Transwa Road Coaches

Transwa road coach services on-time running has been consistent and in line with targets.

Regional school bus operations

This KPI measures school bus timetable reliability for rural mainstream services and special education school buses operating in the metropolitan area.

The on-time running for the regional school bus services was below the target for 2004/05 mainly due to unavoidable delays in transporting students with special needs on special education school buses. Routes are continually being reviewed to improve service reliability.

4 Level of overall customer satisfaction

The percentage of patrons that, overall, were satisfied with the services measures the public perception of the organisation’s performance in providing a high quality and attractive passenger service. The measure is derived from an extensive annual survey conducted by independent consultants who interview a large sample of passengers. Interviewers are assigned to various services and transit station locations over a four week period covering the working week and weekend. A questionnaire is used by the interviewer and respondents are asked to provide a wide range of responses regarding their views on public transport performance.

The Passenger Satisfaction Monitor (PSM) survey results provide an objective, unbiased view over time of patrons’ overall satisfaction with the system, e.g. safety, on-time running, courtesy of staff, service frequency and train and station amenities. The information is used by management to develop strategies for improving service performance and infrastructure.

Metropolitan and regional passenger services

Transperth Train Operations

For the Transperth Train PSM survey 2005, a total of 800 rail patrons were surveyed. The overall sample comprised of:

• Adults aged 18 years or over resident within the Perth metropolitan area;
• Current users of Transperth train services (excluding school students); and
• Patrons who travel on the train at least once per fortnight.

The sample error estimates are within + or – 6% at 95% confidence level for Transperth Train Operations.

The 2005 PSM survey shows that high customer satisfaction targets have been achieved.