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Author Topic: Customer Experience Survey - 2019 pilot  (Read 903 times)

Online ozbob

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Customer Experience Survey - 2019 pilot
« on: January 15, 2019, 02:30:24 PM »
https://translink.com.au/about-translink/reports-and-publications

Customer Experience Survey - 2019 pilot

TransLink is running a pilot project for a new Customer Experience survey, from January 2019. If you have a go card, have ‘opted in’ to receive information from us and have travelled recently, you may be chosen at random to receive an invitation to participate.

Customer surveys are undertaken all year round, to gather information about the network and customer’s experiences. This helps us understand customer expectations and inform services, passenger information, and ticketing.

You may receive an email, text message or phone call (if you are a regional customer or use a paper ticket or flash pass) be approached at a stop or station to answer questions about your experiences on public transport. The questions will be based on a recent trip you have taken.

The survey is undertaken by an independent market research company, and is being trialled in conjunction with our regular research during the first few months of 2019. Results of the surveys, and more information about how this impacts regular reporting, will be published once the pilot phase is complete.

If you haven't ever registered your go card, and would like the opportunity to participate in the survey at random, you can register it here.
Half baked projects, have long term consequences ...
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Online ozbob

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Re: Customer Experience Survey - 2019 pilot
« Reply #1 on: January 15, 2019, 02:34:40 PM »
https://twitter.com/railbotforum/status/1085032272233783297
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Offline techblitz

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Re: Customer Experience Survey - 2019 pilot
« Reply #2 on: January 15, 2019, 03:02:09 PM »
there is only so many times one can change the pigs lipstick before one realises its a lost cause...
They can fiddle with methods of delivery all they want......always going to get the same answers...

fares too expensive
too long in-between service upgrades
peak hour unreliability
poor frequency
overcrowding

eventually they will have to 'knuckle down' and act on those answers...

Online ozbob

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Re: Customer Experience Survey - 2019 pilot
« Reply #3 on: June 12, 2019, 04:34:14 AM »
This is going to replace the present sytem of assessing ' customer satisfaction '

From TMR Budget Paper  https://budget.qld.gov.au/files/2019-20%20TMR%20SDS.pdf





The thought has occurred to me that this might be an attempt to bury the chronically poor ' Affordability ' KPI.

Don't know about you, but the Dow family has received quite a few ' Customer experience ' survey emails ..
« Last Edit: June 12, 2019, 05:03:54 AM by ozbob »
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Online ozbob

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Re: Customer Experience Survey - 2019 pilot
« Reply #4 on: June 12, 2019, 04:44:39 AM »
https://twitter.com/railbotforum/status/1138517221372641281
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