NSW success


Customer satisfaction for public transport has increased in NSW, as well as growth for Opal card users

November 27, 2013

Transport for NSW has announced increased customer satisfaction for public transport, as more people are using Opal cards.

Minister for Transport Gladys Berejiklian says public transport patronage rose by 11 million in the past year to more than 550 million journeys, while customer satisfaction also increased.

The organisation has released all 2012-13 public transport annual reports and the first Customer Satisfaction Index, a scorecard that will be released annually to track the views of more than 35,000 customers which will help drive improvements and keep operators accountable.

"The surveys show an increase in customer satisfaction on all modes, which is encouraging, but I am the first to acknowledge that we have a long way to go to bring our public transport to a world class standard," says Berejiklian.

"After years of neglect, improvements like thousands of extra services, new real time apps and a greater focus on customer service is gradually making a difference."

Customer satisfaction for bus users grew from 79 per cent in 2012, to 85 per cent in 2013.

Berejiklian also says Opal customers have made more than one million journeys since electronic ticketing was introduced in Sydney last year.

Opal is being trialled on the 594/594H bus route between Hornsby, North Turramurra and Town Hall.

"I’m pleased so many customers are enjoying the advantages of Opal, with more than one million journeys taken since it was introduced last December," she says.

"There has been steady growth in the number of Opal journeys as the system expands and more customers realise they will never have to search for coins, or queue up to buy a ticket again."

In 2015, more than 5,000 buses and light rail will have Opal equipment operating in Sydney, the Hunter, Central Coast, the Illawarra, Southern Highlands and the Blue Mountains.

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