NSW buses lagging behind

NSW PT user satisfaction hits new highs, but bus patrons are still the least satisfied

New South Wales (NSW) public transport users are becoming more satisfied with services they use across all modes but bus users are the least satisfied, according to the latest Transport for NSW (TfNSW) Customer Satisfaction Index released this week.

While bus user satisfaction is up from 87 per cent in November 2014 to 88 per cent in November last year – the report shows ferry customers are the most satisfied (97 per cent) followed by light-rail (92 per cent), then rail (90 per cent), with  bus customers reporting  the least satisfaction overall.

"We want more people to use public transport and having great people working on the network is one of the key ingredients in helping to make this happen," New South Wales (NSW) minister for transport and infrastructure Andrew Constance says.

"We’re investing heavily in our staff whether they’re a train or bus driver, a customer service rep or a rail signalling expert, because it’s important they all play their part in providing a great public transport experience for the people of NSW.

"The latest customer satisfaction figures are testament to their hard work and dedication."

More than 17,000 customers surveyed on factors including timeliness, safety, ticketing, convenience, accessibility, comfort, cleanliness  and customer service, helped to inform the report conducted in November last year.

Customers rated safety and security as the aspect they were most satisfied with across all modes, with 94 per cent feeling safe at public transport stops.

Satisfaction with train services has jumped significantly from 80 per cent in November 2014 to 90 per cent in November last year, which Constance puts down to improved train and station cleanliness and an increase in the number of frontline, customer-facing staff.

While bus user satisfaction is the lowest compared to other modes, satisfaction among bus patrons has improved from 79 per cent in November 2012 to 88 per cent in November last year.

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