Customer Service Satisfaction Survey (TRAC) Transit Riders Advisory - PowerPoint PPT Presentation

REVISED 2-16-16 Customer Service Satisfaction Survey (TRAC) Transit Riders Advisory Committee Finance & Performance Management Committee Planning Committee February 16 & 17, 2016

REVISED 2-16-16 Top 10 Customer Importance Factors • Time, price and frequency are the most important service factors for customers. 3000 2500 Weighted Rank 2000 1500 Sum 1000 500 0 Question: Rank the items in order of importance 16 7

REVISED 2-16-16 Availability • More than 80% of customers are satisfied with PSTA’s service coverage • Less than 70% of customers are satisfied with the service times and frequency. The bus routes are conveniently 82 located for % me The buses operate on the days 69 & times I % need 0 20 40 60% 100 % % % 80 % % % Answering “Strongly Agree” or “Agree” 8

REVISED 2-16-16 Driver CustomerService • Nearly 90% of customers agree that the buses are well driven. • Over 75% of customers agree that the bus drivers are helpful and courteous. The bus is well driven 87% Bus drivers are helpful and 76 courteou % s 0 20% 40% 60% 80% 100% % % Answering “Strongly Agree” or “Agree” 9

REVISED 2-16-16 Time • 76% of customers agree that trip times are reasonable. • 61% of customers agree that buses usually run on time. The bus gets me to my destination in a 76 reasonable amount of % time The bus usually runs on time 61 % 0% 20% 40% 60% 80% 100% % Answering “Strongly Agree” or “Agree” 10

REVISED 2-16-16 Issues ofImportance On-Time Performance On-Time Performance has high importance and low satisfaction: • 61% of customers agree that buses run on time. Recommendations: • Conduct a root cause analysis for On-Time Performance. • Initiate process improvement initiatives based on the results of the root cause analysis. • As On-Time Performance improves, create an onboard campaign for customers to recognize positive On-Time Performance. 11

REVISED 2-16-16 Customer Service • Approximately 62% of customers agree that PSTA Customer Service representatives are helpful and courteous. • Less than 55% of customers feel that their calls are answered promptly. Customer Service representatives 62 are % helpful and courteous When contacting Customer 54 Service, my calls are % answered promptly 30 40 50 60 70 % % % % % % Answering “Strongly Agree” or “Agree” 15

REVISED 2-16-16 Contacting CustomerService Approximately 34% of customers have contacted PSTA customer • service in the past 3 months. 84% of customers who contacted PSTA feel that their issue was • resolved. If yes, was your issue resolved? Have you contacted PSTA with a question, concern or 90% 84% complaint in the last 3 80% months? 70% 60% Yes 50% 34% 40% 30% No 16% 66% 20% 10% 0% Yes No 16

REVISED 2-16-16 Issues ofImportance Satisfaction with PSTA Customer Service The Satisfaction with Customer Service category received the lowest levels of customer satisfaction: • 54% of customers agree that their calls are answered promptly when calling Customer Service. • 62% of customers agree that PSTA Customer Service representatives are helpful and courteous. Recommendation: • Conduct an analysis of Call Center demand verses availability to maximize staffing resources • Provide additional customer service training for Call Center staff • Develop call handling scripts and procedures • Implement scorecard to monitor and manage Call Center performance at the department and individual level 17

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REVISED 2-16-16 Overall Satisfaction • Nearly 80% of customers express overall satisfaction with PSTA service. • 97% of customers feel that service quality has improved or stayed the same over the past year. Overall Satisfaction with PSTA Service Quality Over Service Past Year 44 59 % % 34 % 38 % 17 % 3 2 3 % % % Very Satisfied Neutral Dissatisfied Very Improved Stayed about Gotten worse Satisfied Dissatisfied the same 22

REVISED 2-16-16 Customers’ experience with other public transit agencies • Approximately 42% of customers have ridden public transit in other cities. • 74% of customers who have ridden transit elsewhere feel that PSTA’s service is the same or better. If yes, how does PSTA compare? Have you ridden public transit in other cities? 43% 31 % 26 Yes % 42% No 58% Better Worse About the same 24