A survey to gauge the levels of satisfaction among public transport users in Adelaide will launch this week to ensure continued high levels of customer service and to highlight potential areas for improvement.
The Adelaide Metro Customer Satisfaction Survey will seek feedback from passengers across the network about their overall experience on trains, trams, buses and at stations.
The survey will assess thoughts on the behaviour of drivers and other staff, cleanliness and appearance of buses, trains, trams, stations and interchanges, the availability and accuracy of information at stations and interchanges, and the driving manner of drivers across the network.
Minister for Infrastructure and Transport Corey Wingard said it’s important to understand how passengers feel about their travel experience to ensure they’re receiving the best public transport journey possible.
“We know more people caught buses, trains and trams 10 years ago than they did when the former Labor government left office and we are determined to fix that,” Minister Wingard said.
“We’re focused on modernising and improving our public transport system to help increase public transport patronage.
“This survey will also establish a baseline so that when Keolis Downer takes over the running of our train network in January, we can track the improvement in customer service satisfaction under their customer-focused delivery model.
“Encouragingly, the Service Reliability KPI results for Torrens Connect, who took over tram service in July, show they are exceeding their punctuality benchmark.”
From July to September peak trams were punctual 99.4% of the time, well above the benchmark of 95%.
For the same period, off-peak services were on time 98.6% of the time, more than 3% above the benchmark KPI.
Going forward, Adelaide Metro will run customer satisfaction surveys twice a year, with the second survey scheduled to be released in April 2021.
Customers are encouraged to sign up to be notified via email of each survey to ensure they don’t miss their chance to share their experience
These regular surveys form part of the public transport contracts and have a strong focus on improving services for customers, with specific Key Performance Benchmarks relating to performance and customer satisfaction criteria.
The online survey will remain open until 5pm on 20 November and can be completed at www.adelaidemetro.com.au