Net Promotor Score (NPS): AvonLink PROMOTERS (n=32) PASSIVES (n=10) DETRACTORS (n=3) Why would you recommend Transwa AvonLink so What would Transwa have to do to get you to rate What is preventing you from recommending strongly? them a 9 or 10? Transwa AvonLink more strongly? Positive re staff-driver (good / friendly / 31 Food – Healthier / more variety / helpful / informative etc.) 40 vegetarian Easy / convenient / better than driving / 31 easy to access-use Not as convenient / extend areas Affordable / Concessions / Cost effective / 19 (Connections / flexibility / frequency 40 33 Cheaper than flying Not as convenient (Connections / etc.) flexibility / timing / frequency etc.) Relaxing / quiet / Stress free / Not as 19 tiring 16 Fares – Cost / concessions etc 20 Nice scenery / enjoy the view 12 Comfortable / ambience Timetable / connection / frequency good / 20 Late / breakdowns 12 direct etc) General positive comment (Pleasant / 12 Need Wifi / Charging facilities / enjoy trip / good journey Power points (should be free / not Other facilities – better / more 10 33 9 working) Reliable / punctual 9 Good service / organised Wifi / charging facilities / power 10 Gets you from A to B / Useful service/ points 9 Good if you have no car-rural towns PROMOTIONAL STRATEGY GROWTH AND BUSINESS BUSINESS RETENTION STRATEGY What we say about our service IMPROVEMENT STRATEGY Key barriers to address / manage Where we invest in improving our service How likely would you be to recommend Transwa AvonLink services? How likely would you be to recommend Transwa AvonLink services?
Net Promotor Score (NPS): Prospector PROMOTERS (n=300) PASSIVES (n=176) DETRACTORS (n=66) Why would you recommend Transwa Prospector What would Transwa have to do to get you to rate What is preventing you from recommending so strongly? them a 9 or 10? Transwa Prospector more strongly? Seating – Uncomfortable / need leg room / 15 Entertainment - change more often / 28 22 Comfortable / ambience hard / supply pillows doesn't work / need better Easy / convenient / better than driving / 18 15 14 easy to access-use Late / breakdowns Customer service 17 Entertainment good (music / TVs etc.) Seating – Uncomfortable / need leg 14 12 Late / breakdowns / too early room / hard / pillows available 16 Affordable / Concessions / Cost effective Food – Healthier / more variety / / Cheaper than flying 14 11 16 vegetarian etc. Positive comment Relaxing / quiet / Not as tiring 11 Positive comment 14 Entertainment - change more often / doesn't 9 Good service / organised work / need better / too loud 13 7 Have EFTPOS available General positive comment Food-beverages – Healthier / more variety / 8 12 vegetarian 7 Food available / good food Wifi / charging facilities / power points Slow / Quicker by other methods / it's a long 8 11 Slow / Quicker by other methods / it's a way / too many stops Clean 6 long way 11 Don't know / No reason / haven't been on it 8 Seats – comfortable / leg room good 4 long enough Other facilities – better / more 7 Nice scenery / enjoy the view 6 Have eftpos available / ATM 4 Airconditioning - too cold / no control of 7 Reliable / punctual 5 4 No need for it / They wouldn't use it 5 Fares – Cost / concessions etc. Spacious / Able to move around / Not crowded PROMOTIONAL STRATEGY GROWTH AND BUSINESS BUSINESS RETENTION STRATEGY What we say about our service IMPROVEMENT STRATEGY Key barriers to address / manage Where we invest in improving our service How likely would you be to recommend Transwa Prospector services?
Net Promotor Score (NPS): Coach Services PROMOTERS (n=146) PASSIVES (n=44) DETRACTORS (n=20) Why would you recommend Transwa Coach What would Transwa have to do to get you to rate What is preventing you from recommending Services so strongly? them a 9 or 10? Transwa Coach Services more strongly? 20 Reliable / punctual 16 Positive comment 20 Easy / convenient / better than driving / 18 Positive comment easy to access-use 8 Good service / organised Entertainment - change more often 14 8 / doesn't work / need better Clean 10 Gets you from A to B / Useful service / 7 Customer service Good if you have no car-rural towns Better stops-comfort stops (better 7 Efficient / effective 7 facilities at etc.) Booking / check in / platform services 5 good Don't know / No reason / haven't 5 3 Entertainment good (music / TVs etc) been on it long enough Fares – Cost / concessions etc. 5 3 Other good facilities-services provided PROMOTIONAL STRATEGY GROWTH AND BUSINESS BUSINESS RETENTION STRATEGY What we say about our service IMPROVEMENT STRATEGY Key barriers to address / manage Where we invest in improving our service How likely would you be to recommend Transwa Coach services?
Satisfaction with Cost of Fares 25
Perceived value for money has remained consistent with last year and satisfaction ranges between 69% and 88% across the individual services. 26
Satisfaction With Cost Of Fares % of respondents 75 75 75 74 73 73 72 72 71 71 70 69 69 69 68 67 8 8 8 8 8 7 7 7 7 6 6 6 5 5 5 4 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 (n=912) (n=776) (n=1170) (n=874) (n=936) (n=970) (n=857) (n=893) (n=976) (n=1167) (n=1260) (n=1244) (n=1502) (n=1227) (n=1269) (n=1178) Excellent/Good Value Quite/Very expensive How would you describe the cost of fares...?
Satisfaction With Cost Of Fares Range 69%-88% % of respondents Range 3%-11% 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Australind - Excellent/Good Value Australind - Quite/Very Expensive AvonLink - Excellent/Good Value AvonLink - Quite/Very Expensive MerredinLink - Excellent/Good Value MerredinLink - Quite/Very Expensive Prospector - Excellent/Good Value Prospector - Quite/Very Expensive Coach - Excellent/Good Value Coach - Quite/Very Expensive How would you describe the cost of fares...? Results for AvonLink separated in 2010 to show AvonLink and MerredinLink separately
Satisfaction With Cost Of Fares 75 88 80 78 71 69 % of respondents 32 30 40 22 37 33 56 49 45 41 40 36 2 2 6 6 7 11 2 1 1 1 1 2018 MerredinLink Coach Australind Prospector AvonLink Excellent Value Good Value Quite Expensive Very Expensive How would you describe the cost of fares...?
Satisfaction with Aspects of this Trip
Australind 32
Satisfaction among Australind patrons remains strong across all trip measures and there has been a significant drop in dissatisfaction with punctuality from 6% to 3%. 33
Satisfaction With Specific Aspects Of This Trip Australind Patrons 2018 96 96 95 91 90 88 87 83 82 30 28 % of respondents 48 30 24 28 53 42 60 62 61 57 58 55 48 46 42 36 1 2 3 4 4 1 1 2 2 1 1 2 1 1 Onboard staff Cleanliness Station staff Comfort level Appearance of Punctuality Appearance of Time taken Facilities & Quality manners manners terminating station boarding station of food Very Satisfied Satisfied Dissatisfied Very Dissatisfied
Satisfaction With Specific Aspects Of This Trip: Australind Patrons ON-BOARD STAFF MANNER CLEANLINESS ON BOARD STATION STAFF MANNER COMFORT LEVEL 96 97 97 97 100 95 95 95 96 96 96 94 96 97 97 97 96 95 96 97 97 96 91 93 92 91 90 94 91 94 96 97 95 88 88 90 89 89 84 84 86 87 87 91 5 5 5 5 4 3 3 3 2 2 2 2 2 2 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 0 0 0 0 0 0 0 0 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 TERMINATING STATION BOARDING STATION LENGTH OF TIME TO COMPLETE APPEARANCE PUNCTUALITY APPEARANCE THE TRIP 90 93 95 97 95 95 96 93 95 87 88 83 90 90 86 91 90 90 91 85 87 87 81 82 84 81 85 87 84 86 88 86 90 83 82 83 86 80 85 83 84 86 83 83 8 7 6 6 6 6 6 5 5 5 5 4 4 4 4 4 4 3 3 3 3 3 3 3 3 3 3 3 3 2 2 2 2 2 2 2 2 2 1 1 1 0 0 0 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 80 75 79 84 83 82 72 70 69 70 FACILITIES AND QUALITY OF 58 FOOD ON BOARD 7 6 6 5 5 5 5 5 4 4 3 BLUE Significant Difference to '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 Previous Wave RED
Avon Link 37
There have been large improvements among AvonLink trip aspects, including comfort level, length of time to complete the trip and boarding station appearance. 38
Satisfaction With Specific Aspects Of This Trip AvonLink Patrons 2018 100 100 97 95 95 94 89 89 36 27 27 53 % of respondents 53 61 49 64 67 64 62 47 42 40 36 31 7 7 9 2 Comfort level Time taken Cleanliness Onboard staff manners Station staff manners Appearance of Appearance of Punctuality boarding station terminating station Very Satisfied Satisfied Dissatisfied Very Dissatisfied
Satisfaction With Specific Aspects Of This Trip: AvonLink Patrons LENGTH OF TIME TO ON-BOARD STAFF MANNER COMFORT LEVEL COMPLETE THE TRIP CLEANLINESS ON BOARD 93 98 94 95 100 100 95 98 93 94 97 93 94 91 94 93 93 95 97 96 95 97 96 96 95 92 95 86 89 82 89 92 86 91 88 87 80 85 85 83 79 73 73 67 11 9 9 8 8 8 7 6 6 5 5 5 5 5 4 3 3 3 3 2 2 2 2 2 2 1 1 1 1 1 1 1 1 1 0 0 0 0 0 0 0 0 0 0 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 BOARDING STATION TERMINATING STATION STATION STAFF MANNER APPEARANCE APPEARANCE PUNCTUALITY 95 89 95 93 98 94 94 88 88 92 88 94 95 93 94 95 94 86 92 84 82 88 89 87 90 83 84 84 89 80 80 78 70 77 77 75 79 75 72 66 70 75 73 75 3 11 6 11 11 5 11 7 9 9 4 10 9 7 6 7 5 5 7 3 3 5 4 4 2 4 3 2 2 2 2 2 2 1 1 1 0 0 0 0 0 0 0 0 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18
Merredin Link 42
While satisfaction with MerredinLink trip aspects range between 82% and 100% satisfaction, comfort level and terminating station appearance have dropped – albeit from a very high level. 43
Satisfaction With Specific Aspects Of This Trip MerredinLink Patrons 2018 100 99 95 95 93 89 89 82 30 39 46 28 % of respondents 37 45 35 35 65 60 61 56 54 54 50 47 2 2 2 4 4 Cleanliness Onboard staff manners Appearance of Station staff manners Comfort level Appearance of Time taken Punctuality boarding station terminating station Very Satisfied Satisfied Dissatisfied Very Dissatisfied
Satisfaction With Specific Aspects Of This Trip: MerredinLink Patrons BOARDING STATION CLEANLINESS ON BOARD APPEARANCE STATION STAFF MANNER ON-BOARD STAFF MANNER 100 100 100 100 100 100 100 100 100 100 100 100 99 97 95 95 95 95 94 93 93 92 92 92 91 90 90 89 87 86 83 82 9 7 6 6 6 5 3 3 2 2 2 1 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 '11 '12 '13 '14 '15 '16 '17 '18 '11 '12 '13 '14 '15 '16 '17 '18 '11 '12 '13 '14 '15 '16 '17 '18 '11 '12 '13 '14 '15 '16 '17 '18 TERMINATING STATION LENGTH OF TIME TO APPEARANCE PUNCTUALITY COMFORT LEVEL COMPLETE THE TRIP 100 100 100 100 100 100 97 97 94 93 93 92 92 92 91 90 89 89 89 89 88 88 87 84 82 82 80 80 78 77 72 71 14 11 11 10 7 7 6 6 6 6 4 4 4 3 3 3 2 2 2 1 0 0 0 0 0 0 0 0 0 0 0 0 '11 '12 '13 '14 '15 '16 '17 '18 '11 '12 '13 '14 '15 '16 '17 '18 '11 '12 '13 '14 '15 '16 '17 '18 '11 '12 '13 '14 '15 '16 '17 '18
Prospector 47
The Prospector continues to maintain its strong appearance results in line with previous years. 48
Satisfaction With Specific Aspects Of This Trip Prospector Patrons 2018: Appearance Attributes 94 94 92 89 88 86 85 82 29 31 29 22 28 % of respondents 24 24 23 66 65 63 63 62 61 61 59 2 1 1 1 1 4 2 1 1 Cleanliness of the floor Cleanliness of seats Cleanliness of surface Cleanliness of windows External cleanliness Internal décor and Cleanliness of the External styling areas styling toilets Very Satisfied Satisfied Dissatisfied Very Dissatisfied
Satisfaction With Specific Aspects Of This Trip Prospector Patrons – Appearance Attributes CLEANLINESS OF SURFACE CLEANLINESS OF THE CLEANLINESS OF THE FLOOR CLEANLINESS OF THE SEATS AREAS WINDOWS 97 97 97 96 96 95 95 94 94 94 94 94 93 93 93 93 93 93 93 93 93 92 92 92 92 92 91 91 91 91 91 90 90 90 89 88 5 5 5 4 4 4 3 2 2 2 2 2 2 2 2 2 2 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 0 0 0 0 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 INTERNAL DECOR AND EXTERNAL CLEANLINESS OF EXTERNAL STYLING OF THE THE TRAIN STYLING TRAIN CLEANLINESS OF THE TOILETS 93 93 92 92 91 91 90 90 90 90 89 88 88 88 88 88 87 87 87 87 87 86 86 86 85 85 85 85 85 85 84 82 81 79 78 72 5 5 5 4 4 3 3 3 3 3 3 3 2 2 2 2 2 2 2 2 2 2 2 1 1 1 1 1 1 1 1 1 1 0 0 0 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18
In terms of performance attributes, satisfaction with reliability and on time departure and arrival has increased while dissatisfaction with speed of the trip has dropped. 51
Satisfaction With Specific Aspects Of This Trip Prospector Patrons 2018: Performance Attributes 85 80 76 74 % of respondents 26 20 31 21 59 56 53 49 3 6 8 9 1 1 3 2 Smoothness of the train On time departure and arrival Reliability / Unscheduled stops Speed of the trip Very Satisfied Satisfied Dissatisfied Very Dissatisfied
Satisfaction With Specific Aspects Of This Trip Prospector Patrons – Performance Attributes SMOOTHNESS OF THE TRAIN ON TIME DEPARTURE AND ARRIVAL 89 86 86 85 85 85 85 84 84 83 82 82 81 80 79 78 73 69 13 12 11 9 8 8 7 7 6 5 5 5 5 4 4 4 4 3 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 RELIABILITY / UNSCHEDULED STOPS SPEED OF THE TRIP 88 83 80 80 80 80 79 77 76 76 75 75 74 72 71 70 68 68 16 11 11 11 10 9 8 8 8 8 7 7 6 6 5 5 3 3 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18
There has been some significant improvements in terms of the entertainment system! Other interface attributes remain steady. 54
Satisfaction With Specific Aspects Of This Trip Prospector Patrons 2018: Interface Attributes (page 1) 93 90 90 89 89 83 78 31 24 28 28 % of respondents 22 42 22 65 62 62 62 61 56 47 3 3 4 5 8 1 1 1 1 1 1 3 Ease of using the doors Luggage storage facilities Ramps and handrails to Amount of leg room Seat upholstery Reclining angle of seats Comfort of seats / assist boarding / departing armrests Very Satisfied Satisfied Dissatisfied Very Dissatisfied
Satisfaction With Specific Aspects Of This Trip Prospector Patrons – Interface Attributes (page 1) LUGGAGE STORAGE RAMPS AND HANDRAILS TO AMOUNT OF LEG ROOM EASE OF USING THE DOORS FACILITIES ASSIST 95 95 94 94 93 93 93 92 91 90 90 90 90 90 90 90 90 89 89 89 89 89 89 89 88 88 88 87 87 86 86 86 86 86 85 84 12 6 5 5 5 5 5 4 4 4 4 3 3 3 3 3 3 3 2 2 2 2 2 1 1 1 1 1 1 1 1 1 1 0 0 0 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 COMFORT OF SEATS / RECLINING ANGLE OF SEATS SEAT UPHOLSTERY ARMRESTS 92 89 89 88 88 87 87 86 84 84 84 83 83 83 83 82 82 80 80 79 78 77 77 75 75 74 72 14 13 13 13 12 11 9 7 7 7 7 6 6 5 5 4 4 4 4 4 4 3 3 3 2 2 1 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18
Satisfaction With Specific Aspects Of This Trip Prospector Patrons 2018: Interface Attributes (page 2) 89 86 82 79 78 76 74 26 22 24 21 20 % of respondents 31 21 64 63 58 57 56 53 48 2 4 6 6 8 9 10 1 1 4 1 1 2 1 Operation & Stability of Toilet facilities Entertainment system Access to power for MP3 Entertainment system Entertainment system Entertainment system tables controls, headphones & players etc. performance audio content movie content buttons Very Satisfied Satisfied Dissatisfied Very Dissatisfied
Satisfaction With Specific Aspects Of This Trip Prospector Patrons – Interface Attributes (page 2) ENTERTAINMENT SYSTEM OPERATION AND STABILITY OF CONTROLS, HEADPHONES AND ACCESS TO POWER FOR MP3 TABLES TOILET FACILITIES BUTTONS PLAYERS, ETC. 92 91 91 90 89 89 87 87 87 86 86 86 86 86 86 85 84 82 82 83 81 83 80 80 78 80 79 79 77 77 74 72 71 70 69 61 11 9 9 8 8 9 7 7 8 5 7 7 5 5 5 5 3 5 5 5 4 4 4 4 3 3 3 3 3 3 3 2 2 1 1 1 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 ENTERTAINMENT SYSTEM ENTERTAINMENT SYSTEM ENTERTAINMENT SYSTEM PERFORMANCE AUDIO CONTENT MOVIE CONTENT 81 81 80 80 78 77 76 76 74 74 73 73 72 72 71 71 70 70 64 63 63 61 61 55 52 52 50 23 20 16 16 15 15 14 14 13 13 13 13 12 12 11 10 10 10 10 9 9 9 8 8 8 7 6 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18
Dissatisfaction with level of lighting and air conditioning on the Prospector has decreased substantially this year and satisfaction with the air conditioning is the highest it’s been in five years! 59
Satisfaction With Specific Aspects Of This Trip Prospector Patrons 2018: Environment Attributes 91 85 83 26 % of respondents 23 24 65 62 59 3 5 1 1 1 Level of lighting within the train Comfort level of the air-conditioning Amount of noise generated by the train Very Satisfied Satisfied Dissatisfied Very Dissatisfied
Satisfaction With Specific Aspects Of This Trip Prospector Patrons – Environment Attributes COMFORT LEVEL OF THE AIR LEVEL OF LIGHTING WITHIN THE CONDITIONING TRAIN 95 93 93 91 91 91 90 90 88 87 86 85 83 82 79 78 77 75 15 14 12 9 8 6 6 5 5 4 4 2 2 2 1 1 1 0 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 AMOUNT OF NOISE GENERATED BY THE TRAIN 87 86 86 85 84 83 83 83 83 4 4 4 4 3 3 3 3 2 '10 '11 '12 '13 '14 '15 '16 '17 '18
In terms of safety attributes, while dissatisfaction with visibility of and access to staff call buttons has gone down, more are dissatisfied with visibility of and access to evacuation exits. 62
Satisfaction With Specific Aspects Of This Trip Prospector Patrons 2018: Safety Attributes 90 88 81 75 25 25 % of respondents 21 19 65 63 60 56 1 3 4 5 1 1 1 2 Clarity and volume of the internal passenger Visibility of and access to the evacuation exits Visibility of emergency signage Visibility of and access to the staff call buttons announcement system Very Satisfied Satisfied Dissatisfied Very Dissatisfied
Satisfaction With Specific Aspects Of This Trip Prospector Patrons – Safety Attributes CLARITY AND VOLUME OF THE INTERNAL VISIBILITY OF AND ACCESS TO THE PASSENGER ANNOUNCEMENT SYSTEM EVACUATION EXITS 94 93 91 90 89 89 88 88 88 87 87 87 85 84 84 83 81 81 5 4 4 4 3 3 3 3 2 2 2 2 2 2 1 1 1 1 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 VISIBILITY OF AND ACCESS TO THE STAFF VISIBILITY OF EMERGENCY SIGNAGE CALL BUTTONS 88 87 84 83 82 82 81 81 81 80 76 76 75 75 73 72 72 67 11 11 10 8 7 5 5 5 5 5 4 4 4 4 3 3 2 1 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18
Satisfaction with on-board staff manner towards passengers and facilities and quality of food on board have improved significantly. Results across all other attributes remain consistent. 65
Satisfaction With Specific Aspects Of This Trip Prospector Patrons 2018: Other Attributes 91 90 88 87 69 21 26 % of respondents 39 40 16 66 62 52 53 50 1 2 2 3 10 1 1 1 1 2 Station staff manner towards Onboard staff manner towards Appearance of boarding station / stop Appearance of terminating station / Facilities and quality of food on board passengers passengers stop Very Satisfied Satisfied Dissatisfied Very Dissatisfied
Satisfaction With Specific Aspects Of This Trip Prospector Patrons – Other Attributes STATION STAFF MANNER TOWARDS ON-BOARD STAFF MANNER TOWARDS APPEARANCE OF BOARDING PASSENGERS PASSENGERS STATION / STOP 94 93 92 91 90 90 89 89 89 89 89 88 88 88 88 87 87 87 87 87 86 85 84 84 84 83 81 5 5 5 4 4 4 4 4 4 4 4 4 4 3 3 3 3 3 3 3 3 2 2 2 2 1 1 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18 APPEARANCE OF TERMINATING FACILITIES AND QUALITY OF FOOD STATION / STOP ON BOARD 87 86 86 85 81 81 79 78 76 75 72 70 69 68 65 63 63 62 16 14 14 12 12 10 8 8 7 4 3 3 3 2 2 2 1 1 '10 '11 '12 '13 '14 '15 '16 '17 '18 '10 '11 '12 '13 '14 '15 '16 '17 '18
Coach 69
Coach patron satisfaction remains very high and we’ve seen significant improvements in terms of the entertainment system! Also, dissatisfaction with staff station manner and punctuality dropped significantly to 0% this year. 70
Satisfaction With Specific Aspects Of This Trip Coach Patrons 2018 98 97 95 95 90 89 89 86 85 73 71 58 24 25 21 30 51 54 51 36 56 18 18 10 66 64 64 59 55 53 50 48 47 44 43 39 2 3 4 4 6 10 1 2 2 2 2 5 Cleanliness Station staff Onboard staff Punctuality Appearance of Appearance of Facilities on the Comfort level Time taken Entertainment Entertainment Facilities & manners manner terminating boarding station coach system system content Quality of food station equipment at stops Very Satisfied Satisfied Dissatisfied Very Dissatisfied
Satisfaction With Specific Coach Patrons 2018 Aspects Of This Trip CLEANLINESS ON BOARD STATION STAFF MANNER ON-BOARD STAFF MANNER PUNCTUALITY 99 96 95 97 96 97 93 96 91 97 98 98 97 96 96 98 95 94 94 98 97 95 91 89 89 90 91 94 94 95 97 96 97 96 94 92 93 95 95 90 94 94 95 95 3 3 2 2 2 2 2 2 2 2 2 2 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 TERMINATING STATION BOARDING STATION APPEARANCE APPEARANCE FACILITIES ON THE COACH COMFORT LEVEL 92 90 84 91 89 89 87 92 89 92 89 90 85 86 90 89 90 82 84 87 92 89 89 83 89 87 90 90 83 83 80 80 82 84 76 83 88 84 86 82 81 78 80 77 9 8 7 8 7 6 6 6 6 6 5 5 4 4 4 4 4 4 4 3 3 3 3 3 3 3 3 3 2 2 2 2 2 2 2 2 2 1 1 1 1 1 1 0 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 LENGTH OF TIME TO ENTERTAIMENT SYSTEM ENTERTAINMENT SYSTEM FACILITIES AND QUALITY OF COMPLETE THE TRIP EQUIPMENT CONTENT FOOD AT STOPS 67 63 69 73 71 64 70 64 58 69 62 59 65 63 63 59 60 59 63 77 76 79 78 80 86 78 85 86 84 85 60 55 47 49 54 54 57 54 54 56 53 45 50 46 22 21 16 13 18 15 21 14 12 12 12 6 15 17 20 14 8 19 15 15 16 15 8 12 12 18 14 12 14 15 13 9 9 8 8 7 6 6 6 5 5 5 5 4 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18
Ticketing & Timetabling 74
Usage of the online ticket and booking service increased further this year to an all time high of 44%. 75
Use Of Ticket Reservation Services % of respondents All time high 47 44 44 43 42 42 40 40 39 39 38 37 36 35 32 31 31 31 30 30 30 29 33 27 26 26 26 24 21 20 19 18 17 16 16 16 26 13 12 12 21 9 9 7 7 5 4 13 13 11 11 5 4 4 4 9 8 6 6 4 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Used telephone ticket reservation system Used the online ticket and booking service Used the Transwa booking office Used an Agent Bought on train Which of the following methods did you use to arrange your ticket for this trip...?
Use Of Ticket Reservation Services 9 13 16 17 18 7 26 2 25 % of respondents 29 42 44 55 34 11 4 3 4 35 3 53 31 35 35 27 14 4 2 2 2 2018 Australind AvonLink Prospector Coach Merredin Link Used telephone ticket reservation system Used the online ticket and booking service Used an Agent Used the Transwa booking office On board train Which of the following methods did you use to arrange your ticket for this trip...?
Satisfaction with the T elephone Ticket Reservation Service has increased slightly across all measures. 78
Satisfaction With The T elephone Ticket Reservation Service Time Taken To Answer The Call 94 93 93 93 92 92 91 91 90 90 90 87 83 82 81 81 % of respondents 5 5 5 4 4 4 4 4 3 3 3 2 2 2 1 1 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied How satisfied were you with the time taken to answer the call...?
Satisfaction With The T elephone Ticket Reservation Service Person’s Manner And Helpfulness 97 97 96 96 95 95 94 94 94 94 92 84 84 82 79 78 % of respondents 5 5 3 3 3 2 2 2 2 1 1 1 1 1 1 0 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied How satisfied were you with the person’s manner and helpfulness...?
Satisfaction With The T elephone Ticket Reservation Service Person’s Knowledge 97 96 96 95 95 94 94 94 93 92 89 83 83 82 79 % of respondents 77 5 5 4 3 3 3 3 2 2 1 1 1 1 1 1 0 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied How satisfied were you with the person’s knowledge...?
Satisfaction With The T elephone Ticket Reservation Service Overall Satisfaction 98 97 97 96 95 95 95 95 94 93 89 83 80 79 % of respondents 4 3 3 2 2 1 1 1 1 1 1 1 0 0 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied
Satisfaction with the online Ticket Reservation and Booking Service also remains very strong with more than 9 in 10 satisfied. 83
Satisfaction With The Online Ticket Reservation and Booking Service Overall Ease Of Using The System 95 94 94 94 93 93 93 91 89 89 85 81 80 78 % of respondents 76 5 5 5 4 3 3 2 2 2 1 1 1 0 0 0 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied How satisfied were you with the overall ease of using the system...?
Satisfaction With The Online Ticket Reservation and Booking Service Overall Speed Of The System 94 94 93 93 93 93 91 91 90 89 87 82 80 79 % of respondents 76 4 3 2 2 2 2 2 2 2 2 1 1 1 0 0 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied How satisfied were you with the overall speed of the system...?
Satisfaction With The Online Ticket Reservation and Booking Service Overall Satisfaction 98 94 93 93 93 93 92 90 90 89 85 84 83 79 % of respondents 4 2 2 2 2 2 2 2 2 2 1 1 0 0 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied
Slight improvements are also evident in terms of the Transwa Booking Office. 87
Satisfaction With The Transwa Booking Office Time It Took To Be Served 98 96 96 96 95 95 93 93 92 90 87 84 78 78 % of respondents 5 4 3 3 3 3 2 2 2 2 1 1 1 1 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied How satisfied were you with the time it took to be served…?
Satisfaction With The Transwa Booking Office Person’s Manner And Helpfulness 97 96 96 95 95 95 95 94 92 88 85 84 79 % of respondents 76 4 3 3 3 3 3 2 2 2 2 2 2 1 1 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied How satisfied were you with the person’s manner and helpfulness...?
Satisfaction With The Transwa Booking Office Person’s Knowledge 96 96 96 96 95 94 94 93 92 90 86 84 79 78 % of respondents 3 2 2 2 2 1 1 1 1 1 1 1 1 1 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied How satisfied were you with the person’s knowledge...?
Satisfaction With The Transwa Booking Office Overall Satisfaction 96 96 96 96 96 95 95 95 93 89 87 85 78 78 % of respondents 4 2 2 2 2 2 2 2 2 1 1 1 1 1 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied
There have been some slight drops in satisfaction with agents across all measures. 92
Satisfaction With The Agent Time It Took To Be Served 97 97 95 95 94 92 91 91 90 89 83 77 % of respondents 72 70 6 5 4 4 3 2 2 2 2 1 1 1 1 1 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied How satisfied were you with the time it took to be served...?
Satisfaction With The Agent Agent’s Manner And Helpfulness 100 98 97 96 96 95 94 91 91 90 84 78 % of respondents 72 71 5 5 4 3 3 2 2 2 2 1 1 0 0 0 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied How satisfied were you with the agent’s manner and helpfulness...?
Satisfaction With The Agent Agent’s Knowledge 95 95 94 93 93 93 92 89 89 83 81 % of respondents 76 70 68 11 6 5 4 4 2 2 2 2 1 1 1 0 0 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied How satisfied were you with the agent’s knowledge...?
Satisfaction With The Agent Overall Satisfaction 98 98 97 96 95 95 92 92 90 89 80 79 % of respondents 73 70 8 5 4 4 4 2 2 2 1 1 1 0 0 0 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied
Timetabling & Departure / Return time Preferences 97
Overall satisfaction with timetables is significantly lower this year, which is driven by Australind patrons. 98
Satisfaction With Timetables Availability of Timetables 86 83 82 82 82 82 81 79 79 78 76 % of respondents 73 73 71 71 70 6 6 6 5 5 5 5 5 5 5 5 5 4 4 3 3 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Satisfied Dissatisfied How satisfied are you with the availability of Timetables...?
Satisfaction With Timetables 2017 84/3 82 92 87 83 76 74 25 % of respondents 33 31 33 18 30 67 56 54 51 50 46 1 5 5 4 7 11 2 2 2018 MerredinLink Coach Prospector Australind AvonLink Very Satisfied Satisfied Dissatisfied Very Dissatisfied Significantly higher than Total Sample How satisfied are you with the availability of Timetables...? Significantly lower than Total Sample
This year, less are satisfied with current departure and return times and there is a higher preference for earlier times across all services except the Prospector. 101
Service Departure and Return Times: Australind Preferred Departure Time Preferred Return Time 80 79 78 78 76 76 75 75 75 75 75 75 74 74 74 74 74 74 73 73 73 73 71 71 71 69 68 68 68 % of respondents 63 62 62 23 19 19 19 18 18 18 18 18 17 17 17 17 16 16 16 16 15 15 15 15 15 15 14 14 13 13 13 14 12 12 11 15 14 11 13 13 13 12 12 12 12 12 11 11 11 9 10 8 7 7 9 9 9 8 6 8 8 6 6 7 7 7 7 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Earlier Later Same Note: Data will not always add to 100% due to Thinking about the departure and return times for the Australind, would you prefer they be earlier, later or the same as they are now...? respondents selecting ‘not applicable”.
Service Departure and Return Times: AvonLink Preferred Departure Time Preferred Return Time AvonLink + MerredinLink Data AvonLink Data AvonLink + MerredinLink Data AvonLink Data 80 77 76 75 75 74 74 73 71 71 70 70 69 67 67 66 66 65 65 % of respondents 64 61 61 58 54 52 51 50 46 42 39 43 31 30 28 26 26 24 22 21 20 20 19 19 18 18 17 16 16 16 16 15 14 13 12 12 11 10 9 19 17 16 15 15 14 4 13 13 13 13 12 12 12 11 11 10 10 10 9 9 9 8 8 7 7 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Earlier Later Same Note: Data will not always add to 100% due to Thinking about the departure and return times for the AvonLink, would you prefer they be earlier, later or the same as they are now...? respondents selecting ‘not applicable”.
Service Departure and Return Times: MerredinLink Preferred Departure Time Preferred Return Time 96 AvonLink + MerredinLink Data MerredinLink Data AvonLink + MerredinLink Data MerredinLink Data 93 90 85 77 76 76 76 75 75 75 75 75 % of respondents 74 74 73 70 70 68 67 66 66 66 65 65 61 61 57 28 26 24 22 22 21 20 19 18 18 18 17 16 16 14 14 14 13 13 12 12 12 12 11 10 10 9 17 7 15 14 4 14 13 12 12 12 12 12 11 11 5 0 10 10 10 10 10 10 9 9 8 8 6 0 0 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Earlier Later Same Note: Data will not always add to 100% due to Thinking about the departure and return times for the MerredinLink, would you prefer they be earlier, later or the same as they are now...? respondents selecting ‘not applicable”.
Service Departure and Return Times: Prospector Preferred Departure Time Preferred Return Time 78 77 77 77 77 77 77 76 73 72 72 72 72 71 71 71 71 70 70 70 69 69 69 68 67 67 67 66 66 65 % of respondents 64 63 23 22 20 20 20 20 19 19 18 18 18 18 18 18 18 17 17 17 17 16 16 16 15 15 15 14 14 14 14 13 12 12 10 8 17 16 15 14 13 13 13 13 12 12 12 12 12 11 11 11 11 11 11 10 9 9 9 9 8 8 7 6 6 6 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Earlier Later Same Note: Data will not always add to 100% due to Thinking about the departure and return times for the Prospector, would you prefer they be earlier, later or the same as they are now...? respondents selecting ‘not applicable”.
Service Departure and Return Times: Coach Services Preferred Departure Time Preferred Return Time 87 85 85 84 84 83 83 82 82 81 81 80 80 80 79 78 78 78 78 77 77 77 77 76 74 74 74 73 72 72 68 65 % of respondents 17 16 16 16 16 16 16 15 15 15 15 14 14 14 14 14 13 13 13 13 13 12 11 11 10 10 10 10 10 10 9 9 6 5 5 4 4 4 3 12 11 10 10 10 10 10 10 9 9 9 9 8 8 7 7 6 7 7 7 6 6 6 6 4 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Earlier Later Same Note: Data will not always add to 100% due to Thinking about the departure and return times for the Coach Services, would you prefer they be earlier, later or the same as they are now...? respondents selecting ‘not applicable”.
Marketing & Communications 107
Consistent with last year, the best way for Transwa to communicate with patrons in the future is via its website. 108
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