          100.0%
          747
  Total                        20      1.3%               29        1.9%           227       14.7%           929         60.2%        337       21.9%      1543          100.0%




A report for the PTB                                                       Project: 00278                                                                       Page 30
April 2001
Table 19                             Overall Satisfaction – East West

                                                        Q1.11. Overall satisfaction with this bus/train/tram trip                                                 Total
                                                                          Neither satisfied nor
                      Very dissatisfied             Dissatisfied              dissatisfied                Satisfied                 Very satisfied
                     Count       Row %         Count         Row %         Count       Row %         Count          Row %      Count          Row %          Count        Row %
          100                6      1.4%            10          2.2%            75       16.1%           243          52.0%        132          28.3%            467       100.0%
          102-106            9       1.5%              21          3.8%         100       18.1%           330         59.5%            94       17.0%           554        100.0%
          112-118            6       1.3%              20          4.5%          57       12.6%           256         56.6%           113       24.9%           452        100.0%
          121-124            1          .5%             4          1.2%          45       14.4%           182         58.2%            80       25.8%           312        100.0%
          130-137            7       1.3%              23          4.3%          70       12.8%           330         60.7%           113       20.9%           543        100.0%
          141-145            1          .2%            11          3.0%          47       12.7%           218         58.6%            94       25.5%           371        100.0%
          151-155            2          .7%             4          1.0%          47       13.4%           204         58.2%            94       26.8%           351        100.0%
          167-168            4       1.9%               7          3.4%          35       17.4%           115         56.8%            42       20.5%           203        100.0%
          171-172            4       1.2%               8          2.5%          38       11.1%           204         60.4%            83       24.8%           337        100.0%
  Route
          175-179            1          .3%            11          2.3%          62       13.4%           273         59.4%           113       24.5%           460        100.0%
  group
          272-273            2          .9%             2           .9%          33       12.0%           178         63.8%            63       22.5%           279        100.0%
          275-278            4       1.3%               3           .9%          41       12.0%           196         57.4%            97       28.4%           341        100.0%
          280-282            3       1.7%               2          1.0%          15        8.6%            93         54.0%            60       34.8%           172        100.0%
          286-287            3       1.2%              10          3.8%          38       14.5%           160         60.7%            52       19.8%           264        100.0%
          330-336            8       3.4%               5          2.0%          23        9.8%           105         44.1%            97       40.7%           238        100.0%
          340-345            1       1.0%               4          3.5%          11        9.4%            68         56.9%            35       29.2%           119        100.0%
          370                1       4.0%               0          1.0%           1        5.9%            10         48.5%              8      40.6%            20        100.0%
          580-581            1          .8%             2          1.5%          14       12.5%            59         52.7%            37       32.6%           113        100.0%
          604-607            0          .6%             0           .6%           2        5.6%            12         31.7%            23       61.7%            37        100.0%
  Total                     66       1.2%             147          2.6%         756       13.4%          3234         57.4%          1430       25.4%          5633        100.0%




Table 20                             Overall Satisfaction – CityFree

                                                    Q1.8. Overall satisfaction with this CityFREE trip                                                          Total
                                                      Neither satisfied nor
                            Dissatisfied                  dissatisfied                       Satisfied                   Very satisfied
                       Count         Row %             Count           Row %          Count          Row %             Count           Row %            Count          Row %
           99B                                                     4      2.0%                66       36.6%               111           61.4%              180         100.0%
  Route
           99C                   1            .6%                  3       3.0%               33         37.6%                 51            58.8%             87         100.0%
  Total                          1            .2%                  6       2.3%               99         36.9%                162            60.5%            267         100.0%




Table 21                             Overall Satisfaction – Rail (Train and tram)

                                                      Q1.11. Overall satisfaction with this bus/train/tram trip                                                        Total
                                                                          Neither satisfied nor
                    Very dissatisfied               Dissatisfied              dissatisfied                 Satisfied                 Very satisfied
                    Count        Row %         Count        Row %          Count       Row %         Count          Row %       Count           Row %         Count         Row %
          Tram               2       .3%            13         1.8%             90       12.6%           383          53.4%         229           32.0%           717        100.0%
          61-63          15          2.0%             14           1.7%         101       13.1%            466         60.1%            179          23.1%          776        100.0%
  Route
          41-46          14          1.4%             22           2.1%         161       15.6%            613         59.1%            227          21.9%       1037          100.0%
  group
          82                 2       .6%                9          2.8%          54       16.9%            203         63.3%             53          16.5%          320        100.0%
          71-73          14          1.1%             19           1.6%         245       20.4%            696         57.9%            228          19.0%       1203          100.0%
  Total                  47          1.2%             76           1.9%         652       16.1%          2361          58.3%            916          22.6%       4052          100.0%




A report for the PTB                                                       Project: 00278                                                                              Page 31
April 2001

				
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Description: Customer Satisfaction Survey of Adelaide Metropolitan Train, Tram ...