Translink Customer Satisfaction Survey

[Ianb]

Translink have started a customer satisfaction survey.

It takes about 45 minutes on the computer to complete, and they offer 20 of $50 go card credits as incentive.

The percentage complete indicator is about as accurate as Windows Explorer file copy times (that is, not at all).

They had a person giving out the "login" cards at Springwood bus station on Monday, and the survey runs until March. They take personal details against each login when handing out the login cards.

Like all surveys there is a definite element of asking questions to get the desired outcome, and zero free text feedback opportunities.

There are a number of demographic questions that have no discernible role in providing better transport services. Do buses need different features for males versus females or full time employed versus casual ?

About half of the survey is very detailed questions on ONLY the LAST trip you took - which is basically a waste as the sample is one trip. It wasn't even a trip, but rather a leg of a trip. They assume one operator (Logan Buses in my case) and focus on that.

I am waiting for the "give us ideas on how to improve the systems" survey. I won't hold my breath....

Can't wait to see how they cherry-pick and spin the results just in time for the state election....

Cheers
Ian

[#Metro]

Sigh.

I don't even know why they bother with these surveys. I mean, what's not to know?
There are many sources of data - ABS Census, GoCard, previous rubbish bin surveys and so forth.

Failure to include free text - terrible..

[Golliwog]

Demographics questions are useful as they let you tailor things to the target audience. You would worry more about what a full time office worker required in the morning/evening peak, than you would a shift worker, as they each have their own trip taking characteristics.

As for the specifics of the other questions, who knows. They may be aiming to rework the Logan bus network next, hence focussing on your use of their network.

As for the "give us ideas on how to improve the systems" survey, they have a feedback form on their website where you can give them suggestions, at anytime, not just when they're conducting a specific survey.

[Derwan]

I did the survey.  It is quite comprehensive.  It's done by Q & A Market Research (presumably engaged by TransLink instead of doing its own useless surveys).

Yes - there is a whole bunch of questions on your "last trip", but it had basically the same questions for "in general".  Just remember, if 1000 people respond to the survey, that's 1000 individual trips that are surveyed - as well as people's general views.

We had a chance to respond to questions about frequency - both in and out of peak - along with other topics such as the Go Card and fares.

The right questions were asked.  Let's hope the results are made public and that TransLink actually listens to what people have to say.