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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. 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

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  1. The monitoring of Customer Satisfaction • Customer satisfaction survey of HCT • BEST-survey • Customer complaints

  2. 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

  3. 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

  4. Helsinki Indices 2007

  5. 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

  6. The customer complaints make it possible to findthe causes of dissatisfaction

  7. 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

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