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The monitoring of Customer Satisfaction. Customer satisfaction survey of HCT BEST-survey Customer complaints. Customer satisfaction survey of HCT. the monitoring began in 1995 the interwievs are made in vehicles 11000 responds per year, continuing process reporting four times per year

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the monitoring of customer satisfaction
The monitoring of Customer Satisfaction
  • Customer satisfaction survey of HCT
  • BEST-survey
  • Customer complaints
customer satisfaction survey of hct
Customer satisfaction survey of HCT
  • the monitoring began in 1995
  • the interwievs are made in vehicles
  • 11000 responds per year, continuing process
  • reporting four times per year
  • 13 questions about quality and normal background info
  • results
slide8

BEST-project

  • (Benchmarking European Service of Public Transport)
  • *Started in 2000 and continues
  • International project with 9 european cities
  • Helsinki, Stockholm, Oslo, Copenhagen, Vienna, Berlin, Prague, Barcelona, Geneve
  • Several benchmarking groups
  • *The same survey in every city every year
  • -1000 telephone interwievs
  • -28 attitude questions
  • - 5 backgroud questions
  • The survey shows what are our strengths and weaknesses and also
  • which is the best european public transport city
  • *Helsinki has been the best city 3 times
slide13

There is correlation between the grades of customer satisfaction and the customer complaints

Customer satisfaction survey

Customer complaints

The number of

complaints

about drivers

increased

The grade of

drivers

behavior

decreased

data collection on traffic processes
Data collection on traffic processes
  • Number of passengers:

- Buses: complete data from travel card system

- Metro: continuous automatic passenger counting

- Tram: manual and automatic passenger counting

  • Journey times and delays:

- Buses: data from travel card system

- Metro: -

- Tram: automatic measurement in two trams