TransLink - Customer Satisfaction Survey

[ozbob]

http://translink.com.au/about-translink/what-we-do/customer-research/customer-satisfaction-survey

Customer Satisfaction Survey

TransLink would like to hear about your experience of public transport in South East Queensland so that we can continually improve our service.

Complete the online survey by the 30 September 2011, and you'll be automatically entered into the draw to win one of 20 x $50 go card travel credits or a pre-loaded $45 go card (with a $5 deposit).

Details --> here!

[p858snake]

Isn't this what that paper survey covered not long ago?

[Fares_Fair]

I wrote and telephoned Translink on behalf of commuters who had also written and telephoned TransLink about the 618 Bus service from the Sunshine Coast University that leaves 5 minutes before the connecting bus from Landsborough arrives ...  

The original issue raisers have gotten nowhere since 28 June, 2011.

That was on the 11 July, 2011.
Nothing, nada, zip, zilch and zero response.

Possibly because the CEO has been busy doing overseas interviews instead of his job.
No guessing what my survey input will say.

Regards,
Fares_Fair.

[Golliwog]

No, this survey looks more like what is used to come up with the customer satisfaction stuff in the Translink Tracker. Though theres more detail than just that so it may be similar to that paper survey, or it could be they are expanding the scope of what they put in the tracker. It is now a new financial year so it would make sense to make such a change now rather than mid year.

[dwb]

Here are some of my thoughts:
_interesting that "being efficient" includes frequency of service with travel time door to door and connections. I would think it should be separate.
_your last trip seemed to assume it was a peak/ M-F trip asking about the time you took the trip more or less using peak hourly cutoffs... shouldn't they already know this from Go card?! yes it might be to benchmark other questions, but still, they should have asked if it were a weekend trip.
_modal breakdown asked about time on each mode, not trips taken by mode. there is no way that this will be anywhere near reality, it is impossible to guesstimate. An easier questions would have been of the trips you make, how many to you make primarily by one mode.. ie ALL of my trips include a walk component that seems to get forgotten!
_there were LOTS of questions about my personal use of the internet that seemed irrelevant, unless they are trying to figure out if for instance they limit wifi to certain sites eg twitter, facebook, translink etc.

[Fares_Fair]

+1
The internet use and social website questions were way over the top IMHO.
They appear to go beyond what a TRANSLink provider would really require.

It's a mammoth one, and does take the best part of 15-20 minutes if done properly.

Regards,
Fares_Fair.

[Mr X]

I would have liked a more general section asking what OTHER routes we've taken and what our opinions are.
I could only give my comments on my 196 journey from FFG to home

[p858snake]

Can't go backwards on questions =( I entered my post code wrong...
I thought Translink didn't cover Taxis but there are questions regarding them?


Less than 25% done:
"We would like to thank you for taking the time to participate in our survey. Your opinions and responses are gratefully received and extremely important to us.

The survey is now closed due to overwhelming responses from people like yourself."

So i've answered my age, what my family doesn't do, that i don't use taxis and that I use the bus at least once a week.

[dwb]

Can't go backwards on questions =( I entered my post code wrong...
I thought Translink didn't cover Taxis but there are questions regarding them?


Less than 25% done:
"We would like to thank you for taking the time to participate in our survey. Your opinions and responses are gratefully received and extremely important to us.

The survey is now closed due to overwhelming responses from people like yourself."

So i've answered my age, what my family doesn't do, that i don't use taxis and that I use the bus at least once a week.

Interesting. it may be your age and gender as I believe they cap to get a demographic spread.

I also found the taxi questions interesting... I hope it means they are looking for data to support installing Go card readers as a payment method in taxis!!!

[Derwan]

I wasn't asked any questions about trains!  I said I regularly catch trains and occasionally buses.  I only catch the Spring Hill loop on the odd occasion so most of the questions were completely irrelevant.  (There is no fare, I don't use it as an alternative to driving a car, etc.)

About 50% was about buses and 40% about how I use the internet.  What a total waste of time!

[p858snake]

Interesting. it may be your age and gender as I believe they cap to get a demographic spread.

I guess, there would be I assume a fair coverage in the 18-24(?) age covering that covered my age.

[Golliwog]

Yeah, I got mine in in the 18-24 bracket yesterday with no issues.

[dwb]

I wasn't asked any questions about trains!  I said I regularly catch trains and occasionally buses.  I only catch the Spring Hill loop on the odd occasion so most of the questions were completely irrelevant.  (There is no fare, I don't use it as an alternative to driving a car, etc.)

About 50% was about buses and 40% about how I use the internet.  What a total waste of time!

Interestingly I said that I use buses a lot and trains infrequently and then spent ages answering questions about trains, but not buses :?

[Gazza]

I'm guessing thats it then, they must ask about the one you use less. I got mostly questions about bus due to being mostly a train user.

I made sure I gave the lowest possible feedback on the questions about their maps...TLs are terrible and too abstract compared to Adelaides!

[Derwan]

Regular users know too much!

[Gazza]

^Perhaps its about working out why people aren't using them much in the first place rather than speaking to the converted. In some ways it might be pointless because it comes down to what is near you which determines whether you use bus or train, but I guess it could help if it picks up about people not using feeder buses for trains etc.

[dwb]

Another of my friends did the survey and this is what she said:

"Most of my questions were about buses. There were some weird qns like how often the bus driver was smoking while driving and using mobiles while driving .... bit concerning really. Took ages too!"

[ozbob]

Ditto Dwb, I completed then survey a few days ago and it was basically about bus, with some go card.

Only speculation this, but it does seem TransLink is very reluctant to engage with public transport users in the form of bus Community Reference Groups for bus regions (similar to the Queensland Rail Line CRGs) this may be the way they are justifying that lack of engagement?  As I said only speculation on my behalf ...