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Author Topic: TransLink Customer Satisfaction Monthly Snapshot August 2018  (Read 1191 times)

Offline ozbob

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« Last Edit: October 13, 2018, 01:58:45 AM by ozbob »
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Offline ozbob

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Re: TransLink Customer Satisfaction Monthly Snapshot August 2018
« Reply #1 on: October 13, 2018, 01:51:28 AM »
https://twitter.com/railbotforum/status/1050775854563749888
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Offline Stillwater

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Re: TransLink Customer Satisfaction Monthly Snapshot August 2018
« Reply #2 on: October 13, 2018, 04:10:41 AM »
I pose this question:  While affordability is an issue, no doubt, is a component of that measure 'value for money'?  In other words, would commuters say affordability is less of an issue if they thought they were getting a better service, especially frequency?  The Mon.-Thurs. then Friday timetable possibly could be seen as a 'poor service' by passengers.  Is their perception that they should pay lower fares on a Friday because the overall standard of service is below that of Mon.-Thurs.?  Perhaps TransLink should explore that aspect of customer sentiment.

Offline ozbob

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Re: TransLink Customer Satisfaction Monthly Snapshot August 2018
« Reply #3 on: October 13, 2018, 06:34:31 AM »
I have some serious concerns with the Monthly Snapshots in terms of survey methodology and robustness and whether it is a true reflection.  It is an unknown in so many respects. The monthly snapshots actually form much of the TransLink tracker so it is important we come to terms with this.

Contrast the TransLink approach to Transperth Annual Passenger Satisfaction Monitor 2018 https://www.transperth.wa.gov.au/About/Surveys-Statistics/Passenger-Surveys  See page 4, they spell it out ' What We've Done ' in terms of sampling, surveys, numbers, significance testing and so. This sort of information has never been forthcoming from TransLink (Surprised? Nope .. ).

A particular point with the TransLink monthly snapshots is accessibility KPI.  Talking to representatives of the PWD community they don't seem to be ever asked.  If you want to find out the impacts of lift outages etc. you don't ask able bodied passengers.  The lift outage problem is so bad I have set up a special link for people to check before they travel (see https://railbotforum.org/mbs/index.php?topic=13309.0 or http://seqliftsout.info/

I am thinking of putting in a RTI for how the monthly snapshot KPIs are actually determined.  Survey questions, sample sizes, significance testing, with particular reference to the accessibility and affordability KPIs.

 :bg:



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Offline Stillwater

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Re: TransLink Customer Satisfaction Monthly Snapshot August 2018
« Reply #4 on: October 13, 2018, 07:43:12 AM »
Yes, your comments go to the heart of the matter Ozbob.  Thanks.

Offline ozbob

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Re: TransLink Customer Satisfaction Monthly Snapshot August 2018
« Reply #5 on: October 13, 2018, 07:45:31 AM »
I am going to email first, and see what happens.

================

13th October 2018

Dear Mr Longland,

We are interested in finding out how the TransLink public transport performance snapshots  ( https://publications.qld.gov.au/dataset/translink-public-transport-performance-snapshots ) KPIs are determined. We have searched for a description of the methodology behind the snapshots but have not been successful.

We are particularly interested in the accessibility and affordability KPIs, all though relevant information on how all KPIs are determined is sought.  An example of the level of information we are after is given in the Transperth Annual Passenger Satisfaction Monitor 2018 page 4 ( https://www.transperth.wa.gov.au/About/Surveys-Statistics/Passenger-Surveys ).  Survey questions, sample sizes, significance determination method and so forth is the sort of information we seek.

Thank you.

Best wishes,

Robert

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Offline ozbob

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Re: TransLink Customer Satisfaction Monthly Snapshot August 2018
« Reply #6 on: October 13, 2018, 07:59:21 AM »
What's the frequency, Kenneth?  :P

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Offline ozbob

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Re: TransLink Customer Satisfaction Monthly Snapshot August 2018
« Reply #7 on: October 13, 2018, 09:50:57 AM »
Response received from Mr Longland already!

He indicated he will get the team to pull together the relevant details.

Thanks!

I am going to email first, and see what happens.

================

13th October 2018

Dear Mr Longland,

We are interested in finding out how the TransLink public transport performance snapshots  ( https://publications.qld.gov.au/dataset/translink-public-transport-performance-snapshots ) KPIs are determined. We have searched for a description of the methodology behind the snapshots but have not been successful.

We are particularly interested in the accessibility and affordability KPIs, all though relevant information on how all KPIs are determined is sought.  An example of the level of information we are after is given in the Transperth Annual Passenger Satisfaction Monitor 2018 page 4 ( https://www.transperth.wa.gov.au/About/Surveys-Statistics/Passenger-Surveys ).  Survey questions, sample sizes, significance determination method and so forth is the sort of information we seek.

Thank you.

Best wishes,

Robert

Robert Dow
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Offline InclusionMoves

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Re: TransLink Customer Satisfaction Monthly Snapshot August 2018
« Reply #8 on: October 13, 2018, 12:25:32 PM »
Absolutely echo these thoughts OzBob. Having had a disability since birth and therefore knowing others with disability for 38 years and working in the sector heavily over the last15 years I have NEVER met someone who has participated in this. That in itself raises a red flag. I have also never seen the questioning again despite asking many times during my many years sitting on the QR accessibility reference commitee. Again another red flag. We have all seen the result of less than optimal consulation in the recent past by QR and TMR. Lastly what happens with these results? Are there KPI's attached to them? If people raise particular concerns during the questioning are these matters dealt with?

So many questions,

Geoff   
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Offline Fares_Fair

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Re: TransLink Customer Satisfaction Monthly Snapshot August 2018
« Reply #9 on: October 13, 2018, 12:37:10 PM »
Response received from Mr Longland already!

He indicated he will get the team to pull together the relevant details.

Thanks!

I am going to email first, and see what happens.

================

13th October 2018

Dear Mr Longland,

We are interested in finding out how the TransLink public transport performance snapshots  ( https://publications.qld.gov.au/dataset/translink-public-transport-performance-snapshots ) KPIs are determined. We have searched for a description of the methodology behind the snapshots but have not been successful.

We are particularly interested in the accessibility and affordability KPIs, all though relevant information on how all KPIs are determined is sought.  An example of the level of information we are after is given in the Transperth Annual Passenger Satisfaction Monitor 2018 page 4 ( https://www.transperth.wa.gov.au/About/Surveys-Statistics/Passenger-Surveys ).  Survey questions, sample sizes, significance determination method and so forth is the sort of information we seek.

Thank you.

Best wishes,

Robert

Robert Dow
Administration
admin@backontrack.org
RAIL Back On Track https://backontrack.org

That's great to get a swift response.
Well done Robert.
Facts and truth need to be transparent.
Regards,
Fares_Fair


 

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